Customer Engagement Specialist

Customer Engagement Specialist

Remote in the US

Compensation range is dependent on experience – $70,000-80,000 Base + Bonus Eligibility

NetBase Quid, headquartered in Santa Clara, CA, is a global leader in AI-powered consumer and market intelligence. We work with some of the top leading brands across a number of industries including Media & Entertainment, Financial Services, Healthcare, Retail, and Technology. Our software provides data that allows businesses to discover trends, connect with consumers, and understand what their competitors are doing. 

 

Here at NetBase Quid, the people shape the company. We understand the importance of maintaining a diverse workforce and are dedicated to the success of all employees. We are committed to being a virtual company and understand the benefits of working remotely. Therefore, we allow our employees to work in the environment that suits them best. At NetBase Quid, we take every moment we can to act with integrity and respect. Challenges are faced with a ”can do” attitude, and employees have control over their career. The opportunities are endless, and all we are missing is you! Apply to NetBase Quid today- the place where we own this moment. We own the challenges. We own our careers.  

 

DESCRIPTION

The Customer Engagement Specialist develops creative, innovative, and practical strategies that drive customers to adopt, expand, and evolve their use of NetBase Quid products. These strategies are designed to help clients meet critical milestones in the customer journey and achieve success, resulting in increased customer satisfaction, stronger customer loyalty, and higher customer retention rates.

As an individual contributor on the Customer Engagement team, the Client Engagement Specialist develops the following:

• Outreach campaigns and one-off communications that notify internal and external users about important upcoming features or changes and their impacts
• Automated email journeys that guide users through each stage of the customer life cycle and provide content and additional resources to help them achieve success
• Interactive, in-app product tours that provide automated steps to guide users to learn how to complete a task or use a feature

 

The Customer Engagement Specialist applies strong creative, writing, marketing, analytical, and technical skills to complete and deliver quality engagement programs on schedule.

 

RESPONSIBILITIES

• Maintains an engagement project calendar based on the strategic roadmap provided by the Customer Engagement Manager.
• Designs client-facing engagement programs and develops underlying case studies, sample data sets, templates, and other resources based on:
  • An in-depth, expert knowledge of NetBase Quid products and how to use them to obtain game-changing insights that inform actionable business decisions
  • An in-depth understanding of NetBase Quid user journeys and how users can attain success at each milestone
  • An advanced knowledge of NetBase Quid customer use cases and product positioning strategies
  • A solid understanding of internal processes, procedures, and policies and affect how users engage with products, such as user provisioning and data access
• Develops and deploys deliverables based on an in-depth knowledge of NetBase Quid marketing automation tools. Deliverables include:
  • Writing and sending outreach campaigns and one-off communications, tracking open rates, and reporting on results
  • Building, testing, deploying, and maintaining automated user journeys and tracking use  
  • Building, testing, deploying, and maintaining automated in-product tours and walk-throughs and tracking use
• Works with Business Analytics to obtain business data to support Customer Engagement programs, such as application usage metrics, customer account data, and email distribution lists.

 

REQUIRED SKILLS AND EXPERIENCE

• Minimum of a BS or BA degree  
• At least 2 years of experience delivering client solutions as part of a Customer Success or Marketing team at a high tech company
• Outstanding technical and analytical skills, with the ability to master complex software applications, apply them to solve real-world customer use cases, identify unique insights for various types of users, and translate insights into customer-facing stories
• Excellent written and verbal communication skills with great attention to detail
• Experience with marketing automation software, such email marketing, behavioral targeting, lead prioritization, and person