Remote CX Strategy Manager, Engagement

Summary

Join the Go1 team as a CX Strategy Manager and be at the heart of shaping customer experiences by driving key strategies that support customer success. As a CX Strategy Manager, you will lead initiatives that enhance customer satisfaction and loyalty, ensuring they have a seamless and impactful experience with our platform.

Requirements

• 3+ years of customer-centric marketing project management experience including: Developing and producing engaging campaigns, experiences, playbooks or communications
• Prioritizing and managing issues to ensure on-time and on-budget delivery
• Pulling and analyzing data, synthesizing insights, reporting on results, and quickly adapting and pivoting as needed to deliver on OKRs
• Demonstrated success building new business outcome-based content and communications targeting specific audiences
• Adjusting and resolving HTML formatting issues, troubleshooting and working directly in various technology platforms
• Metrics definition and establishment of tracking process for campaigns – including quantifying the impact of engagement campaigns on business results
• Use of insights to create high impact programs, with a bias for experimentation
• Exceptional proofreading and editorial skills
• Excellent communication skills, the ability to repurpose, reframe, and reuse content into a customer journey using a variety of mediums including email, blogs, videos and webinars
• Strong cross-functional collaboration skills with colleagues at all levels
• Experience soliciting, synthesizing, capturing requirements and translating these into plans to develop solutions

Responsibilities

• Design, execute and iterate customer comms and campaigns that are time-based or tied to lifecycle milestones, from onboarding and launch to renewal and expansion, to drive customer growth and outcomes
• Produce and execute many activities (b2b and b2b2c) to help customers get & share ideas and best practices, drive adoption and engagement with our product, and build a culture of learning within their organization - such as webinars, office hours, pre-packaged campaigns, case studies or supporting assets
• Support the development and maintenance of self-serve resources and enhance the Go1 Customer Hub to ensure it’s an engaging place where customers can find what they need
• Collaborate with stakeholders (e.g., Product Marketing, Brand and Comms) to distribute calendar-based customer comms such as product and content releases and promotions showcasing our content offering
• Support the development of playbooks and prescriptive guides tied to customer goals and outcomes that will help their customers realize their objectives
• Identify and surface system enhancements that will enable better targeting and improved experiences, and where required lead the scoping, requesting, and testing
• Measure the success of your work, and optimize your approach based on the resulting insights

Benefits

• Competitive incentive plan in addition to salary
• Employee Stock Option Plan
• Insurance benefits with generous premium coverage
• Flexible approach to work
• Monthly work from home or transport reimbursement
• One time work from home office set up budget
• Unlimited access to the Go1 Learning Hub, and mentorship program
• Professional development fund
• Volunteer leave to give back to the community
• PTO + Wellbeing days
• Flexible public holidays - take the days off that are important to you, swap out the ones that are not
• Family planning & parental leave, plus support for parents returning to work
• Wellness initiatives and an Employee Assistance Program