Digital Success Manager

The Digital Success Manager (DSM) is a key partner guiding independent distributors to achieve their strategic objectives, enable transitions and support independent distributors on their digital journey. The DSM helps to drive adoption of AD platforms and tools and supports retention and expansion of our AD services by being a trusted advisor to participating members. DSM is an expert in the AD tools, digital strategy, eCommerce partners and on growing a culture of harmonizing, understanding, and acting on digital needs. DSMs accomplish this by being empathetic and seeking to understand our members’ challenges and needs and respond with a problem-solving mindset. By relying on experience, business acumen, and technical aptitude, this role is the driving force that enables our members to unlock their digital potential. Acting as a trusted advisor and voice of the member, the Digital Success Manager will support members to continuously evolve the service to align with Members’ digital growth strategies.

Primary Responsibilities:

Lead 60+ participating members AD Member PIM and tool adoption, enable transitions and member satisfaction.

Educate and advise on potential use cases and workflows.

Increase member engagement scorecard KPIs to support retention (to be created by the Sr. Director of digital success.)

Drive adoption in the AD Member PIM and other AD tools.

Drive accountability for deliverables internally and among customer and partner teams.

Through regularly conducted touchpoints, establish a trusted/strategic advisor relationship with assigned members and drive continued value of our solution and services.

Coordinate appropriate resources for each meeting to obtain the desired outcome.

Act as the primary liaison, conduct quarterly calls, and manage relationships with Members.

Manage account issues and work closely Sr Director, Digital Success for any escalations.

Maintain your own current functional knowledge and technical knowledge of the AD Member PIM and tools.

Collect product feedback and advocate for the member.

Attending the AD divisional NAM, AD Functional Leader Summit, industry events.

Well versed in industry news, technology products, platforms, and partners to provide and maintain a deep industry and ecosystem expertise.

Oversee the continuous integration and onboarding of Members in AD eCommerce Solutions.

Collaborate on developing and executing strategic and tactical business plans with the cross-functional team to support the solution.

Create and deliver onboarding and training materials including developing best practices documentation and training documents & videos, share insights, and gather feedback on the program.

Conduct regular eContent audits to ensure data accuracy, integrity, and compliance with established standards.

Present in educational webinars.

Requirements

Knowledge, Skills and Abilities:

Proven track record in client success/account management.

Motivated and self-starting.

Detail-oriented.

Be a problem solver who is solution oriented.

Must be able to communicate effectively and in a constructive manner.

Strong experience with cross-departmental collaboration and cross-functional teams.

Strategic Thinking: Ability to develop and implement comprehensive strategies and plans.

Communication: Strong interpersonal and communication skills to manage relationships, facilitate and present in meetings.

Project Management: Expertise in managing complex projects, including onboarding, training, and audits.

Analytical Skills: Capability to analyze data, monitor performance, and identify areas for improvement.

Problem-Solving: Proficiency in addressing challenges and implementing solutions to enhance digital success.

Qualifications:

Bachelor’s Degree

4-5 years in eCommerce or Digital role.

Recent experience in a relationship-based role such as customer facing or account management.

Strong communication skills (both verbal and written).

Quick learner with the ability to grasp technical concepts and capable of mastering new operating and digital platforms/systems.

Experience working in a fast-paced, high-growth work environment.

Experience with Salesforce CRM and Excel including reporting, workflow, and dashboard views.

Highly organized, self-starter with excellent time management skills that provides capacity to manage multiple projects along with crafting efficient workflows.

Additional Comments:

Position is based in Wayne, PA where we have a hybrid work schedule with 3 days in the office (Tuesdays-Thursdays & Mondays and Fridays remote)

Travel: Minimal

Business hours are 8:00 a.m. to 5:00 p.m. although work outside of these hours may be required.