Senior Digital Success Associate

Job Description

Job Description WHO WE ARE Xactly is a leader in Sales Performance Management Solutions and a part of Vista Equity Partners portfolio companies since 2017 The Xactly Intelligent Revenue Platform helps businesses improve go-to-market outcomes through increased collaboration, greater efficiencies, and connecting data from all critical functions of the revenue lifecycle on a single platform Born in the cloud almost 20 years ago, Xactly provides customers with extensive experience in solving the most challenging problems customers of all sizes face, backed by almost 20 years of proprietary data and award-winning AI Named among the best workplaces in the U S by Great Place to Work six times, honored on FORTUNE Magazines inaugural list of the 100 Best Workplaces for Millennials, and chosen as the ?Market Leader in Incentive Compensation? by CRM magazine Were building a culture of success and are looking for motivated professionals to join us! THE OPPORTUNITY This is an exciting opportunity for a proactive and results-oriented individual to play a crucial role in driving customer success at scale As a Digital Success Manager, you'll be responsible for executing established automated and scaled programs focused on onboarding, adoption, expansion, and retention across a broad customer base You'll leverage digital tools and resources to engage customers within defined segments Youll help to identify opportunities directly, while collaborating closely with our Client Executives on strategic opportunities requiring deeper engagement and resources While the overall strategy and program design are established, your ability to effectively execute these programs, identify key signals for targeted human intervention, and drive positive customer outcomes will be critical This role requires a blend of operational excellence, strong communication skills, laser-focused prioritization, and the ability to identify and escalate opportunities for both preventing churn and driving revenue growth through cross-sell and upsell within your assigned customer segments THE TEAM Our Digital Success team, a function of Customer Success, is focused on efficiently and effectively driving customer value through well-defined scaled programs We benefit from a strong leadership team that provides the strategic direction and tools necessary for successful execution We're committed to leveraging technology to enhance the customer journey, and this role is integral to ensuring the smooth and impactful delivery of our digital engagement strategy This includes specific human touch points integrated into our programs to address critical junctures for both retention and expansion The Skillset 2+ years of experience in a customer-facing role within a SaaS environment, with exposure to customer success, account management, or business development principles You have a knack for effectively engaging with customers at scale You're comfortable navigating Salesforce and customer success platforms like Gainsight You are detail-oriented and excel at executing established processes and workflows to drive customer outcomes You possess strong communication skills with the ability to deliver clear, concise, and engaging messages through various channels You're organized and capable of managing your time effectively to engage with a large portfolio of customers through defined programs You have a proactive approach to identifying customer needs and potential risks within your assigned segments and escalating them appropriately Experience contributing to customer retention and revenue growth through the effective execution of scaled programs is desirable Within Three Months, Youll Have a strong understanding of how an Xactly DSM works with their customer base Understand the function of each Xactly department and how Digital Success aligns with and collaborates each org Gain a strong understanding of Xactlys Suite of Products and sales performance management and planning and complete Incent Admin Certification Work closely with your colleagues, shadowing customer conversations and activities to recognize opportunities to scale touchpoints Familiarize yourself to your entire portfolio of accounts and begin to proactively manage the portfolio identifying risks and opportunities Within Six Months, Youll Effectively execute established scaled programs focused on onboarding, adoption, and early risk identification for your assigned customer segments Manage responses and engagement through automated communication workflows and digital resources to drive product value and opportunities Learn to identify key trigger points and customer behaviors that necessitate personalized human intervention for retention and potential expansion Utilize data and dashboards to monitor customer engagement within your programs and identify trends or areas requiring attention Continue to expand your product knowledge and understanding of internal processes to effectively support customers through digital channels and escalate appropriately Complete your Xactly University Learning Path for relevant Xactly products Within Twelve Months, Youll Be a reliable and effective executor of our digital success strategy, contributing to positive customer outcomes and achieving key performance indicators within your assigned customer segments Independently manage your engagement with your customer portfolio through the defined scaled programs, demonstrating a strong understanding of when and how to apply targeted human touch Proactively identify and escalate opportunities for improving the effectiveness of our scaled programs based on your observations and customer interactions Demonstrate a solid understanding of how your execution contributes to overall customer retention and revenue growth within your assigned portfolio Benefits & Perks Paid Time Off (PTO) Comprehensive Health and Accidental Insurance Coverage Tuition Reimbursement XactlyFit Gym/Fitness Program Reimbursement Free snacks onsite(if you work in office) Generous Employee Referral Program Free Parking and Subsidized Bus Pass (a go-green initiative!) Wellness program OUR VISION: Unleashing human potential to maximize company performance We address a critical business need: to incentivize employees and align their behaviors with company goals OUR CORE VALUES: Customer Focus | Accountability | Respect | Excellence (CARE) are the keys to our success, and each day were committed to upholding them by delivering the best we can to our customers Xactly is proud to be an Equal Opportunity Employer Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law This means we believe in celebrating diversity and creating an inclusive workplace environment, where everyone feels valued, heard, and has a sense of belonging By doing this, everyone in the Xactly family has the power to make a difference and unleash their full potential We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us #HYBRID Show more Show less