Purpose of the Job

We are looking for an experienced project manager to update and maintain customer support content and email communications. You will be at the forefront of identifying and driving improvements in content. You will work cross functionally with subject matter experts, copywriters and graphic designers to draft and curate content for our support website. You will own the operational effort to publish the content online, including testing the functionality and monitoring customer engagement and feedback. You must be comfortable with editing and publishing content using HTML. You will work closely with the customer communications team and assist with editing and updating customer-facing emails as needed.

For local candidates, this is a hybrid role in the Mountain View, CA. This role is also open to remote candidates within the United States.

Key Responsibilities

• Take ownership of customer facing help content by continuously monitoring traffic and optimizing content
• Monitor request queue, identify project requirements and necessary stakeholder reviews
• Work with cross-functional stakeholders to draft, review and approve content
• Proactively track key milestones and collaborate with partners to ensure all project deadlines are met
• Proofread all copy and assist in maintaining brand standards
• Plan and publish content using proprietary and 3rd party systems/tools, such as KMS Lighthouse
• Assist with review and editing HTML/CSS for email, and end-to-end email QA
  
  

Knowledge, Skills + Experience

• 5+ years of relevant customer support and content management experience
• Project management skills is a must, with the ability to collaborate across various teams and drive decisions quickly
• Excellent time management and prioritization skills and the ability to meet aggressive deadlines in a fast-paced environment
• Distinctive problem-solving and analytical skills with a high degree of execution excellence and the ability to work on strict timelines
• Understanding of HTML/CSS for web design and email development with the ability to debug and edit
• Excellent written and verbal communication skills
• Proactive mentality and approach to work
• Strong teamwork skills
• Execution focused with a strong attention to detail
• Understanding of email fundamentals: optimization, list management, deliverability, segmentation and KPIs a plus
• Experience working with Salesforce Marketing Cloud a plus
• Experience working with KMS Lighthouse a plus
  
  

For California applicants: The salary range for this position is $ 70,000 to 90,000 annually. Actual compensation packages are based on a variety of factors that are unique to each candidate, including skill set, experience, certifications and work location. This range may be different in other locations due to differences in the cost of labor.

The total compensation package for this position may also include annual performance bonus targets, benefits and/or other applicable incentives.

Your application will be reviewed by a member of our Recruiting Team and we'll reach out to you directly if there's a fit for the position. We're using video conferencing software to conduct many of our interviews, but all interviews will be live with a member of our Recruiting or Hiring teams.

Apply Now