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Digital CS Program Manager

Bananatag

Bananatag

Operations
Berlin, Germany · Brandenburg, Germany
Posted on Monday, June 24, 2024

About Staffbase

In a polarized world, we inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication so they can thrive in the Narrative Age. Our award-winning communications channels - intranet, employee app and email - deliver experiences that drive engagement and inspire hearts and minds.

We’re headquartered in Chemnitz, Germany, with offices in many locations throughout the world, including New York, London, Berlin and Dresden. Our international team counts more than 750 employees from 45+ nationalities and we have a growing base of 2200+ customers that want to transform their employee experience. We are rapidly scaling, post-Series E ($115 million funding), have strong-growing revenue, and our customers love us.

What you’ll be doing

  • Research and optimize digital customer journeys by identifying meaningful customer data in order to create proactive alerting flows and nurturing customer journeys
  • Evaluate program performance and business impact with ongoing metrics analysis and provide improvement recommendations using practical business cases
  • Develop and present your quarterly priorities for visibility and feedback alongside the management team
  • Work closely with our various Operations teams to implement and improve our suite of tools for the Customer Success team, including email program automation, business rules configuration, reports, and dashboards
  • Collaborate cross-functionally to implement multi-channel customer lifecycle and health programs that work synergistically with other customer touch-points to accelerate value realization and deliver cohesive and seamless experiences for our customers
  • Create and curate content for multi-channel customer programs
  • Create and maintain program documentation, project plans, and change management history
  • Measure customer satisfaction through feedback and NPS to monitor success of the program and iterate where needed.

What you need to be successful

  • 5+ years of CSM experience in the SaaS Industry
  • Program management experience in a high-growth environment, consulting, or business operations is a plus
  • Exceptional project management skills with a focus on planning, execution, and optimization.
    Analytical mindset with the ability to use data to drive decision-making.
  • Demonstrated progressive digital or content marketing experience and understanding of relevant metrics and KPIs (i.e., click-through, engagement, etc.)
  • Deep understanding of our external audience of Communicators and our CS teams
  • Strong understanding of the SaaS landscape, market dynamics, and industry trends
  • Demonstrated success in driving cross-functional projects and achieving strategic objectives.
  • Excellent communication, presentation, and interpersonal skills.
  • Leadership qualities with the ability to inspire and motivate teams towards common goals.
  • Proactive and solution-oriented approach to problem-solving.
  • Ability to thrive in a fast-paced, dynamic and agile start-up environment.

What you'll get

  • Competitive Compensation - we offer attractive salary packages including an Employee Stock Option Plan.
  • Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of €1560.
  • Growth Budget - all employees get a yearly budget for external training of €1000, and one day off for growth per year (increase to two days in 2nd year).
  • Wellbeing - in addition to our yearly vacation of 30 days, we’re running a 4-day-work week every year in August with full payment.
  • Support - we’re offering a company pension scheme.
  • Sports & Health - join our sport courses in the offices or lease a bike with Staffbase. The offices are equipped with fruits, drinks and snacks.
  • Team Building - Regular team and office events including the yearly Staffbase Camp.
  • Volunteers Day - you’ll get one day off per year for supporting a social project. We will donate a small amount for that project in addition.
  • Employee Referral Program - one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paid.

We Love Diversity - Equal Employment Opportunity

Our platforms are for everyone, and so is our workplace. We are passionate about equity, inclusion, and diversity at Staffbase. Read more about our policies here.

Our Global Benefits

Employee Stock Option Plan (ESOP)

Staffbase offers you a benefit plan which entitles you to an ownership interest in stock options in the company. We're in business to create value for our shareholders and we want our employees to benefit from that shared success as well.

Ongoing Learning

We thrive on personal and professional growth. Every employee gets EUR 1,000 / USD 1,100 / GBP 900 / CAD 1,400 / RON 5,000 / AUD 1,600 gross per year to spend on personal and professional development.

Feel Good Fridays

Summertime means extended vacation time at Staffbase! During August we run the 4-days workweek which means that during this month Fridays are off for all employees.

Flexibility

We offer different working time models and hybrid work set ups, to get the best office and working-from-home experience at once.

Parental Leave

We recognize that one of the most special events in an individual's life is the birth or adoption of a child. We offer paid parental leave options for all employees.

Read more about our benefits here.