Digital Workplace Customer Engagement Manager

Position Overview:

The Customer Engagement team can best be understood as a Customer Success team, playing a pivotal role in supporting TCCC’s use of the Digital Workplace suite of platforms much as a Customer Success team plays in a software company. The team’s goal is to ensure a return on strategic investment the company has made in advanced digital workplace technology by helping individuals and teams understand and truly leverage the tools provided. The Customer Engagement team is most deeply involved in the customers’ daily work experiences, so they will provide critical feedback to the Product and Communications teams on challenges and opportunities to evolve the DWP strategies and digital tools.

The Customer Engagement Manager role is to understand how our platforms are supporting our employee’s business needs, create strategy and models for driving scaled education and adoption with the suite of tools, and develop strategic relationships with stakeholders and potential partners to advance modern ways of working across the organization, including key groups in Technology Services, Platform Services and HR.

The CEM will be responsible for creating, socializing and stewarding educational and adoption programs as well leading discovery efforts, developing new change management programming, content and toolkits. They will facilitate consultation sessions, workshops and trainings to support and guide leaders and teams on modern ways of working.

The CEM will play a pivotal role in guiding our DWP Customer Engagement Regional Leads, supporting them with DWP’s strategic vision and priority initiatives, subject matter expertise with DWP tools and programming, resources and support. This role will also support leading our Digital Workplace Champions, OU Digital Leads and Super User Communities, nurturing and building a network of advocates, influencers, and champions across the organization. Additionally, the CEM will oversee progress, outcomes and success of the scaled adoption efforts across the business, both quantitative and qualitative.

Function Related Activities/Key Responsibilities:

• Build and foster strategic partnerships across the organization focusing on change management efforts and DWP advocacy: 
• Internal Comms, Capabilities, Regional IT and Tech Services, Sr. Leaders, HR Leadership and BPs, OU Digital Services, EAs 
• Connect the dots with existing culture and capability initiatives: 
• Improved Collaboration and Ways of Working, Leadership Growth Behaviors, Culture and Engagement, Reducing Ineffective Meetings, Workload, Wellbeing
• Seek to build advocacy and new opportunities with sr. leaders across the business and support their teams with consultation, training and resources on modern working
• Understand customers’ needs and outcomes by asking good questions, attending key meetings and looking for opportunities to drive modern behaviors
• Center the users and their business goals in all activities – understanding the users and what they are trying to accomplish – meet their “unmet and unarticulated needs”
• Facilitate DWP adoption and education programs, as needed (Tackling Teams Together Bootcamp; Work and OKR Management; External Access Strategies)
• Monitor and curate adoption metrics and find opportunities for stronger use of the platforms
• Consolidate and report out on all respective adoption efforts, communicating back progress and success metrics to DWP leadership on a regular cadence using quantitative and qualitative metrics
• Understand how TCCC measures platform adoption and what drives the metrics and seek to implement programs that will “move the needle.”
• Support and guide our DWP Customer Engagement Regional Leads, aiding them with, prioritization, subject matter expertise with DWP tools and processes, scaled content and resources, consultation support, co-leading workshops as needed, etc. 
• Steward and guide our Digital Workplace Champions and Super User Communities, nurturing and building networks of advocates, influencers, and champions across the organization.
• Stay abreast of thought leadership from other companies to understand how they are leveraging collaboration and productivity tools and seek to apply to solve customers’ problems

Education Requirements:

BA/BS in Communication, UX/UI, MIS or related fields

Related Work Experience:

• Experience in areas such as: change management, client services, communications, customer success, engagement strategies, project management, capability development, or consulting
• Proven success in relationship management skills that drive meaningful partnerships and connections
• Experience in consulting with customers rather than simply fulfilling their requests -seeking to understand the why behind their questions and lead them to the best answer
• Experience with impactful presentation and influencing. Experience with leading workshops and group trainings a plus.
• Proven experience in independently managing projects that are on-time, organized, thorough and impactful

Functional Skills:

• Executive presence – comfortable meeting with and tactfully advising leadership
• Passion for driving cultural change and providing effective digital solutions
• Ability to see the bigger picture, finding creative ways to include modern work into organizational capability building priorities and programs
• Technology-forward – has a hands-on, no-fear approach to learning new technologies – dives in, “plays around” with new tools
• Familiar with Microsoft platforms: O365, Teams, Yammer, OneDrive, SharePoint, Power BI, etc.
• Proven success in building relationships and credibility with diverse teams

Skills

Relationship Management; Process Improvements; Project Management; Storytelling; Strategy Development; Consulting; Communicating Change; Business Partnerships

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.