Digital Customer Representative

Job Description

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: We are looking for a Digital Customer Representative (DCR) to support our global customers who have implemented the Instructure Learning Platform and provide them with an exceptional customer experience. DCRs will play a key role in supporting our customers across the globe by executing the digital transformation of the Instructure customer experience. The Digital Customer Representative will manage the Instructure digital customer experience for our dynamic, but smaller customers. DCRs will activate and monitor the Instructure digital customer journey playbook and identify opportunities and risks for customers in this segment. DCRs will be successful by automating the Instructure customer journey - especially some of the repetitive tasks that are a drain on CSM resources - identifying success and risk trends, and actioning playbooks that align to observed trends to increase retention, customer satisfaction and grow revenue.

What you will be doing:

• Develop, manage and maintain the Instructure digital customer experience for all assigned customers
• Perform day-to-day management and maintenance of digital tools and consistently promote and assist with the implementation of process improvement.
• Identify opportunities for reducing repetitive and time-consuming tasks by streamlining using automation
• Monitor the digital customer journey outcomes and identify opportunities and risks
• Own communication in the customer success inbound queue, directing the customer to the appropriate resources and contacts to achieve their goals
• Deploy data-driven automated implementation and adoption activities and track customer progress through implementation to ensure success
• Develop and enable digital campaigns at scale and create and maintain response templates for frequently asked customer questions and communications
• Ensure data integrity standards are maintained in Gainsight and Salesforce as it relates to customer engagement tracking and product utilization
• Assist in the coordination of customer success led webinars & campaigns
• Collaborate with CSM and Product Marketing stakeholders on webinar content
• Own inbound opportunity generation and qualification through mail campaigns, webinars and other means.
• Review and analyze the customer base to identify and surface growth opportunities to the Sales Account Executive
• Develop and execute action plans from feedback and survey data

What you will need to know/have:

• College degree (Bachelor or equivalent)
• Exceptional communication skills, both written and verbal
• Experience building one:many digital campaigns with efficient processes
• Capacity to set correct expectations and manage issues to completion
• Multitask and prioritize tasks in a changing environment
• Strong team mentality, utilizing internal and external resources strategically and tactically
• Demonstrated ability to solve problems and seek solutions

Bonus points if you also have:

• Prior experience with email marketing platforms/tools
• Proficiency in CRM systems, customer success platforms, and other relevant tools, such as Gainsight or Salesforce
• Customer-facing experience within the EdTech industry or other software companies

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger. At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer. All Instructure employees are required to successfully pass a background check upon being hired. Apply for this job