Customer Journey Project Manager
1 month ago
The Customer Journey Project Manager is responsible for overseeing and managing Weave's customer engagement platform (Vitally) by acting as the go-to solution expert. This role manages the day-to-day operations of the customer engagement platform by ensuring accuracy and quality of customer engagement platform assets, maintaining user permissions, and assisting with the creation of Customer Success and Customer Journey playbooks. The Customer Journey Project Manager also manages Customer Journey initiatives including creating and updating Customer Journey touchpoints and visuals, contributing to the Customer Journey Council initiatives and meetings, and assisting in planning and facilitating cross-functional workshops and interactive working sessions with touchpoint owners.
- This position will be hybrid out of our Lehi, UT HQ
- Reports to: Sr. Director of Customer Experience and Training
What You Will Own (Responsibilities)
- Act as the primary contact for Weave's customer engagement platform (e.g. Vitally).
- Take the lead in learning, adopting, and sharing customer engagement capabilities with stakeholders.
- Manage customer engagement assets and people accounts in the customer engagement platform, keeping it clean, organized, and accurate.
- Oversee the company's usage of the customer engagement platform, including permissions and contributions from cross-functional teams.
- Build and maintain multi-faceted Customer Success and Customer Journey playbooks that incorporate digital and human outreach and are triggered by time to value metrics, health scoring, and other customer data points.
- Monitor and report on the leading success indicators of the Customer Success and Customer Journey playbooks to internal stakeholders, identifying campaign impact as well as additional gaps and opportunities.
- Collaborate closely with Customer Success, BI, Marketing, and other internal teams to establish processes, increase adoption, and optimize the usage of the customer engagement platform.
Create and maintain a repository of all customer-facing communications for company-wide reference
Oversee and track changes made to customer correspondence/campaigns across Weave for a consistent, personalized customer experience
- Maintain the visual storyline of every touchpoint our customers have with our people, products, and services across all customer segments and stages in the customer lifetime, including a digital map, to increase our opportunity for analyzing and uncovering important links within our customer journey
- Coordinate and support Customer Journey Council initiatives by creating and updating customer engagement playbooks as well as researching and documenting current customer journeys and contributing to development and operationalization of an improved future state.
- Coordinate and support Customer Journey Council meetings by following up on attendee timelines and action items, creating agendas, and summarizing meeting minutes.
- Assist in planning and facilitating cross-functional workshops and interactive working sessions with touchpoint owners to report on, improve, and maintain the customer experience.
What You Will Need to Accomplish the Job (minimum qualifications- education, experience, certifications, skills)
- Experience managing technology processes and/or platforms
- Demonstrated project management experience
- Excellent written and verbal communication skills
- Strong sense of ownership and urgency
- Organization, planning, and coordination
- Business communication, meeting facilitation
- Highly motivated to meet project goals
- High attention to detail
- Interpersonal and collaboration skills
- Possess STRONG project management/coordination skills
What Will Make Us Love You (preferred qualifications- including personality traits)
- Experience as a Project Manager
- Certification or degree in Project Management, Customer Experience, Program Management or related field
- Excellent at managing competing and adjusting priorities
- Demonstrated leadership via influence
Weave is an equal opportunity employer that is committed to diversity and inclusion. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.
All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process. If you have concerns, please reach out to recruiting@getweave.com and we'll confirm if you're engaging with one of our Weave teammates
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