Associate Program Manager supporting patient and provider services as well as pharma commercialization in Canada. Requires bilingualism and project management experience.
About the role
- Program Manager at CrowdStrike leading digital adoption strategies for enhancing customer experience and product utilization. Requires experience in customer success and email marketing in a SaaS environment.
Responsibilities
- Lead the development and execution of digital adoption strategies to enhance customer experience and product utilization
- Partner with Customer Success Marketing to define and drive the digital customer success communications roadmap
- Build and own a best-in-class Customer Success email marketing program and content that drives CrowdStrike product onboarding and adoption in a scalable way
- Create standardization and guidelines for Customer Success email design, voice, content, and format across all products and services
- Design, implement, and optimize Customer Success programs and product adoption email journeys to drive customer engagement and feature utilization
- Analyze email data and performance metrics to identify opportunities for improvement and upsell; demonstrate impact on product adoption
- Manage prioritization process for new or existing email campaign enhancements
- Write compelling copy for new and existing email campaigns (in partnership with other internal teams)
- Run experiments to continuously improve email content and performance
- Gather requirements for CS Ops, Product, Engineering, and Data teams to build integrations that enable product-data-driven email campaigns and automation
- Source relevant content across the organization for customer success newsletters and all-hands meetings
- Create and consult on additional Customer Success content as needed
- Stay up-to-date with innovation and best practices in email marketing and digital adoption
- Collaborate with Technical Account Managers, Technical Support Engineers, Customer Research, and Customer Marketing teams to ensure alignment on customer needs
- Work with product stakeholders to define goals and metrics for emails and digital content
- Gather and follow up on requirements and enhancement requests related to email marketing tools
- Leverage AI tools to automate and enhance content creation, personalization, and customer insights
Requirements
- 5+ years of experience with Customer Success, Digital CS Programs, Customer Marketing, or related role in a SaaS environment
- Demonstrated experience building and optimizing email journeys using marketing automation platforms
- Strong understanding of email metrics and analytics
- Excellent writing skills with ability to create clear, concise technical content for diverse audiences
- Detail-oriented with exceptional organizational skills
- Strong AI proficiency, including:
- Ability to effectively use AI tools for content creation and optimization
- Understanding of how to leverage AI for personalization and customer insights
- Experience with prompt engineering to generate high-quality outputs
- Knowledge of AI limitations and appropriate use cases in customer success
- Customer-centric mindset with focus on improving user experience
- Growth mindset and bias for action
- Willingness to learn CrowdStrike products; familiarity with cybersecurity concepts is a plus
Benefits
- Market leader in compensation and equity awards
- Comprehensive physical and mental wellness programs
- Competitive vacation and holidays for recharge
- Paid parental and adoption leaves
- Professional development opportunities for all employees regardless of level or role
- Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
- Vibrant office culture with world class amenities
- Great Place to Work Certified™ across the globe
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