Customer Engagement Manager
Self Serve Digital customers
Posted on 4/3/2023
United Kingdom
Experience Level
Desired Skills
Customer Service
  • A growth and commercial mindset with a passion for customer experience
  • Experience of working with a large volume of accounts at scale
  • A proactive, creative approach to problem solving, collaboration and communication
  • Comfort in handling complex requests and talking directly with customers
  • A focus on operations, heavily data driven you are able to spot opportunities to increase efficiency and improve the overall customer experience
  • An ability to influence and negotiate with stakeholders in other teams
  • A clear communicator with a data driven mindset focused on the company commercial and customer satisfaction goals
  • Manage the end-to-end customer lifecycle from onboarding to renewal for our 3k+ self serve accounts
  • Speak to some the highest potential accounts at key points of the lifecycle to increase adoption and engagement for thousands of learners to help with upskilling programs
  • Deliver high levels of satisfaction whilst reducing effort and improving response times to support account subscription renewal success
  • Partner closely with stakeholders across the business to ensure the needs of self-serve customers are considered in relevant planning
  • Create short and long term strategies that ensure Self-Serve customers receive world class service experiences now and into the future
  • Work with product and marketing to ensure the voice of our customer is being heard and influencing our product and content roadmap
  • Analyze and utilize data to understand customer pain points, performing root cause analysis to improve key support metrics
  • Help manage KPIs and SLAs and ensure an efficient service operation for all customer types
  • Respond to escalated customer service contacts and perform out-reach to dissatisfied customers
  • Deputize for the Director of Customer Support as and when needed

11-50 employees

Data skills learning platform
Company Overview
DataCamp's mission is to democratize data skills for everyone. Companies and teams of every size use DataCamp to close their data skill gaps and make better data-driven decisions.
  • Competitive salary
  • Stock options
  • Generous healthcare benefits
  • Fully paid parental leave
  • Personal development budget
  • Personal office equipment budget
  • International company trips and trainings
  • Free lunch and healthy snacks
Company Core Values
  • Diversity of thought
  • Put the team first
  • Give honest feedback
  • Care for DataCamp(ers)
  • Take ownership
  • Seek out the truth
  • Be transparent
  • Make data-driven decisions
  • Focus on high ROI
  • Bias to action