Customer Experience Strategist

Role Overview

Stack Overflow is evolving our Customer Success approach to our most strategic customer base. With our largest strategic customers, it is critical that we deliver a best-in-class customer experience, assuring consistent monitoring of customer usage, assuring full adoption of the solution, and providing regular feedback on the delivery of value in customers achieving their desired outcomes.  We need a skilled strategic thinker, acting as a customer’s trusted advisor and subject matter expert.  The CXS serves as a SWAT team, capable of engaging customers to address specific adoption hurdles.  The Customer Experience Strategist is a value accelerator, focusing on project-based success tactics.  The CXS doesn’t own a book; they own the outcomes, deployed to specific accounts based on data-driven triggers or as needs arise from account team feedback.  The mission is to bridge the gap between “vendor-purchased software” to “outcome-centered realized value”.  Customer Experience Strategists serve as the product and methodology expertise to execute success plans in partnership with the customer.  The CXS is perceived by the customer as a neutral trusted advisor, measured by the ability to move the needle on adoption, health, and usage across the strategic customer base.

What you’ll do

• Trigger-based Intervention - Execute success plans initiated by health score indicators and alerts to identify root causes and drive enablement and adoption activities to remediate.
• Specialized Onboarding/Enablement - Lead in deep dive workshops, enablement sessions, and office hours as required to highlight specific features or promote Stack Internal to new user populations.
• Customer Experience Project Management - Manage short term engagement with high impact designed to address specific business problems 
• Best Practice Sharing - Develop and deliver blueprints for optimization of Stack Internal, showing customers how to align with their business-specific workflows and goals.
• Product Feedback - Serve as the voice of the customer internally for Stack Internal; gather feedback from customers to deliver actionable insights to inform Product and Engineering on the Product Roadmap.
• Cross-functional Collaboration - Partner with Account Executives to deliver proof of value necessary to support renewal and/or expansion conversations.

What you’ll bring

• Five to seven years of customer success, technical account management or professional services experience
• Deep subject matter expertise of Stack Internal; you are seen as the person others go to for the platform’s form and function.
• Analytical skills - you possess the ability to evaluate usage, telemetry, and health data (qualitative and quantitative) to diagnose customer adoption issues before they know them.
• Cross-functional collaboration - the CXS collaborates for feature feedback (product and engineering), defining desired outcomes (sales and marketing), common issues (support), and services needs our customers desire (business value and services)

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