Customer Journey Content Manager

New Relic Portland , OR 97228

Posted 6 months ago

New Relic

Customer Journey Content Manager

Portland, Oregon

Your Opportunity

The Customer Journey Content Manager will be responsible for leading and coordinating the management of customer facing content as it relates to the specific stage a customer is at in their journey with New Relic. We have amazing content, from our support site, docs site, community forum, and others, but it is sometimes confusing for the customer to know where to go for help based on the problem they're trying to solve. This role will lead the effort to tie the appropriate content to the appropriate journey stage, helping our customers be more successful with our products.

This work will result in strong customer health, reduced churn, accelerated time to expansion, and an overall improved customer experience.

What You'll Do

  • Delivery and serving of content based on customer journey stage/segment

  • Content creation strategy & guidance - cataloging current assets, identifying gaps, creating new content or working with SMEs to create new content

  • Automation oversight by partnering with Growth Automation Programs team (Marketing) to identify opportunities to deliver appropriate content to customers

Your Qualifications

Must-have:

  • 3-4 years industry experience in a SaaS business

  • Familiarity with marketing automation and engagement tools like Marketo & Intercom

  • Basic to intermediate understanding of, or an interest in learning SQL

  • Experience creating instructional material for technology users

  • An understanding of customer journey/customer segmentation

Nice-to-have:

  • Basic experience writing common web languages/code (HTML/CSS/JavaScript/etc.)

  • Excellent organizational and project management skills; detail-oriented

  • Strong time management skills; ability to troubleshoot & juggle multiple projects

Please note that visa sponsorship is not available for this position.

Our Office

Our office is in the center of downtown Portland, situated in a thriving tech community in the Pacific Northwest. We enjoy easy commute access and a plethora of good eats and great coffee. We provide competitive compensation including equity and big-company benefits (medical, dental, etc.)all while maintaining the energy, agility and fun of a start-up.

About Us

New Relic (NYSE: NEWR) is the industry's largest and most comprehensive cloud-based instrumentation platform built to create more perfect software. The world's best software and DevOps teams rely on New Relic to move faster, make better decisions and create best-in-class digital experiences. If you run software, you need to run New Relic. We're proudly trusted by more than 50% of the Fortune 100.

Founded in 2008, we're a global company focused on building a culture where all employees feel a deep sense of belonging, where every 'Relic' can bring their whole self to work and feel supported and empowered to thrive. We're consistently recognized as a distinguished employer and are committed to building world-class products and an award winning culture. For more information, visit newrelic.com.

Our Hiring Process

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers' means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic is most decidedly an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

Interested in the details of our privacy policy? Read more here: https://newrelic.com/termsandconditions/applicant-privacy-policy

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Customer Journey Content Manager

New Relic