BlueCat is one of those hidden gems that is disrupting the market as a key player in the rapidly growing space of Adaptive DNS. We harness the power of DNS to provide secure, centralized network infrastructure to some of the world’s biggest brands so that employees can access the computing resources they need, when they need it.
At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada’s top workplaces in various categories, including Technology, Today’s Youth and Women, and Mental Health and Inclusion.
Here is what you need to know about our Customer Success Operations team: We are a technologically savvy and
proactive team dedicated to outstanding customer experiences. We love problem solving and we take pride in being the face of BlueCat for our customers. We enjoy and thrive on receiving feedback and having the opportunity to voice the needs of our customers to the overall organization. Think of us as BlueCat’s central operations team!
As a Customer Experience (CX) Lead, you bring the voice of the customer to all areas of our business and build experiences that scale. This is a dynamic position and you must be comfortable with frequent multi-tasking between management, technical, business, strategic, marketing, and planning activities. This is an extremely entrepreneurial position and requires the decision making, work ethic, and tenacity of an entrepreneur. You will be expected to drive results that tie back to strategic business goals for Customer Success and BlueCat.
Every day will bring new and exciting challenges. You will:
-Drive campaign management end to end, such as our Feature of the Month series
-CS at scale: email/campaign coordination and management (welcome emails, 1:many CS webinars, video content oversight)
-Content creation: monthly/quarterly CS slides and talking points to add to regular cadence
-Document template creation and/or updates for recurring activities across CS (ERSs, CS on boarding, ES/PS kick offs, CSM adoption/usage, business reviews) - centralized in a repository accessible to all (Confluence)
-Marketing/CS liaison: distribution list requirements, monthly newsletter content, event awareness and promotion guidance, white paper/PR/case study/success story collection and draft, internal CS representation on cross functional calls - Cats Council
-Voice of Customer (VoC): consolidation and distribution of cross functional feedback from NPS survey interviews - monthly report prepared. Taking feedback beyond NPS score to actionable feedback to larger organization.
-Create and maintain post sales lifecycle mapping (Confluence) and link to relevant content (templates, reports, etc)
-CX lens on process - once process identified and mapped, input to where we might consider impact to customer vs BlueCat. Cross reference BlueCat process with customer journey to inspect pain points/areas for improvement
-Knowledge article contributions: working with CS teams to identify broader topics where knowledge articles would benefit (not linked to specific case or issue)
-Leverage care portal usage data to refine content review strategy and update process (i.e. most viewed, most downvotes, search strings to content match)
-Community of the future: work in partnership with Anna/SFDC/NVIP team to coordinate and contribute to community improvements (i.e. additional design efforts, content ,customer event calendar, BlueCat CS best practice blogs, UX/CX projects)
Skills and Experiences Required:
·Degree in marketing, business, communications, or equivalent
·Minimum 3-5 years experience in a Customer Success role with direct impact on customer experience initiatives
·Prior work experience within a fast-paced technology company
·Understanding of Project Management practices
·Strong team player who demonstrates a high level of initiative and attention to detail
·Advanced proficiency in Salesforce
·Experience with Pardot and Gainsight would be an asset
If you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application! Our comprehensive benefits encompass your health, financial well-being, and overall wellness, and we are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture. At our core, we champion values such as transparency, curiosity, respect, and above all, the pursuit of enjoyment.
In addition, we offer a range of appealing perks, including:
A Professional Development Budget
Dedicated Wellness Days and Wellness Week
A Lifestyle Spending Account
An Employee Recognition Program
Join us in shaping the future of our organization, where your talent and dedication can truly thrive. We invite you to apply and become a valuable member of our team!
BlueCat is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. BlueCat will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.
