Experienced Customer Experience & Support Product Marketing Manager – Driving Exceptional Customer Journeys through Strategic Help and Support Efforts at blithequark

Introduction to blithequark

At blithequark, we believe in harnessing the power of exceptional internet services to empower communities, foster growth, and make the impossible possible. As a pioneering force in the industry, we're not just expanding our reach to build better internet experiences, but also cultivating a welcoming and inclusive environment where talented individuals can thrive and grow their careers. As an integral part of the blithequark team, you'll be part of a dynamic and diverse group of professionals who share a passion for making a difference.

About the Marketing Team at blithequark

The marketing team at blithequark plays a vital role in shaping the voice of our products and services, engaging with every facet of the product journey, from positioning and naming to competitive analysis, feature prioritization, and external communications. As a key member of this team, you'll collaborate with cross-functional teams across Sales, corporate communications, legal, webmasters, product development, engineering, and more to drive product marketing strategies from inception to execution.

Job Overview

We're seeking an experienced Customer Experience & Support Product Marketing Manager to join our Customer Marketing team at blithequark. In this critical role, you'll be responsible for creating and driving customer-facing help and support efforts to ensure our customers receive timely, valuable communications across our various marketing platforms. You'll play a key role in executing the program roadmap for Help Center content and its consumption across multiple channels, including Web, Digital, and In-App systems.

Key Responsibilities

• Own the strategy for operating the customer-facing Help Center end-to-end, ensuring seamless customer experiences across all touchpoints.
• Manage the execution of customer support and communications programs & initiatives that enhance the blithequark customer experience, including Help Center content, transactional email, and other marketing collateral.
• Collaborate consistently on cross-functional projects for organization-wide initiatives, including new product launches, product updates, and addressing customer pain points.
• Work to leverage and define insights on tracking benchmarks and key performance indicators to provide a rigorous plan of continuous content improvement for blithequark customers.
• Support the development of a roadmap for Help Center content and its syndication across channels such as Web, Portal, and internal knowledge bases.
• Ensure customer marketing initiatives are represented across different help-based projects and act as the primary liaison between Customer Marketing and other cross-functional teams on those initiatives.

Qualifications

Essential Qualifications

• 5 years of experience in a help or support content, user education content, technical writing, or content strategy role.
• Experience with content management systems and software, such as KMS and Lighthouse.
• Experience utilizing research techniques to understand the customer journey, insight frameworks, and analyze data into actionable feedback to drive engagement across products, services, and experiences.
• Experience driving product vision and cross-channel communications.
• Experience in technical program/project management.

Preferred Qualifications

• Strategy and operations background, either in-house or as a consultant.
• HTML experience.
• SEO experience.
• Previous experience working in devices and hardware or telecommunications.

Skills and Competencies

To succeed in this role, you'll need to possess excellent communication, project management, and analytical skills, with the ability to work collaboratively in a fast-paced environment. You should be passionate about delivering exceptional customer experiences and have a strong understanding of the customer journey. Additionally, you should be proficient in using data and insights to inform your decisions and drive continuous improvement.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop their careers. As a Customer Experience & Support Product Marketing Manager, you'll have access to a range of training and development opportunities, including workshops, conferences, and online courses. You'll also have the chance to work with a talented and experienced team, learning from their expertise and sharing your own knowledge and skills.

Work Environment and Company Culture

Our work environment is dynamic, inclusive, and collaborative, with a strong focus on innovation and creativity. We believe in fostering a culture of openness, transparency, and respect, where everyone feels valued and empowered to contribute. At blithequark, you'll be part of a team that's passionate about making a difference and is committed to creating a positive impact on the communities we serve.

Compensation, Perks, and Benefits

We offer a competitive salary range for this full-time position, with a US base salary range of $105,000-$154,000 + bonus + equity + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process. Additionally, we provide a range of perks and benefits, including comprehensive health insurance, retirement savings plans, and generous paid time off.

Conclusion

If you're a motivated and experienced marketing professional looking to join a dynamic and innovative team, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Experience & Support Product Marketing Manager, you'll play a critical role in shaping the customer experience and driving business growth. Don't miss this chance to join a company that's committed to making a difference and is passionate about helping its employees thrive. Apply now to take the first step in an exciting and rewarding career journey with blithequark!