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Head of Scaled Customer Success, Engagement and Enablement

Apollo Graph

Apollo Graph

Customer Service, Sales & Business Development
United States · Canada
Posted on Tuesday, May 21, 2024
At Apollo GraphQL, we're pioneers in GraphQL API management, empowering businesses to develop, deploy, and scale their APIs with unprecedented speed. Our mission is to redefine developers' interaction with data, unlocking the full potential of GraphQL.
Are you an accomplished Customer Enablement leader who loves leading Customer Education, Scaled Customer Success, and Community Engagement strategies? Are you ready to take on a business-critical role that shapes how we scale and reach more customers?
As Apollo’s Head of Customer Enablement, you will play a pivotal role in scaling how we reach more customers to help them understand how to use Apollo GraphQL best, ensure their success in a 1:Many scaled fashion using tech touch and self-service education, and nurture highly engaged brand champion relationships between them and Apollo as part of a rapidly growing community. You’ll also be responsible for broadly enhancing customer engagement, onboarding, and loyalty through digital channels.

What you'll do

  • Develop and execute a comprehensive digital customer success strategy, enhancing customer experience across all touchpoints (customer self-service and low-touch adoption motions, product and feature activation and consumption journeys, customer success and education activation strategies, and Customer Education and in-product, out-of-product learning experiences for both online and offline interactions).
  • Build and maintain the Self-Service/Scaled customer journey lifecycle and how it gets instrumented and optimized through Education, Scaled Success, Support, and Community initiatives. Instrument self-service tools and pathways that empower users to troubleshoot issues independently, reducing the need for direct human support.
  • Utilize data analytics to identify patterns and trends in customer interactions, leading to targeted improvements in the overall customer experience.
  • Collaborate with internal stakeholders to leverage cutting-edge technologies that elevate the quality of interactions with Apollo’s customers.
  • Develop an integrated technology engagement strategy for Apollo’s customer community, which lives in different chat, discussion, and forum technologies. Nurture growth in Community knowledge sharing as part of a scaled activation and enablement motion.
  • Deliver measurable scaled-success engagement tactics and proactive + interventional success playbooks for 1:many customer engagements.
  • Establish v1 of an AI Assist strategy for our customer engagement.

Who you are

  • You have successfully led Customer Enablement strategies.
  • You have strong business acumen in self-service strategies.
  • You’re data-driven and understand how to leverage data to set up a/b tactics for improving customer engagement with products.
  • You understand curriculum and certification differentiation by personas.
  • You understand community champion archetypes, motivations, and community-building tactics, as well as the value of an MVP program and how to activate MVPs.
  • You have experience delegating and goal setting with managers and coaching them on taking on new ‘unknown’ problems to figure them out.
At Apollo, we strive to provide competitive, market-informed compensation whilst ensuring consistency within the team in each country. We make hiring decisions based on your skills, experience, and our overall assessment of what we learned during the hiring process.
In addition to the U.S. base salary range, we also provide equity and benefits. Apollo offers all U.S. employees a choice of 3 Anthem Blue Cross medical plans and California residents can also choose from an additional 2 Kaiser medical plans. Dental and Vision benefits are provided by Sun Life Financial.
Location: This is a remote position that can be done from anywhere in the United States or Canada.
Equal Opportunity: Apollo is proud to be an equal opportunity workplace dedicated to pursuing and hiring a talented and diverse workforce.
Privacy: California residents applying for positions at Apollo can see our privacy policy here.
E-Verify: Apollo is an E-Verify employer and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information please visit E-Verify.