Digital Customer Engagement Specialist (IGT1)

Job Description

Drive Customer Insights & Value Realization

• Analyze product usage, adoption trends, customer health indicators, and engagement data to uncover actionable insights.
• Identify opportunities for customers to achieve greater value through deeper product adoption.
• Surface risk signals, adoption gaps, and expansion opportunities across customer segments.
• Translate complex customer data into clear recommendations that support strategic customer conversations.
• Partner with Customer Engagement Executives (CEEs) and Account Managers (AMs) to drive stronger customer outcomes and business value realization.

Enable Strategic Customer Engagement

• Develop Business Review (BR) materials and executive-ready presentations.
• Create compelling, data-driven narratives that demonstrate customer ROI, adoption progress, and business impact.
• Support customer-facing programs that strengthen engagement throughout the customer lifecycle.

Scale Digital Customer Success

• Manage a high-volume portfolio of customer relationships through digital-first engagement strategies.
• Execute scalable customer programs using automation, webinars, office hours, playbooks, and targeted campaigns.
• Support onboarding, adoption, renewal readiness, and customer education initiatives.
• Help design customer journeys that drive faster time-to-value and long-term success.
• Leverage AI-powered customer success technologies to improve engagement at scale.

Improve Efficiency Through Automation & AI

• Identify opportunities to automate operational and analytical activities currently performed manually by Customer Success teams.
• Build repeatable processes for customer reporting, insights generation, and value tracking.
• Develop and implement AI-powered workflows and autonomous agents that increase customer touchpoints while improving team productivity.
• Help drive the organization's digital and AI-enabled customer success strategy.

Own Customer Outcomes

• Manage a broad book of business with a focus on customer adoption, retention, and growth.
• Monitor customer health using platforms such as Gainsight and Salesforce.
• Identify and address risks early while uncovering opportunities for expansion.
• Act quickly on customer signals to deliver timely and impactful engagement.

Qualifications

Required Qualifications

• 3–6 years of experience in Customer Success, Customer Operations, SaaS Analytics, Business Intelligence, or a related customer-facing SaaS role.
• Experience working within high-volume or scaled customer success environments.
• Strong analytical skills with the ability to interpret product usage data, customer engagement metrics, and business performance indicators.
• Experience building executive-ready presentations, reports, dashboards, and customer insights.
• Familiarity with Customer Success and CRM platforms such as Salesforce, Gainsight, or similar technologies.
• Excellent written and verbal communication skills.
• Ability to work effectively across global teams and multiple time zones.
• Comfortable operating in a fast-paced, data-driven environment.

Preferred Experience

• Experience working within a SaaS, cloud software, fintech, treasury, payments, or financial technology environment.
• Understanding of treasury management, cash management, payments, liquidity, finance operations, or related financial workflows.
• Familiarity with customer health scoring, retention metrics, customer lifecycle management, and adoption analytics.
• Experience supporting digital customer success or scaled engagement programs.
• Exposure to AI tools, automation platforms, customer engagement technologies, and workflow optimization solutions.
• Experience leveraging AI to improve operational efficiency and customer outcomes.

Additional Information

We champion flexibility and hybrid work options to support varying lifestyles and personal needs. At the same time, we value the power of in-person collaboration to build community, spark innovation, and strengthen connections. Our approach ensures you can work in ways that suit you best while still engaging with colleagues to share ideas and grow together. #LI-Hybrid #LI-DNP