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At Updater, we're dedicated to transforming customer experiences through innovative digital solutions. We’re on the lookout for a dynamic and experienced Digital Adoption Platform Lead to join our Customer Success and Training Team. In this role, you’ll play a crucial part in shaping and enhancing our digital customer journeys, driving adoption, and optimizing our Digital Adoption Platform (DAP).

Key Responsibilities:

Own and Innovate the Digital Customer Journey: Lead the design, development, and execution of an end-to-end digital customer journey that emphasizes automation and seamless onboarding.
Manage the DAP: Take ownership of the Digital Adoption Platform, ensuring it’s effectively maintained and continuously improved.
Map and Optimize Digital Experiences: Develop comprehensive digital experience maps for post-sales journeys. Document and analyze key touchpoints across various personas to enhance the customer experience.
Conduct Research: Validate digital journeys through both qualitative and quantitative research, identifying and addressing pain points.
Drive Customer Success: Investigate and resolve issues for customers who are not engaging in high-value journeys, and create initiatives to re-engage them effectively.
Create Playbooks and Content: Develop standardized playbooks, automated emails, and other digital interventions to support various stages of the customer journey.
Collaborate and Build: Work closely with internal teams (Product SMEs, Training, Support) and external stakeholders to build, test, and refine the DAP.
Analyze and Optimize: Use data to discover opportunities for improving the digital customer journey and implementing changes that reduce friction and enhance information accessibility.
Report and Measure: Enable effective reporting and data distribution, and measure the impact of digital solutions against defined KPIs to ensure ROI.

Qualifications:

Digital Adoption Expertise: Proficient in digital adoption technologies and tools (e.g. Gainsight PX, Pendo, WalkMe, Whatfix).
Technical Skills: Experience with HTML, CSS, and JQuery is a plus. Proficiency in MS Word, Excel, and PowerPoint is required.
Research and Analysis: Strong background in customer journey mapping, qualitative and quantitative research, and data-driven decision-making.
Communication Skills: Exceptional written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences.
Project Management: Proven ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.
Customer-Centric: Deep understanding of human-centered design principles and customer experience frameworks.

Desired Skills:

Experience with SaaS platforms and global customer bases.
Quantitative analysis experience.
Previous experience leading cross-functional projects and managing digital adoption programs.

Nice to have:

Experience with LLM
Leveraging AI for Customer Success

The anticipated hiring range for this position is $122,469 to $174,956 annually, depending on skills, experience, and other qualifications aligned with Updater's internal leveling guidelines. This job posting will remain open until March 17, 2025.

About Updater & MoveHQ

Updater and its wholly owned subsidiary, MoveHQ, make moving easier for the 12 million households that relocate every year in the US. With Updater & MoveHQ, users seamlessly forward mail, transfer utilities, connect TV and internet, and much more. Thousands of the most prominent real estate companies in the US (from real estate brokerages to multifamily and relocation companies) rely on Updater’s real estate products to save clients hours with a branded and personalized Updater moving experience. By integrating MoveHQ moving services in Updater’s core application, a powerful consumer move management platform was created and remains unmatched in the industry.

Updater has raised over $450 million from leading investors, including SoftBank Capital, Vista Credit Partners, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. Updater has ranked on Crain's Best Places to Work in NYC in 2016, 2018, & 2021. For more information, please visit www.updater.com.

Updater & MoveHQ are proud to be equal opportunity employers and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.

Benefits: The Company offers the following benefits for this full-time position, subject to applicable eligibility requirements:

Medical, Dental, and Vision Insurance
Unlimited PTO
13 paid company holidays annually
Updater Stock Options
401(k)
Commuter Benefits
Personal Wellbeing Subsidy
New Hire Subsidy
One Medical Membership
Short Term Disability Insurance
Supplemental Life Insurance
12 weeks of Primary Caregiver Parental Leave