CX Engagement Specialist
Remote
Full Time
Entry Level
Millennium Systems International is an exciting and dynamic software company based in Parsippany, NJ and was founded in 1987 to provide the beauty and wellness industry with forward-thinking, powerful management software and vital tools. We’ve built a company based on revolutionary technology, outstanding support, and more importantly, a strong passion to educate salon and spa owners on how to sustain success. Our software is utilized in thousands of salons and spas in over 36 countries, processes billions of dollars in transactions per year and is used by hundreds of thousands of users. Millennium Systems International is honored to have been named one of New Jersey's Top Workplaces for 2022, 2023 and 2024! We are currently searching for a CX Product Engagement Specialist to complement our team. This is a remote position.
Overview:
The CX Product Engagement Specialist is responsible for driving product adoption, optimizing the client journey, and leveraging data-driven insights to enhance client engagement. This role blends strategic and tactical initiatives to improve onboarding, retention, and overall client satisfaction. Working cross-functionally, the CX Product Engagement Specialist ensures that digital touchpoints and in-app experiences align with business objectives and client needs, ultimately reducing churn and strengthening company-client relationships. They will be responsible for managing, optimizing, and supporting key operational platforms, ensuring seamless integration and efficiency across many departments within MSI. This role will support Pendo, Gainsight, Vonage, SkillJar, and other business-critical systems, ensuring they align with company goals and enhance both internal operations and customer engagement.
Key Responsibilities:
Requirements:
What we offer:
Paid Time Off (PTO) and Holidays
Enjoy a generous 3 weeks of Paid Time Off (PTO) that begins accruing with every pay period from your very first day! Plus, you’ll enjoy ten (10) paid holidays throughout 2025, along with five (5) paid sick days and one (1) personal day—because we believe in taking care of you!
Medical, Dental, and Vision Benefits
Your well-being is a priority! We offer subsidized Medical, Dental, and Vision plans, with coverage kicking in quickly. It's all about making sure you stay healthy, happy, and well-cared for.
Life Insurance
Peace of mind for you and your loved ones! We provide Life Insurance and Accidental Death & Dismemberment (AD&D). What’s even better? Millennium Systems International fully covers the entire cost—100% on us!
Long-Term and Short-Term Disability Insurance
Stay secure no matter what life brings your way. Short-Term and Long-Term Disability insurance. And we’ve got your back—Millennium Systems International covers the full cost of Long-Term Disability at 100%.
401(k) Retirement Plan
Plan for your future with confidence! You’ll be eligible to enroll in our robust 401(k) plan. When you do, you’ll enjoy a 100% match on up to 4% of your contributions, thanks to our Safe Harbor plan. It’s our way of helping you build a brighter tomorrow.
Learning & Development Opportunities
We foster a culture of growth and professional excellence. As part of our benefits, we offer unlimited access to Udemy’s online courses, helping you refine your skills, explore new areas, and advance your career. Whether you're deepening your expertise or learning new technologies, we’re here to support your development every step of the way.
Overview:
The CX Product Engagement Specialist is responsible for driving product adoption, optimizing the client journey, and leveraging data-driven insights to enhance client engagement. This role blends strategic and tactical initiatives to improve onboarding, retention, and overall client satisfaction. Working cross-functionally, the CX Product Engagement Specialist ensures that digital touchpoints and in-app experiences align with business objectives and client needs, ultimately reducing churn and strengthening company-client relationships. They will be responsible for managing, optimizing, and supporting key operational platforms, ensuring seamless integration and efficiency across many departments within MSI. This role will support Pendo, Gainsight, Vonage, SkillJar, and other business-critical systems, ensuring they align with company goals and enhance both internal operations and customer engagement.
Key Responsibilities:
- Client Engagement & Adoption: Design and implement strategies to increase product adoption, drive engagement, and enhance the overall user experience.
- Journey Optimization: Analyze client interactions and identify opportunities to improve onboarding, feature adoption, and overall lifecycle experience.
- Digital Insights & Analytics: Leverage data from Pendo, Gainsight, and other platforms to assess engagement trends, measure success, and provide actionable recommendations.
- Strategic Enablement: Develop and execute targeted in-app messaging, guides, and campaigns to support business goals and client retention efforts.
- Cross-Functional Collaboration: Work closely with Implementation, Support, Client Success, and Product teams to align digital strategies with client needs.
- Churn Mitigation: Identify risk indicators through behavioral analytics and collaborate on proactive engagement strategies to enhance client retention.
- Platform Administration & Optimization: Manage and optimize engagement tools (Pendo, Gainsight, Vonage, etc.) to ensure seamless execution of digital engagement initiatives.
- Platform Administration & Optimization: Manage and maintain systems including Pendo (in-app engagement and guides), Gainsight (customer health tracking, journey orchestrator, and CTAs), and Vonage Call Flows.
- System Integrations & Enhancements: Work cross-functionally to optimize integrations between platforms such as Salesforce, Skilljar, and other business tools. Advise teams and research functionalities of different features, partners, or add-ons.
- Process Improvement & Automation: Identify opportunities to streamline workflows through automation and best practices.
- Documentation & Governance: Maintain up-to-date documentation, ensuring compliance with internal processes and security standards. Support cross-functional training efforts to avoid single point of failure.
Requirements:
- Understanding of HTML and CSS
- 2+ years of experience managing business systems (Pendo, Gainsight, Vonage, or similar).
- Strong analytical and problem-solving skills with the ability to translate data insights into action.
- Experience with system integrations (e.g., connecting Gainsight, Salesforce, and Vonage), knowledge of automation tools (Zapier, Power Automate) a plus, proficiency in engagement platforms such as Pendo, Gainsight, and other customer experience tools.
- Ability to work cross-functionally and support non-technical users.
- Experience in customer engagement, product adoption, digital strategy, or a related field.
- Passion for enhancing client experience and driving meaningful product interactions.
What we offer:
Paid Time Off (PTO) and Holidays
Enjoy a generous 3 weeks of Paid Time Off (PTO) that begins accruing with every pay period from your very first day! Plus, you’ll enjoy ten (10) paid holidays throughout 2025, along with five (5) paid sick days and one (1) personal day—because we believe in taking care of you!
Medical, Dental, and Vision Benefits
Your well-being is a priority! We offer subsidized Medical, Dental, and Vision plans, with coverage kicking in quickly. It's all about making sure you stay healthy, happy, and well-cared for.
Life Insurance
Peace of mind for you and your loved ones! We provide Life Insurance and Accidental Death & Dismemberment (AD&D). What’s even better? Millennium Systems International fully covers the entire cost—100% on us!
Long-Term and Short-Term Disability Insurance
Stay secure no matter what life brings your way. Short-Term and Long-Term Disability insurance. And we’ve got your back—Millennium Systems International covers the full cost of Long-Term Disability at 100%.
401(k) Retirement Plan
Plan for your future with confidence! You’ll be eligible to enroll in our robust 401(k) plan. When you do, you’ll enjoy a 100% match on up to 4% of your contributions, thanks to our Safe Harbor plan. It’s our way of helping you build a brighter tomorrow.
Learning & Development Opportunities
We foster a culture of growth and professional excellence. As part of our benefits, we offer unlimited access to Udemy’s online courses, helping you refine your skills, explore new areas, and advance your career. Whether you're deepening your expertise or learning new technologies, we’re here to support your development every step of the way.
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