- Support the facilitation of relevant comms requests from the rest of the company
- The team is responsible for and this role will be partially responsible for aiming to harmonise these with the rest of the engagement strategy
- You will be supporting with the actual execution of these requests and over the next few quarters, we hope we can move from working in a more reactive way to partnering with teams and domains to create a more holistic and coherent experience for customers
- Create engaging content across multiple channels
- Create direct communication to customers
- Work with copywriters to maintain a consistent voice
- Work with the localisation team to ensure we are catering to the right customers in their preferred languages
- Support with help article writing
- Collaborate with other teams to ensure the Customer Experience is coherent and effective
- Work with Product to ensure there is clear two-way communication
- Work with Education to ensure we are leveraging all the best resources and the best time as well as accounting for different learning styles and journeys
- Work with Support to ensure customers feel they can adequately self-serve when they get stuck
- Work with BDAs & AE/AMs to increase Free to Paid conversion
- Execute on the strategic goals for developing an awe-inspiring self-serve ecosystem
- The primary focus is to ensure customers can feel supported and become successful without any human support
- Become experts in our tools (Iterable, Pendo etc.) and directly build the experiences leveraging the latest techniques
- Contribute to product-led strategy and suggest areas of opportunity
- Leverage existing resources better than we have done before
- Propose new, more sustainable methods of educating, engaging, exciting and evangelising customers at scale
- Leverage relevant data resources to iteratively develop our product-led strategy
- Successful methodologies for solving problems are used or adapted for other segments (sales-assisted/low-touch
- Optimise processes and create clear documentation enabling the rest of Pleo
- There is still a lot to define and a lot to be improved. You’ll be expected to provide feedback on identifying and implementing opportunities to enhance how we work
- We are a small team and need to enable the rest of the company in a scalable way. Clear documentation will be a key part of this movement
- NRR
- Human intervention score
- Customer health score
- NPS/Customer Effort Score
- Engagement rates
- Obsess about 1:many Customer Success
- Are excited about creative and effective ways to deliver messages to customers at scale
- Excel at cross-collaboration & clear communication
- Are very strong at stakeholder management & cross-collaboration
- Are clear in your communication
- Great copy writing skills are very helpful
- Are a source of knowledge & learning
- Bring experience gained through training and job experiences
- Understand approaches, terminology, concepts, principles, and issues in the competence
- Seek new ways to use skills to improve the team and domain outcomes
- Have a deep and detailed knowledge of the product
- Show an intense curiosity and hunger to learn
- Drive your own self-learning to become equipped to execute at a high level
- Become ingrained in the product-led space and look beyond Pleo for inspiration
- Challenge yourself to learn relevant skills outside your comfort zone
- Organise your time effectively
- Plan projects and resources to succeed
- Communicate effectively with stakeholders
- Prioritise ruthlessly
- Please submit your application in English; it’s our company language so you’ll be speaking lots of it if you join 💕
- We treat all candidates equally: If you are interested please apply through our application system - any correspondence should come from there! Our lovely support isn't able to pass on any calls/ emails our way - and this makes sure that the candidate experience is smooth and fair to everyone 😊
- We’re on a mission to make everyone feel valued at work. That’s only achievable if our team reflects the diversity of the world around us - and that starts with you, hitting apply, even if you are worried you might not tick all the boxes! We embrace and encourage people from all backgrounds to apply - regardless of race/ethnicity, colour, religion, nationality, gender, sex, sexual orientation, age, marital status, disability, neurodiversity, socio-economic status, culture or beliefs
- When you submit an application we process your personal data as a data processor. Find out more about how your data is used in the FAQs section at the bottom of our jobs page
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