Digimind is a leading social media monitoring and competitive intelligence software, designed for brands and agencies who want to accelerate digital transformation through an insights-driven approach. Recognised by Forrester and Gartner, Digimind’s best-in-breed technology transforms social and online data into actionable business insights, enabling marketers to effectively plan, execute, and analyse their marketing strategy.
Founded in 1998, Digimind is headquartered in Paris, New York, Singapore, and Rabat, serving more than 600 customers worldwide including LinkedIn, Sony, McCann Worldwide, and Lexus. Learn more at www.digimind.com
We’re looking for a Customer Advocacy Manager to join our growing office in Rabat:
Your main missions will be to :
- Organise and manage the Customer Advocacy team in charge of:
- remotely helping the onboarding of clients through adapted tools (Zendesk Chat as an example),
- remotely checking the usage and setup quality of our clients’ platforms over time,
- Look for improvement opportunities as a result of the customer data. Programmatically track on-boarding milestones and seek to reduce the amount of time and improve customer NPS scores for each subsequent journey
- Participate in the setup of clients platforms environments,
- Update and maintain online sources catalogues for the need of our clients,
- Develop metrics to measure the growth and performance of the team, and provide reports as needed
- Coach and mentor team members with a focus on professional development and upstream thinking
- Gather and synthesize relevant data, suggesting improvements in the tools and methods to help scale the team
What are we looking for :
- Customer Satisfaction mindset: to deliver a great Customer Experience, the “Serve the client” mindset is key in this position.
- Communication: The success of Customer Advocacy relies on a large number of different people worldwide, it requires that employee communicate clearly and often.
- Analytical Analysis:Customer Advocacy is about tracking satisfaction evolution over time and through different means, the collaborator will have to design dashboards, track and analyse large sets of data and recognise trends.
- Change management: to make sure that all team members follow the same process, it necessitates training and change management capacities associated with strong leadership skills and the ability to motivate others.
- English: Since you collaborate with resources spread worldwide, the position requires the employee to be bilingual in English.
Who are we looking for:
- Business: an experience in Customer Management, Customer Success and Support will be highly valued
- Market: an experience in the SaaS industry, social media, and/or abroad (U.S., U.E.) will be considered with interest.
- Technology: broad experience of various Customer Management and data applications is expected
What do we offer :
- We offer a motivating package with a fixed salary as well as a bonus based on your objectives, plus:
- A fantastic opportunity to participate to the development of a revolutionary company open to what’s trending in all businesses worldwide,
- An incredible work environment – fun, casual, fast-paced,
