Senior Project Manager, Customer Experience

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Requirements:

• 5-7 years of experience in digital customer success, enablement, or learning and development
• Experience with ClickUp, Salesforce, Skilljar, and designing presentation decks
• Bachelor’s degree preferred
• Proactively identifies opportunities and challenges
• Strong collaborator with influence and alignment skills
• Organized and efficient in managing multiple projects
• Strategic thinker who balances vision and execution
• Adaptable, open-minded, and eager to test new ideas
• Self-motivated and resourceful in independent work

Responsibilities:

• Drive the evolution of the high-touch Gross Donation Volume Realization (GDVR) strategy for Emerging customers
• Define and implement innovative high-touch engagement strategies that increase campaign launches and maximize donation impact
• Connect 1:1 with high-touch customers to accelerate campaign launches
• Use data and informed judgment to tailor strategies in ambiguous or evolving customer scenarios, often requiring creative problem-solving where minimal precedent exists
• Analyze and synthesize insights from high-touch initiatives to establish best practices and inform decision-making
• Lead and facilitate cross-functional workshops to influence strategy, surface opportunities, and drive alignment across teams
• Innovate and scale live training solutions that enhance customer activation and contribute to a more efficient, scalable engagement model
• Influence Content Design and Lifecycle Marketing’s scaled strategy based on high-touch insights
• Partner with the Operations team to develop scalable solutions for tracking and managing GDVR
• Lead the end-to-end project management of Scaled CX product adoption initiatives, ensuring a cohesive, strategic approach across multiple products and teams
• Develop and implement team processes that optimize workflows, establish clear accountability, and ensure the timely delivery of high-impact adoption content
• Lead cross-functional collaboration with Scaled Project Management, Content Design, and Lifecycle Marketing to create and execute a comprehensive, scalable adoption strategy
• Solution creative approaches as the subject matter expert to increase the adoption of core features
• Influence product strategy by partnering with Product Marketing early in the product lifecycle to shape messaging, optimize launch strategies, and set adoption goals
• Identify and address common adoption blockers and foster alignment across the CX, Product Marketing, and Product Management organizations
• Continuously assess and refine Scaled CX adoption strategies, leveraging data-driven insights to optimize engagement and maximize impact
• Drive product adoption and customer growth by developing strategic content aligned with customer lifecycle stages for Emerging and Commercial segments, with an emphasis on scalable, self-serve formats and automated delivery strategies
• Analyze learning behavior trends to identify the most effective content formats and delivery methods, continuously optimizing the customer education experience
• Deliver compelling live training experiences, leveraging expert public speaking and facilitation skills
• Quickly generate high-impact content that simplifies complex product features
• Strategize content needed for new Academy hubs to build customer trust and create habit loops
• Monitor content performance to ensure resources have high engagement and impact; identify solutions to increase engagement
• Expand expertise in customer education, leveraging insights from adult learning theory and instructional design to create scalable, high-impact training experiences
• Reduce content gaps to promote a seamless customer experience