CX Tools Strategist

Remote

Mailchimp is a leading marketing platform for small business. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaign, CRM, and analytics tools.

We are looking for a CX Tools Strategist to help support the depth and impact of Mailchimp’s customer insights program. In this role, you will act as a technical lead and liaison between the business side and engineering partners to define and execute strategies for data tracking, integrations, stakeholder enablement, and overall health of Mailchimp’s CX tools ecosystem. This role is perfect for someone who enjoys using technology strategically, problem solving, and working with others to define creative solutions to better understand the customer. 

What you’ll do here: 

  • Drive roadmap coordination and management across CX Tools (Qualtrics, Fullstory) and in conjunction with matrixed tools (Pendo, Stella Connect, Zendesk) to align on execution impact and required analysis
  • Own FullStory platform strategy and drives FullStory roadmap for integration across Mailchimp, including integrations and data layer planning, segment, conversion and reporting governance. 
  • Advise stakeholders on best-fit solutions for collecting, monitoring, and interpreting data related to the customer experience. 
  • Work with platform leads, project managers, and engineers to ensure technical implementation, integrations, and platform performance are strong. 
  • Work with analytics and engineering to manage site instrumentation and data capture, oversees backlog of data needs. 
  • Facilitates workshops and conversations for a variety of outcomes such as driving consensus and navigating priorities. 

We’d love to hear from you if you have: 

  • Experience as a solution engineer/strategist or technical account manager/advisor with strong program management skills. 
  • Background in selection, implementation, and vendor management of 3rd digital/MarTech tools such as Qualtrics and Fullstory. 
  • Account advisory experience (agency/etc)
  • Understanding and experience with CRM use cases, functionality, and integrations. 
  • Demonstrated competency with analytical tools (Google Analytics, BigQuery, Qualtrics, Looker, Tableau, session replay, etc).
  • Knowledge of CX and Voice of Customer strategy (survey development, feedback loops, and listening post opportunities to gain additional customer insights). 
  • Experience in organizing, planning and executing work from the visioning stage through implementation, involving numerous stakeholders. 
  • Exceptional relationship-building, presentation, and written / oral communication skills.

At Mailchimp, we understand that experience comes in many forms. We don’t just appreciate differences, we celebrate them, support them, and hire peeps from a wide variety of backgrounds because it makes our company stronger. We’re dedicated to adding new perspectives to the team - so if your experience aligns with what we’re looking for (even if you don’t check every single box), please consider applying!

How you’ll work:  Our Core Leadership Behaviors are the observable and measurable leadership actions and skills that contribute to our effectiveness and success in our roles at Mailchimp. They determine how we do our jobs and how we meet our goals, enabling us to bring out the best in each other and execute on our strategic plans to deliver for our customers.

  • Thriving in Complexity: You unravel and make sense of potentially sophisticated, incomplete, and contradictory information to effectively solve problems. 
  • Nimble Learning: You tackle problems with experimentation, using successes and failures to inform future decisions
  • Expecting the best: You hold yourself and others accountable to meet commitments
  • Collaborating Courageously: You build partnerships across the company and work collaboratively with others to meet strategic goals
  • Cultivating Candor: You act with integrity and earn the confidence and trust of others through honesty and authenticity
  • Inclusive Leadership: You recognize the value diversity brings to our organization and leverages different perspectives to enhance organizational culture and drive performance
  • Customer Obsessed: You listen hard to customers, understand their challenges, develop relationships with them, and deliver products that remove their obstacles
  • Action Oriented: You initiate new opportunities and face tough challenges with a sense of energy, enthusiasm and service.

*Mailchimp currently offers flexible and remote options in Arizona, Arkansas, California, Colorado, Georgia, Florida, Illinois, Kentucky, Louisiana, Massachusetts, Minnesota, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, and Washington. If you are unable to work from one of these registered locations, you will not be eligible for employment. 

The salary range for this role in Colorado is $105,000 to $126,000 and final offers are determined using multiple factors including experience and level of expertise. For all other locations, the salary range will vary by geographic market and will be determined through the selection and assessment process for this role relative to your experience and our job qualifications. This position may also be eligible for an annual company performance based-bonus and/or a quarterly performance bonus. Mailchimp complies with applicable law regarding pay transparency.

Curious how hiring has shifted at Mailchimp due to Covid-19? Click here to find out more! 

Mailchimp is a founder-owned and highly profitable company headquartered in the heart of Atlanta with offices in Brooklyn, Oakland, Vancouver, and London with additional remote work locations available. Our purpose is to empower the underdog, and our mission is to democratize cutting edge marketing technology for small business. We offer our employees competitive compensation, fully paid benefits (for employees and their families), and generous profit sharing, and are a flexible-first organization. We hire collaborative, customer obsessed, problem solvers and give you ample opportunity to grow and succeed.

Mailchimp is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by federal, state or local law. 

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