LogMeIn

  • Digital Engagement Specialist- Bold360 Product

    Job Locations US-MA-Boston
    Category
    Business Systems
  • Overview

    As a Digital Engagement Specialist, you’ll be assisting in the implementation and optimization of digital channels such as live chat and AI-driven solutions. You will be involved in the implementation and configuration of custom solutions to help scale in a consistent approach as well as find opportunities to optimize based on usage trends and direction of the business. If you are passionate about enabling customers through digital channels, then come join us on this journey!

    Responsibilities

    • Become an expert of Bold360 solutions and promote product development by keeping abreast of new and upcoming enhancements.
    • Assist with online engagement implementations including architecture, configuration, branding, testing, and optimization.
    • Develop training materials and conduct training for CSP team on how to properly use  Bold360 by applying industry best practices and standards.
    • Build and prototype solutions to support the needs of the CSP team.
    • Serve as a liaison between CSP and Bold360 team, escalate Bold360 issues, and bring back to the CSP team any new features or work that will impact our Bold360 implementation.
    • Work closely and collaboratively with CSP Team to prioritize and plan activities, build and manage strong governance processes to ensure ongoing alignment, and deliver on stated project goals.
    • Monitor, maintain, and report services levels, develop and communicate key metrics (KPIs) to stakeholders
    • Ensure security and compliance processes and standards are implemented and monitored within the digital ecosystem in accordance with LMI standards
    • Identify digital communications trends, best practices, strategies and challenges for LMI
    • Act as main point of contact to ensure website tags are correctly generating relevant traffic.
    • Partner with CSP team to deliver a consistent customer experience approach in line with brand values.
    • Assist CSP Team with any questions or concerns regarding the software.
    • Additional responsibilities as identified or needed

    Qualifications

    • Strong project management skills for managing both internal and cross-functional resources
    • Strong organizational skills, both in time management and documentation
    • Strong problem-solving capabilities with a ‘get it done’ attitude, helping to overcome any technical hurdles with the adoption and deployment LogMeIn solutions
    • Strong communication and presentation skills both technically and non-technically
    • Strong skills with web technologies; proficient in HTML/CSS/JS, CRM, CDN, CMS, Analytics, and Tag Management Systems
    • Thirst for learning.
    • Customer-focused.
    • 3-5 years of experience 

    Nice to Have Skills:

    • Project Management experience
    • Customer Success experience
    • Experience with integrating with APIs/SDKs
    • Live chat experience
    • Web UI/UX experience
    • Experience with AI/ML a plus

    About

    LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

     

    OUR VALUES
    Be Accountable - even when no-one is looking
    Thrive Together - greatness comes from unlocking each other’s potential
    Advance Confidently - we find opportunity and act on it
    Collaborate Openly - our whole is greater than the sum of our parts
    Engage Fearlessly - we speak up and listen

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