Associate Communications Manager

The Associate Communications Manager will be supporting the Senior Communications Manager who is responsible for structuring, implementing, and establishing consistent means of communication through a holistic strategy for the whole customer lifecycle. This position will ensure coordination and targeting of customer communication in coordination and involvement of all departments within Optimizely. The goal is to maximize the value of our products, drive retention and extension and ensure the customers receiving the most accurate and relevant information as well as updates at the right point in time.

Essential Duties and Responsibilities:
Strategy, plans and tactics
Support initiatives to enhance and strengthen representation of Customer Success Services in communications and marketing activities, such as events, webinars, website, blogs etc.
Work on and execute proactive customer communications with the aim to scale dialog with and between customers
Work cross functionally to consolidate and analyze customer data that will support the creation of communications programs that effectively use data and internal insights
Analyze Voice of the Customer information to provide feedback to Customer Success and other departments as well as ensure follow up
Educational and actionable communication
Support Customer Success’ objectives by proactively working cross functionally to identify and leverage newsworthy activities. Internal and external
Identify information for customers that is educational and actionable, to increase adoption upsell as well as driving retention
Actively work on customer communications projects from ideation to execution
Scale communication efforts
Work with Customer Success Managers and all other CS departments on programs as well with the marketing department, and activities towards target customer groups
Execute on coordination across teams to identify and leverage synergies and internal and external communications initiatives
Execution of strategic outbound communication on initiatives that drive efforts to increase customer information exchange, e.g. user groups, webinars, workshops surveys and newsletters
Continually make suggestions, contributions, plans, solutions and effectively communicating them to the team
Measure and monitor the effectiveness of all related communication efforts


Profile/Qualities:
Experience in the digital marketing industry
Software Industry and B2B experience is of advantage
Knowledge of survey and campaign tools is of advantage
Ability to work self sufficient
Having a strong character, strong can-do attitude and possesses a quality driven and customer focused mindset
Successful delivery against commitments and deadlines.
Ability to work on tight deadlines and to maintain focus whilst under pressure.
Excellent relationship building skills and ability to effectively collaborate across all parts of the organization
Ability to promote and argue for ideas and concepts in a wider organizational context.
Exceptional writing, editing, and verbal communications skills
Pragmatic
Positive/helpful attitude
Full Time role



Education and Experience:
1-2 years of professional experience
Bachelor’s degree
Native or Proficient English speaking (C2)