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Director, Digital Success

Closing: Dec 31, 2022

This position has expired

Published: Dec 28, 2022 (2 months ago)

Job Requirements

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Job Summary

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Requirements

  • Cross-functional leader partnering with many teams (Marketing, Product Growth, Data, CS, Digital, Ops)
  • Deep experience with email campaigns, in-app experience webinars/events, and certifications
  • Customer engagement experience (has been in Sales, CS, etc. vs. pure marketing automation background)
  • Analytical, metrics-driven with A-B testing and proving Digital value
  • 3-4 years experience managing people
  • Strategic thinker, demonstrating by establishing plans, executing, and measuring effectiveness
  • Gritty, proven with results
  • Demonstrated progressive experience with Digital Programs, Customer Marketing, or related experience with a technical SaaS or subscription software service
  • Demonstrated progressive customer success experience leading relevant teams (Customer Success Managers, Account Management, Customer Marketing, Demand Gen) and/or operations
  • Experience with defining and leading digital engagement strategies (i.e., digital journey creation, content marketing, etc.)
  • Experience with software development tools, practices, and methodologies is a plus
  • Experienced leading cross-functional initiatives in mid-sized or large organizations (i.e., 1000+ employees)
  • Management experience with a team of at least 5 team members
  • Experience with digital engagement approaches and methods (i.e., Digital Customer Success / tech touch, Digital Marketing)
  • Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
  • Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management
  • Ability to use GitLab
  • Ability to learn GitLab as part of the role
  • You share our values and work in accordance with those values


Responsibilities

Requirements

  • Cross-functional leader partnering with many teams (Marketing, Product Growth, Data, CS, Digital, Ops)
  • Deep experience with email campaigns, in-app experience webinars/events, and certifications
  • Customer engagement experience (has been in Sales, CS, etc. vs. pure marketing automation background)
  • Analytical, metrics-driven with A-B testing and proving Digital value
  • 3-4 years experience managing people
  • Strategic thinker, demonstrating by establishing plans, executing, and measuring effectiveness
  • Gritty, proven with results
  • Demonstrated progressive experience with Digital Programs, Customer Marketing, or related experience with a technical SaaS or subscription software service
  • Demonstrated progressive customer success experience leading relevant teams (Customer Success Managers, Account Management, Customer Marketing, Demand Gen) and/or operations
  • Experience with defining and leading digital engagement strategies (i.e., digital journey creation, content marketing, etc.)
  • Experience with software development tools, practices, and methodologies is a plus
  • Experienced leading cross-functional initiatives in mid-sized or large organizations (i.e., 1000+ employees)
  • Management experience with a team of at least 5 team members
  • Experience with digital engagement approaches and methods (i.e., Digital Customer Success / tech touch, Digital Marketing)
  • Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
  • Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management
  • Ability to use GitLab
  • Ability to learn GitLab as part of the role
  • You share our values and work in accordance with those values


  • Develop and deliver digital initiatives to improve the effectiveness and efficiency of sales and adoption capabilities for GitLab prospects and customer, including:
    • Digital customer journey and experience
    • Customer journey development
    • Go-to-market (GTM) and/or customer adoption campaigns, including collaboration with Marketing, Product, Data Teams, and Sales Operations
    • Digital journey development, content creation and curation, and metrics
    • Enhance and augment digital experience for TAM-led customers
  • Cross-functionally align the digital experience across email, in-app, the customer portal, Product feedback, etc. for a cohesive customer experience
  • Define, lead and track strategic and operational digital programs to successful completion
  • Design, evaluate, and measure digital programs against internal targets for continuous improvement
  • Leverage data and analytics to develop, lead, and measure results for GTM sales and adoption-related initiatives, programs, and campaigns


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