Customer Experience Implementation Manager
Persado, United States
Job Description
Who We Are:
Persado is a high-growth, category-leading AI platform that helps data-driven executives including CMOs, CXOs, CDOs, CFOs, and Pamp;L owners unlock a new lever of value creation by ensuring the right words are used at every customer interaction. Persado delivers hundreds of millions in incremental value to some of the biggest companies in banking, insurance, retail, telecom, healthcare and more. The Persado platform uses natural language generation, machine learning, and experimental design powered by the world’s largest language knowledgebase of millions of tagged and scored words and phrases to deliver a 41% average lift in conversion across customer engagement channels.
Words matter. As organizations become more obsessed with personalization, Persado has proven that being able to deliver the right message is a core functional need for every company in the world making the choice of words a multibillion-dollar blind spot across the enterprise. Persado is the only company with the technology and expertise to illuminate that blind spot in the enterprise customer experience and personalization stack.
As an employer, Persado is committed to creating a place where everyone’s unique perspective is valued and where people can do their best work. We understand that our team members and our inclusive culture are what make Persado special and are the key ingredients to our continued growth. We believe in and live by our company vision and values. We invest time and resources in people-centric programs. We work hard as a team to innovate, deliver great value to our customers and partners and create a positive, productive place to work every day. And the impact shows in our above-benchmark employee engagement. We’re also proud to be named to Fast Company’s World’s Most Innovative Companies list in 2020 and Built In’s Best Places To Work in 2021.
What We Are Looking For:
As a CX Implementation Manager, you are responsible for understanding the big picture and build plans to
implement CX initiatives. You will build and manage project plans, designate project resources, prepare budgets,
monitor progress and keep stakeholders informed the entire way.
The CX team is responsible for developing the strategy that ensures customers adopt and realize business value
from Persado. This includes the end-to-end CX strategy, developing and driving the CX roadmap, leading customer
research initiatives, developing and testing customer-facing innovations, and building ongoing measurement
feedback loops.
What You Will Do:
- Determine and define scope and objectives for CX initiatives
- Help the team agree on what they can achieve
- Get the team to a high performing level by identifying and removing blockers
- Facilitate team standups and help the team reach consensus on priorities
- Coach the team in self-organization and cross-functional collaboration
- Help the team continuously make progress on CX initiatives
- Serve the CX team as well as the cross-functional teams (e.g., Marketing, Sales, CS, Product, Engineering)
- Estimate resources needed to reach objectives and manage resources in an effective manner
- Prepare budget based on defined scope of work and resource requirements
- Develop and managed detailed project activities and tasks using software (e.g., Wryke, Asana)
- Provide project updates on a consistent basis to various stakeholders about strategy, adjustments and
- progress
- Help build a customer-centric culture that obsesses over creative problem-solving with a spirit of collaboration, empathy, and curiosity
- Partner with outside partners where necessary
- Serve as a role model and leader for a customer-centric way of working at Persado
Who You Are:
- Outstanding communication, facilitation, negotiation and coaching skills
- Excellent project management skills
- Knowledge of agile framework
- Strong general business knowledge, preferably for a SAAS business
- Demonstrated experience facilitating meetings at multiple levels
- Have a growth mindset and a willingness to challenge the status quo
- Ability and willingness to roll up your sleeves and work alongside the team
What We Offer:
Achieve your life goals and work goals at Persado.
- Competitive salary - We’re committed to equal pay with regular market rate salary adjustments
- Generous Benefits Package globally
- 401k to prepare for your future
- Paid holidays and flexible paid-time-off
- Persado Cares! 2 paid Volunteer days per year and charitable giving matching
- Structured onboarding Continuous Learning amp; Development tied to a personalized career path
- All the gear you need to