CX Strategy Manager, Engagement

As a CX Strategy Manager, you will be at the heart of shaping the customer experience by driving key strategies that support customer success. Responsible for developing, delivering, and operationalizing post-sale strategies for supporting, engaging, and retaining our direct and intermediated customer base, you will lead initiatives that enhance customer satisfaction and loyalty, ensuring they have a seamless and impactful experience with our platform. Join us in transforming the future of workplace learning by creating lasting relationships with our customers and helping them achieve success at every stage of their journey.

Here’s a Taste of What You’ll Be Doing:

• 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 

You will also have a shared accountability to: 

• Develop, enhance and deliver customer comms and scalable touch points to activate customers – shared with Marketing and Customer Success teams. 
• Develop and continuously improve customer journeys to drive customer happiness – Shared with other CX Strategy team members. 

You will have: 

• 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. 
• Must be located in Mountain of Pacific timezones 

At Go1, your base pay is one part of your total compensation package. This role pays between $90,000 and $120,000 and your actual base pay will depend on your skills, qualifications, and experience. This role is also eligible for the employee bonus plan and employee stock options. 

Join our team at Go1 and be at the forefront of transforming education through innovative learning solutions. Together, we can change the world. One learner at time. 

While technical skills are important, it is just as important for us find people who will positively contribute to our diverse culture. We welcome you to apply, even if you don't exactly meet the criteria above. 

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