Who We Are:Network for Good helps small nonprofits cultivate donor relationships and advance their missions with simple, smart fundraising software,personal coaching,and online resources. As a mission-driven, Certified B Corporation, Network for Good has a legacy of providing trusted support to over 400,000 nonprofit leaders since 2001 and has helped pioneer the online fundraising space, disbursing more than $3 billion to date.What Youll Do:Were hiring a Customer Engagement Specialist to own our customer engagement program and develop & execute our customer and channel specific communication plans. As the Customer Engagement Specialist, you are an innovative, data-driven, self-starting customer marketing expert with a focus on exceptional customer experience.You will own automated key customer touchpoints throughout the customer lifecycle (onboarding, adoption, renewal, feature updates) within a high volume, tech touch customer model and control our customer communications calendar. In this role, you will also assist with the development and delivery of adoption strategies for our donor management system that will reinforce the unique benefits and value proposition of our platform. The ideal candidate will bring a mix of customer marketing and customer success experience, alongside content creativity and technical skill, specifically with marketing and customer communication automation tools.Create & Own Customer Communications across Customer Journey:Own all 1:many communications going out to customer baseCreate & own customer engagement calendar to ensure the most effective touchpoint quantities, channels & quality and to oversee messaging triggering from other department is aligned with our customer voice and journeyDraft customer newsletters & knowledge base articles, along with any related content (eg, videos, screenshots, and animated GIFs) to proactively answer customer questions to drive customer engagement & prevent Support inquiries Quality Assurance (QA) review own and others customer-facing contentQuality Assurance (QA) review own and others customer-facing contentBuild & Manage Customer Engagement Campaigns:Manage customer messaging automation toolsCreate and execute against campaign goalsDevelop customer segments using available customer attributes and metadata in systems like Pendo & IntercomCreate campaign contentCreate content and resources (In-product guides, email series, knowledge base articles, etc.) to influence customer behavior (eg, drive product and feature usage; event attendance; online review submissions), using tools such as Intercom, Pendo, Wistia, Constant Contact, ChurnZero or GainsightTrack and report on campaign performance and impact on campaign goal (eg, feature adoption; customer value achievement) and make recommendations for strategy optimizationsCommunicate campaign plan details to the broader Customer Success team and prepare them to receive and handle customer responses and questionsAnalyze, Optimize & Collaborate:Analyze and synthesize customer engagement campaign metrics, customer behavior data, adoption metrics, business impact, and research insights to advance product & customer engagement strategies, adoption, and customer valueInfuse consumer insights into the development of new customer journey and experience ideas with a focus on adoption, value realization and ultimately retentionEnsure product value propositions are integrated into the customer experience with a cohesive messagingWork cross functionally with our Marketing, Product and Sales teamsWho You Are:You are passionate about customer experience and have proven ability to use data and critical thinking to identify opportunities in our customer journey to deliver effective strategies that accelerate adoption, utilization and value. Experienced in strategic marketing planning, product management, customer experience development, and creative development. The candidate will be adept in customer marketing, social media, and product management.You are highly skilled at working in cross-functional team environments.You're well educated!You have at least a bachelors degree in marketing or similar and a minimum of 1-2+years of experience in a similar role.You have experience!You have experience engaging customers and communicating clearly through a cross-channel marketing strategy in a B2B fast-growing technology / SaaS company via traditional marketing channels (email, in-app messenger, text, digital, mass media, social media, voice, etc.) using marketing automation tools!Experience using features of Pendo or comparable tool (segments, paths and funnels, tagging, guide creation and optimization) is a significant plus!Youre obsessed with outcomes!You have curiosity and creative thinking to uncover and apply deep consumer insights by compiling and synthesizing information and finding insights to anticipate and provide answers to customer questions before they're asked throughout the customer journeyYou are customer focused!You have passion and talent to generate and build the case for transformative customer experienceYou have excellent communication and project management skills!You have highly effective communication skills with outstanding writing and presentation abilities to influence cross-functional teams within a large organization.You pay attention to detail and can manage multiple projects and navigate changing priorities while maintaining excellent resultsYou want to DO GOOD!You are ready to work for a Certified B, social impact company that is looking to do good faster!What You Can Expect:You can expect growth and innovation and to have fun along the way.You will not only be rewarded for your personal achievements, but you will alsohave the opportunity tobe part of an organization that lives by its motto every day:Do Good. Feel Good. Weve got perks, too!How about Volunteer Paid Time Off and your birthday as Holiday? 401(k) with match, stock options, commuter stipend and fantastic health insurance, too! Dont like wearing a suit and a tie every day? Weve got you covered! Were ajeanseveryday workplace!Network for Good celebrates our differences in an inclusive workplace designed to support the things that make us individuals. We strongly encourage candidates from all different backgrounds and identities to apply. We are committed to being an equal opportunity employer and a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusivity trainings, and more. We evaluate qualified applicants without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital or parental status, veteran status, and other legally protected characteristics. Candidates submitting an application must have unrestricted and unlimited authorization to work in the United States and for Network for Good.Network for Good does not provide visa sponsorship for this position.by Jobble