Omni-Channel Journey Specialist

Role Overview:

We are seeking an Omni-Channel Journey Specialist who understands the modern digital customer journey. You will intercept inbound leads across multiple digital touchpoints, adapting seamlessly to the customer's communication style. You will take ownership of the middle-of-the-funnel, nurturing inquiries with a personal touch until they are fully primed for our technical closing team.

Key Responsibilities:

* Omni-Channel Engagement: Seamlessly transition between social media DMs, emails, phone calls and video chats to meet the customer exactly where they are.

* Strategic Lead Nurturing: Develop a follow-up cadence. Share relevant content, answer intermediate-level questions, and overcome initial hesitations.

* Lead Qualification: Accurately assess the customer's timeline, budget, and readiness to buy before initiating a handover.

* Frictionless Handovers: Brief the technical sales team comprehensively on the customer's journey, pain points, and preferences to ensure a warm, effective final pitch.

* Process Feedback: Identify common drop-off points in the customer journey and suggest ways to improve our communication strategy.

Requirements:

* 3 to 5 years of experience in lead nurturing, digital customer success, or inside sales.

* Strong conceptual understanding of omni-channel retail/sales models.

* Proven ability to read buying signals and navigate conversations comfortably across various digital and voice channels.

* Experience using CRM systems to track complex customer journeys.