Community and Communications Program Manager

  • Montreal / Quebec City / New York / Kingston
  • Marketing
  • Full-time
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An integral role in our customer engagement strategy

With our customers at the centre of your every day, you will help them learn more, do more and connect more with other Coveo customers, AI innovators and digital experts. You will play a central role in our customer engagement strategy and work on communications and programs that drive engagement, adoption and usage of Coveo across audiences. 

On your average day, you will be collaborating on various projects to:

  • Review an ongoing content strategy and provide execution feedback to better serve our customers
  • Meet and collaborate with Product, Marketing & Services teams to cultivate a deep understanding of our customers needs, wants and develop the best overall strategy to exceed their expectations
  • Work hand-in-hand with product marketing, product managers, and marketing leads to create clear and compelling content to accelerate customer adoption and value realization
  • Be the voice of our community platform to engage with users across groups, discussions ideas and ensure a seamless experience. This will include working with our identified SMEs, evangelists and moderators across community platforms
  • Contribute to the operationalization of customer engagement scoring and voice of the customer programs as a key contributor to overall customer and account health
  • Closely monitor, track and report on the performance of all programs to ensure they align with marketing and company business goals

Digitally-savvy self-starter

Our Customer Marketing team is committed to constantly improve our customer experience. We want to serve our customers; ensure that they can adopt, evangelize and realize the value of our  products and services. In this role you will be crafting digital content strategies for our growing online communities, primarily focused on Coveo Connect. 

You are an A-star candidate if you have:

  • Postsecondary education, Marketing Degree or Diploma preferred
  • Minimum 5 year’s work experience in a client or customer facing role with a proven experience in program management
  • Experience working in a high growth company and has acute commercial awareness
  • Ability to work with minimal supervision and establish relationships with personnel from across multiple departments
  • A demonstrated ability as an independent thinker that is able to suggest improvements to existing processes
  • A strong understanding of  customer engagement, marketing and community adoption metrics
  • Excellent written and verbal communication skills

However, if you want to take your performance to the next level, you should brush up your skills in:

  • Salesforce Lightning Communities and Salesforce CRM or other Salesforce Clouds
  • Project/program management software; JIRA, Asana
  • Learning Management Systems like WalkMe, Skilljar, other(s)
  • If you are energetic, flexible and highly organized, and can quickly identify customer and business needs and issues, then this role is for you!

Ready to jump right in? Apply now and join the #CoveoLife !

What is Coveo?

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

What is it like to work at Coveo?

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!