Customer Engagement Specialist
Later, Canada

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Apr 9, 2021
Last Date
May 9, 2021
Location(s)

Job Description

What started as the result of a hackathon in 2014 is now the world’s #1 Instagram marketing platform. Later was built on the idea that social media management should be easy, quick, and affordable. Six years and hundred thousand users later, we’re still going strong.

We’re looking for people who can help us build something great for our customersfrom content writers, designers to developers. So if you’re the kind of person who really cares about making something meaningful, then keep reading.


Our Values

Our core cultural values are manifested in our practices and processes every day. We highly value transparency and fairness in everything we do. We look for people who like to move quickly, are ambitious yet humble and have a great sense of humour. If you have a mischievous spark of fun, that’s even better.


What you will be doing

Your ultimate goal is to improve Later’s customer retention by increasing customer engagement. The mission of the Customer Success team at Later is to help our customers achieve their visual marketing goals through the use of our product. We are also the champions of retention within the company. We work to understand, track, and report on customer churn, and then align company initiatives around reducing churn.

Customer Success at Later is not a traditional Success function as with other SaaS businesses. Our team acts as an experiment lab to identify friction points within the customer experience. We then develop solutions, implement tests, and share feedback with other teams within the company, so we can work collaboratively to reduce churn.

As the Customer Engagement Specialist, you will be joining the Engagement team that has been delivering proactive one to many strategies via low, and tech-touch tactics.

Your role will help optimize Later’s customer engagement strategies by implementing low and tech touch tactics that will impact the depth of customers’ product usage such as feature adoption, use case adoption, intensity and frequency. You’ll guide customers on the path to become Power Users via emails, in-app messages, and product tours.


Responsibilities
  • Manage and develop tech and low touch engagement communications via email campaigns, in-app messages and product tours in the Engagement phase of the customer lifecycle (post Activation)
  • Align overall strategies and funnels to increase customer engagement and retention
  • Identify opportunities to develop new emails, in-app messages, and product tours that drive feature and use case adoption
  • Drive a jobs-to-be-done approach to engage with different customer segments based on their specific desired outcomes
  • Monitor and optimize engagement funnels, campaigns, and product tours through data analysis and experimentation
  • Be the first point of contact for inbound engagement inquires and respond to emails and in-app engagement campaigns
  • Create feedback loops to address retention at its root with teams such as Customer Retention, Customer Onboarding, Product, and Marketing based on experiments and campaign results
  • Create segmentation based on user data, such as behaviour, activity, intent, etc.

What we are looking for
  • 2+ years experience developing one to many email campaigns and product tours within a Customer Success, or Growth Marketing capacity, preferably for a SaaS business
  • Experience with automation and product tour platforms (Klaviyo, Intercom, Appcues or other similar platforms)
  • Data driven, can run experiments and measure results to optimize your strategies and take your work to the next level
  • You have the ability to quickly uncover root causes and desired outcomes, and translate insights into actionable steps
  • Proficient with developing complex segmentation based on user data and behavior
  • Comfortable working both independently and in a team environment
  • You are a team player who values collective success over individual accomplishments

Nice to haves
  • You’ve used tools such as Amplitude, Asana, and Notion
  • You embrace feedback, and have a constant desire to learn and improve
  • An understanding of how retention impacts high velocity, self-service, SaaS businesses
  • You have a strong understanding of the visual social media landscape, specifically around Instagram, Pinterest, Twitter, Facebook, and TikTok strategy

Salary Range

$63,500 - 74,500


Perks
  • A generous Education amp; Conference Budget
  • Health Savings Plan
  • Flexible Hours amp; Work Schedule
  • Technology Bonus
  • Annual Company Retreat
  • Vacation amp; Sick Days
  • Bright, spacious, and modern office, 5 rooftop patios with amazing city views

Working Locations

People amp; Places (HR), Product, and Development roles are based out of our Vancouver headquarters. If you are not located

Job Specification

Job Rewards and Benefits

Later

Information Technology and Services - Vancouver, Canada
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