Unily Lower Eashing, England, United Kingdom

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Unily Lower Eashing, England, United Kingdom

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About Unily

Unily partners with the world’s largest and most complex enterprises to power Organizational Velocity through digital Employee Experience transformation. Iconic brands, including Estée Lauder Companies, CVS Health, and British Airways, use Unily’s market-leading Employee Experience platform to improve productivity, streamline communication, and foster a highly connected workplace.

About Unily

Unily partners with the world’s largest and most complex enterprises to power Organizational Velocity through digital Employee Experience transformation. Iconic brands, including Estée Lauder Companies, CVS Health, and British Airways, use Unily’s market-leading Employee Experience platform to improve productivity, streamline communication, and foster a highly connected workplace.

Unily is the only triple leader recognized by all three of the major analysts. Unily is recognized as a Leader in the 2024 GartnerMagic Quadrantfor Intranet Packaged Solutions, the 2024 Forrester Wave: Intranet Platforms, and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024. With these accolades, we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.

Job Purpose

Our Digital vision is to deliver scaled, integrated experiences across our customer base, providing a seamless offering that drives undeniable value for our customers, and sustainable efficiency across our business. While we are on a journey to digitize and automate, our customers are enjoying a combination of 1-to-many engagements, a community-led approach, and self-service resources to help them achieve value!

Reporting to the Head of Digital Customer Success, this high-exposure role collaborates with CSMs, Operations, and Community experts to drive customer value through both project-based and programmatic initiatives to ensure that our customers get value from our offering.

In this role you can expect to develop an astute understanding of the end-to-end customer lifecycle, collaborating across teams to deliver a consistent, aligned, and enduring customer experience.

Main Responsibilities

Customer Engagement:

• You will host pre and post event facilitation of monthly success calls (1-to-many webinars) and open hours (interactive, drop-in Ask Me Anything (AMA) sessions).
• This person will be responsible for tracking, responding and managing incoming customer queries destined for the Success Hub team
• You’ll respond quickly to tasks triggered by emerging risks or opportunities, helping to drive timely, informed actions. i.e. customer survey responses or health alerts
  
  

• You will take part in virtual event planning & scheduling
• You’ll support initiatives focused on ensuring data integrity and normalization in Planhat Vi.e. contact identification & management
  
  

• You will have the opportunity to contribute and coordinate initiatives in relation to customer facing digital innovation roadmap items
  
  

• Possesses a customer first mentality that leans towards service, community or customer success-led experiences
• Brings a curious and eager attitude that wants to learn the ins and outs of the Unily product
• Excels in collaboration and is someone who can work autonomously and transparently to achieve shared objectives
• Has the ability to communicate clearly and allows personality to shine through their work whether it’s on a virtual stage or via e-mail
• Understanding the ‘why’ comes intrinsically to you, as does a solution mindset.
• Demonstrates strong communication skills and is an empathetic networker that actively listens to the needs of the business and its customers.
• Proven ability to engage and influence teams internally and externally to gain buy-in
• Intermediate knowledge/use of Planhat
• Understands the need for data quality and integrity
• e.g. The ideal candidate is good at rolling their sleeves up to support operational objectives so that our overall execution is top notch
  

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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