at U.S. Bank in Springfield, Illinois, United States
Job Description
At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at-all from Day One.
Job Description
Customer Success Program Manager – talech
The Company:
talech is an innovator in the point of sale (POS) space focused on small and medium businesses (SMB). The Palo Alto-based software company helps SMB owners, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. In late 2019 it was acquired by U. S. Bank and is now a division of the company. Within U.S. Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers.
The Customer Success function at talech:
At talech, the Customer Success organization comprises all post-sale engagements with customers. From onboarding and implementation of software and hardware to ongoing technical support, training & enablement, customer retention, expansion and more.
The primary objective of the Customer Success function is to ensure that talech customers maximize the value they receive from their work with us. The CS team transforms the relationship between talech and its customers from “vendor/client” to “partnership,” supporting them in their journey to grow their business every step of the way. As customers experience the positive impact of talech’s solutions and partnership, and with the growth of their own business, customers scale their use of talech.
Traditionally, companies have utilized Customer Success at the enterprise level, providing dedicated account managers for large customers. talech believes that small businesses (not just the giants of commerce), deserve the technology, tools and insights to prosper. We also believe that small business owners (not just enterprise tech companies) deserve to be supported by trusted advisors who educate, advocate, and deliver value for them. So, we are building a world-class CS Team to deliver customer success at scale.
Position Purpose:
To support our growth, we are looking for a Program Manager of Customer Success to own and execute programs for scaled adoption and expansion within our current customer base. You will analyze data and create programs in conjunction with Product, UX, CS and Marketing that accelerate customer adoption of features and products focused on the usage of our in-app communications tool, Pendo. Success in this role will result in greater engagement and adoption of talech products through the form of self-service as well as create CS team efficiencies across onboarding and ongoing engagement. This role will help us solve the challenge of how to service many customers in an efficient, scalable, 1 to many ways.
Role Responsibilities:
+ Develop a deep understanding of talech and U.S. Bank customers, platform and solutions product led industry trends.
+ Support the development and manage the execution of Customer-led, in-app program roadmap.
+ Identify process gaps and key improvement areas outlining action plans to address and surface insights for talech and USB leaders.
+ Partner closely with product management, success operations and customer marketing to drive product/customer led retention and engagement strategies.
+ Be accountable for measuring impact that conveys ROI of scaled customer engagement initiatives.
+ Track success of programs and share successes with leadership appropriately.
+ Contribute to mapping the scale customer journey and create process to design a cohesive and comprehensive customer engagement experience/
Pendo.io responsibilities include:
+ Data Collection and Tracking: work closely with our data tech team to expand and manage data collection mechanisms within Pendo to capture user behavior and interactions. Define and track relevant metrics, events, and goals to gain insights into user engagement and product usage.
+ Analytics and Reporting: Utilize Pendo’s analytics and reporting features to generate actionable insights and reports. Analyze user behavior patterns, identify trends, and provide stakeholders with meaningful data-driven recommendations for improving user experience and driving product adoption. o Feature Adoption and Campaign Management: Collaborate with product managers and marketing teams to plan, configure and execute feature adoption campaigns using Pendo’s targeted in-app messaging capabilities. Design and implement user segmentation strategies to deliver relevant messages and drive desired actions.
+ Collaboration and Communication: Act as a liaison between cross-functional teams, including product management and customer success, to align Pendo initiatives with organizational goals. Foster effective communication and collaboration to drive the successful implementation and utilization of Pendo throughout the organization.
+ Own weekly project review meetings, revenue forecasts and analysis of Customer Health.
Basic Qualifications
- Bachelor’s degree, or equivalent work experience
- Eight to ten years of operations-related experience
Preferred Qualifications:
+ 5+ years of experience in either: Customer Success, Product Mgt, or Marketing teams in a B2B/B2B2C environment with previous experience in designing and deploying processes and automation.
+ Demonstrated experience with Pendo.io is a must.
+ A Player-Coach mentality with propensity for hands-on work.
+ Experience working with (and preferably deploying) technology tools used for Customer Success, including Salesforce, Customer Success Mgt platforms, In-App guidance (Pendo.io), Survey Tools (Qualtrics), Learning Mgt Systems, marketing automation tools, SMS, etc.
+ Experience with high-scale customer management (tech-touch) and/or marketing to large customer bases is highly valuable.
+ Growth Mindset – Ability to adapt to a rapidly changing product set.
+ Project management skills – outlining timelines, creating and maintaining roadmaps.
+ Strong interpersonal skills and track record of building collaborative relationships.
+ 9. Solid interpersonal and communication skills.
+ Customer success orientation and passion for the discipline of Customer Success. Take personal pride in and responsibility for the success AND satisfaction of their customers.
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .
Learn how the way we work at U.S. Bank (https://assets.phenompeople.com/CareerConnectResources/prod/UBNAGLOBAL/documents/Thewaywework-1666895142717.pdf) drives meaningful relationships with our customers and collaboration across the company.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That’s why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):
+ Healthcare (medical, dental, vision)
+ Basic te
