Experienced Customer Experience & Support Product Marketing Manager – Driving Customer Success at arenaflex

At arenaflex, we're revolutionizing the way people connect and experience the world around them. As a leading provider of innovative internet services, we're committed to delivering exceptional customer experiences that empower our users to achieve their full potential. We're not just building a business – we're building a community that values inclusivity, creativity, and growth. As a key member of our Customer Marketing team, you'll play a pivotal role in shaping the voice of our products and services, driving customer engagement, and fostering a culture of customer-centricity across arenaflex. If you're passionate about creating memorable experiences, leveraging data-driven insights, and collaborating with cross-functional teams, we want to hear from you.

About arenaflex

arenaflex is a dynamic and inclusive organization that's part of the Alphabet family. We're dedicated to bringing Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our mission is to connect people, communities, and ideas, and we're committed to making a positive impact on the world around us.

Role Description

As the Customer Experience Product Marketing Manager on our Customer Marketing team, you'll be responsible for creating and driving customer-facing help and support efforts that ensure arenaflex customers receive timely, valuable communications across our various marketing platforms. You'll work closely with our digital, brand, and product strategy teams to improve the customer experience and drive business growth.

Key Responsibilities

* Own the strategy for operating the customer-facing Help Center end-to-end, ensuring seamless customer experiences across various channels, including Web, Digital, and In-App systems.

• Manage the execution of customer support and communications programs & initiatives that enhance the arenaflex 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 arenaflex customers.
• Support the development of a roadmap for Help Center content and how it is syndicated 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.

Minimum 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, including 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, in-house or as a consultant.

• HTML experience.
• SEO experience.
• Previous experience working in devices and hardware or telecommunications.

What We Offer

* Competitive US base salary range: $105,000-$154,000 + bonus + equity + benefits.

• Opportunity to work with a dynamic and inclusive team that values creativity, growth, and customer-centricity.
• Collaborative work environment that fosters open communication, innovation, and learning.
• Access to cutting-edge technology, tools, and resources to drive business growth and customer success.
• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
• Opportunities for professional development, training, and career growth.

Equal Opportunity Employment

arenaflex is an equal opportunity employer that values diversity, equity, and inclusion. We're committed to creating an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.

How to Apply

If you're passionate about creating exceptional customer experiences and driving business growth, we want to hear from you. Apply now to join our dynamic team at arenaflex and be part of a community that's shaping the future of internet services. Apply Job! Apply for this job