Senior Customer Success Associate - Employee Experience Channels

Job description

As a Senior Customer Success Associate in the Employee Success team, you play a pivotal role in shaping and executing our omni-channel strategy to promote engagement, adoption, and measurable impact across the organization.

Job Responsibilities

Develop and execute channel strategies that drive product adoption, expansion, retention, and employee engagement. Own the end-to-end strategy and performance of digital channels across all employee entry points. Ensure a cohesive, consistent omni-channel experience across platforms and touchpoints. Partner with Employee Success, Employee Experience Product, HR, Legal, and Technology to deliver coordinated cross-channel experiences.

Analyze channel and campaign performance data to identify trends, gaps, and opportunities. Translate insights into clear, actionable recommendations to improve outcomes. Create and refine positioning and value proposition frameworks tailored to target audiences. Maintain a channel strategy framework that enables personalization aligned to employee preferences. Coordinate messaging and campaign execution with Marketing, Communications, and Change Management.

Lead go-to-market initiatives (briefing, concept development, and multi-channel campaign rollout). Manage and keep current the communications/marketing inventory (materials, templates, assets) and strengthen performance management for ongoing optimization.

Required Qualifications, Capabilities, and Skills Experience in channel strategy, product marketing, or go-to-market strategy

• Demonstrated ability to lead cross-functional initiatives and influence adoption and engagement across multiple channels
• Strong analytical skills with experience in data-driven decision making and performance management
• Excellent communication, storytelling, and relationship management skills; able to communicate effectively with peers, partners, and senior leaders
• Ability to thrive in a fast-paced, matrixed environment with multiple assignments, stringent deadlines, and changing priorities Preferred Qualifications, Capabilities, and Skills Team player with the ability to navigate a highly matrixed organization
• Bachelor’s degree or equivalent experience in Marketing, Communications, Business Experience with employee or consumer marketing, and knowledge across communication channels including web, email, video, and print Experience with omni-channel campaign execution