Experienced Customer Experience & Support Product Marketing Manager - Help Center Strategy & Customer Communications

Join the Team at blithequark: Where Great Internet Meets Exceptional Customer Experience At blithequark, we're passionate about harnessing the power of great internet to make a positive impact on people's lives and communities. As a leading provider of internet services across the United States, we're committed to building a welcoming workplace where individuals who want to make a difference can grow their careers. Our team is dedicated to delivering exceptional customer experiences, and we're looking for a talented Customer Experience & Support Product Marketing Manager to join our Customer Marketing team. About blithequark and Our Mission As an innovative company in the telecommunications industry, blithequark brings cutting-edge internet services to homes and businesses, fostering connectivity and community growth. Our mission is to provide superior internet experiences while building a diverse and inclusive workplace culture. We're part of a larger ecosystem that values innovation, collaboration, and customer satisfaction. Job Summary We're seeking an experienced Customer Experience & Support Product Marketing Manager to lead our customer-facing help and support efforts. As a key member of our Customer Marketing team, you'll develop and execute strategies to ensure our customers receive timely, valuable communications across various marketing platforms. You'll work closely with cross-functional teams to enhance the customer experience, drive engagement, and foster loyalty. Key Responsibilities Develop and Execute Customer Experience Strategies: Own the strategy for operating the customer-facing Help Center end-to-end, ensuring seamless customer interactions and issue resolution. Manage Customer Support and Communications Programs: Execute customer support and communications programs and initiatives that enhance the customer experience, including Help Center content, transactional email, and other marketing collateral. Collaborate on Cross-Functional Projects: Work with various teams, including Sales, corporate communications, legal, webmasters, product development, and engineering, to drive organization-wide initiatives, new product launches, and product updates. Analyze Customer Insights and Benchmarks: Leverage and define insights on tracking benchmarks and key performance indicators to provide a rigorous plan of continuous content improvement for customers. Develop Roadmap for Help Center Content: Support the development of a roadmap for Help Center content and its syndication across channels such as Web, Portal, and internal knowledge bases. Liaise Between Teams: Act as the primary liaison between Customer Marketing and other cross-functional teams on help-based projects and initiatives. Requirements and Qualifications Minimum Qualifications: Experience in Help or Support Content: 5 years of experience in a help or support content, user education content, technical writing, or content strategy role. Content Management Systems: Experience with content management systems and software such as KMS and Lighthouse. Research and Analysis: Experience utilizing research techniques to understand the customer journey, insight frameworks, and analyze data into actionable feedback to drive engagement. Product Vision and Communications: Experience driving product vision and cross-channel communications. Technical Program/Project Management: Experience in technical program/project management. Preferred Qualifications: Strategy and Operations Background: Strategy and operations background, either in-house or as a consultant. HTML Experience: HTML experience. SEO Experience: SEO experience. Devices and Hardware or Telecommunications: Previous experience working in devices and hardware or telecommunications. What We Offer At blithequark, we're committed to providing an exceptional work environment and competitive compensation package. Our US base salary range for this full-time position is between $105,000-$154,000, plus bonus, equity, and benefits. We also offer: Opportunities for Growth: Professional development and career growth opportunities in a dynamic and innovative industry. Inclusive Workplace Culture: A welcoming and inclusive workplace culture that values diversity, equity, and inclusion. Competitive Benefits: Comprehensive benefits package, including bonus, equity, and benefits. Flexible Work Arrangements: Flexible work arrangements, including remote work options. Our Commitment to Diversity, Equity, and Inclusion At blithequark, we're committed to equal opportunity employment and creating an accessible, inclusive workplace for everyone. We value diversity in our workplace and strive to create an environment where all employees feel welcome and supported. How to Apply If you're passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to join our team at blithequark. Don't miss this chance to be part of a team that's shaping the future of internet services and making a positive impact on people's lives. Apply now and help us build a better future for our customers and communities! Apply for this job