Digital Engagement Lead

About Invoca:

Invoca is the industry innovator in AI and machine learning-powered Conversation Intelligence technology. Forrester Research identified Invoca as a Leader in The Forrester Wave™: Conversation Intelligence: Sales And Marketing, Q4 2021 report, stating that "Invoca is one of the few established conversation intelligence vendors that can legitimately claim AI capabilities."

With over 300 employees, more than 2,000 customers, and nearing $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company, having raised over $100 million from Accel, Upfront Ventures, Salesforce Ventures, Morgan Stanley, and H.I.G. Growth Partners.

At Invoca, we live by our four core values:

• Figure it Out: we take ownership of our work and are given the freedom to blaze our own trails.
• Help Each Other Thrive: we foster an inclusive and humble culture that allows us to build value for both our customers and our people.
• Continuous Improvement: we challenge the status quo every day to develop creative solutions that make our products better and our customers more successful
• Light the Customer's Way: we don't just sell a product or turn on a service; we are partners and trusted advisors who support and invest in our customers and their success.

If these values resonate with you, we encourage you to come join us - we are building something special.

About the Role:

We seek a Customer Success professional to plan, execute, and optimize digital campaigns focused on providing relevant content to the right customers at the right time (leveraging multiple distribution channels). Tracking and measuring the outcomes of your engagement efforts, you'll create agile campaigns that help achieve departmental goals and drive customer success at scale. With a deep sense of customer empathy and an understanding of the customer journey, you'll incorporate feedback from customer-facing points of contact to build and iterate upon an ecosystem of customer success. In a team-oriented position, the Digital Engagement Lead works with Marketing, Community, and Deployment to curate and optimize the digital customer journey.

In this position, you'll leverage your strong analytical skills to track and measure the success of your efforts. Candidates must either have prior experience with journey orchestration for a SaaS company or have experience managing digital campaigns/leveraging digital channels to drive customer engagement. Invoca customers are strategic thinkers, often highly technical and results-oriented. So are our employees.

You Will:

• As a Digital Engagement Lead, you'll join the CS Ops team as a critical resource to help us envision, launch, measure, and continuously improve our one-to-many efforts. Your programs will aim to improve retention, expansion, and advocacy across all customer segments, especially our "Digital" customers.
• You will craft prescriptive communications through digital channels to drive customer outcomes at scale, curating engagement tracks and campaigns specific to certain customer personas, use cases, or industries. You'll help drive the effectiveness and efficiency of our Customer Success team, focusing primarily on providing materials that enable customers to self-serve and that provide the stepping stones to getting further value through Invoca.
• Through dashboards, reports, and analysis, you will "get your hands dirty" digging into engagement data to monitor success, identify risks and opportunities, and continue refining and evolving Invoca's one-to-many Customer Success strategy.
• As the engagement lead, you'll ensure customers receive the appropriate level of engagement and efforts from other departments do not overlap. You will team cross-functionally (including Marketing, Deployment, Community, and Product) to incorporate feedback into efforts and relay insights regarding journey pain points.
• As part of the Customer Experience and Operations team, you will work to build operational excellence in analyzing customer behavior to drive engagement for the right customer, with the right content, at the right time. Working closely with team members, you will help share best practices, optimize

You Have:

• Minimum of 3-5 years of experience managing digital campaigns or working at an enterprise company using marketing/customer success technologies (Marketo, Gainsight, or other) to drive customer engagement.
• Project management experience managing multiple projects simultaneously with a proven track record of prioritizing competing initiatives is desired.
• Excellent verbal and written communication capabilities with an ability to effectively connect with and relay information to all levels of the customer's organization.
• BA/BS degree required, with strong written communication skills.
• Demonstrated experience in designing processes that scale. Demonstrated experience in data analysis, business intelligence, and design of reports and dashboards
• Experience with Salesforce, Gainsight, or other CRM, Customer Success, or Project Portfolio Management applications is a must.
• Strong reporting and analytical abilities. Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
• Strong listening skills; open to input from other team members and departments. Ability to lead through influence.

Salary, Benefits & Perks:

Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our offerings:

• Paid Time Off - Invoca encourages a work-life balance for our employees. We have an outstanding PTO policy, starting at 20 days off, for all full-time employees. We also offer 15 paid holidays, 10 days Compassionate Leave, 3 days volunteer time and more.
• Healthcare - Invoca offers a health care program that includes medical, dental and vision coverage. There are multiple plan options to choose from so you can make the best choice for yourself, partner and family.
• Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock options - All employees are invited to ownership in Invoca through stock options.
• Employee Assistance Program - Invoca offers well-being support on issues ranging from personal matters to everyday life topics through the WorkLifeMatters program.
• Paid Family Leave - Invoca offers up to six weeks 100% paid leave for baby bonding, adoption, and caring for family members
• Paid Medical Leave - Invoca offers up to twelve weeks 100% paid leave for childbirth and medical need
• Sabbatical - We thank our long-term team members with an additional week of PTO along with a bonus after 7 years of service.
• Wellness Subsidy - In further support of your well-being, Invoca provides a wellness subsidy that can be applied to a gym membership, fitness classes and more.
• Position Base Range - $68,500.00 - $90,200.00 / Plus bonus potential

Please note, per Invoca's Covid-19 policy, depending on your vaccine verification status, you may be required to work only from home / remotely. At this time, travel and in-person meetings will require verification. This policy is regularly reviewed and subject to change at any time.

DEI Statement

"Our company is committed to creating a culture that is not only grounded in continuous learning, teamwork, and customer success, but is fair, equitable, and welcoming for everyone." - Gregg Johnson, CEO

And to us, diversity, equity and inclusion means more than treating current employees well and making them feel welcome. It also means hiring people who bring different insights because of their unique demographics, ways of thinking, and prior experiences.

We intend to continue hiring great people and protecting our culture so everyone can be themselves and speak their minds. That way Invoca will always be a place filled with laughter, positivity, thoughtfulness and respect.