Customer Communication Manager, Ivanti

• The ideal candidate will have a balance of excellent writing skills and strong project management skills, with a desire to ensure customers and partners have a seamless and positive experience with Ivanti
• You should be detail-oriented and adept at communicating in writing and verbally with stakeholders of all levels
• This role requires a proactive approach to planning, strong communication skills, and a commitment to following processes
• Bachelor’s degree in Marketing, Communications, Business, or a related field
• Prior experience in communications, corporate marketing, customer marketing, or public relations with a focus on existing customers OR partner marketing
• Prior experience managing projects and operating under tight timeframes

• The Ivanti Marketing and Customer Success organization supports all aspects of the customer journey, from initial awareness to purchase, adoption, expansion and renewal ensuring our customers maximize the value of their solutions to drive meaningful business outcomes
• As an integral part of the go-to-market team we collaborate with Ivantians across the organization to create more precise engagement with our customers
• By creating an exceptional experience at every touchpoint of the customer lifecycle, we help our customers enable and secure, flexible Everywhere Work
• We are seeking a talented customer and partner communications manager to join the Ivanti Lifecycle Marketing team to develop transactional and post-sale communications for our customers and partners
• Transactional communications are a critical part of the customer and partner experience at Ivanti
• They deliver information about products and services and serve to cultivate and nurture strong relationships with our existing customers and partners to maximize retention, drive expansion, and enhance client loyalty
• You are highly collaborative and able to both partner with and influence cross-functional teams while continuously gathering customer & partner insights to refine and improve our approach
• You will exercise extremely high judgment in narrow timeframes, inject logic and care into communications, and ensure content meets the highest standards in a fast-paced and often ambiguous environment
• The ideal candidate will feel comfortable assuming end-to-end ownership, developing communications strategies to achieve business objectives, the execution of communications tactics, and delivering measurable impact and results from communications initiatives
• Coordinate all activities related to transactional, product-specific, engineering, support, financial or legal type communications, following established processes
• Maintain and refine programmatic email campaigns that support onboarding, adoption or renewal phases of the customer journey
• Collaborate with stakeholders to understand business, customer and partner experience objectives, translating requirements into a clear, concise and compelling communications strategy
• Draft all communication copy to ensure that it meets the communications objective, resonates with the customer audience and is versioned for the partner audience, applying the appropriate call to action for each audience
• Possess advanced judgment and discretion related to communications, asking the right questions, solving problems, and determining the best path forward
• Identify the targeting criteria to ensure that every affected customer and partner receives the notification. Communicate the number of accounts reached and gaps
• Confidently engage in meetings and presentations to large audiences
• Develop and orchestrate complex communications and change management plans for a variety of projects, from company acquisitions to pricing changes
• Complete all steps to make customer- and partner-facing employees aware of communication
• Edit and refine draft communications that are customer-facing or have customer impact, including from other teams as needed
• Work closely with execution teams to ensure the communication requirements and design are properly built and orchestrated as expected
• Perform final reviews and approvals before deployment
• Manage your projects from start to finish, including timelines, deliverables, conflict resolution, and stakeholder approvals
• Maintain up-to-date documentation of communications, requirements documentation, and processes for future reference and audit purposes
• Establish goals and Key Performance Indicators for all communications. Measure and report on the effectiveness of email campaigns to stakeholders, focusing on key metrics such as reach, open rates, and click-through rates
• **First 90 Days:**
• Acquire a deep understanding of the processes for developing transactional communications
• Familiarize yourself with Ivanti's key product pillars and value propositions
• **First 6 Months:**
• Execute transactional communications with precision and excellence, ensuring alignment with brand standards
• **First 12 Months:**
• Successfully manage and optimize multiple transactional email campaigns for customers and partners, receiving positive feedback from internal stakeholders
• Lead the updating and enhancement of a programmatic email sequence in the "own" phase of the customer lifecycle for improved customer engagement

• This job posting will remain active until a qualified candidate is identified

Total funding: $40.6m

Ivanti, a well-established leader in IT and asset management solutions, has evolved significantly since its founding as LAN Systems in 1985. After merging with HEAT Software in 2017 to become Ivanti, the company continued to grow by acquiring smaller firms and expanding its reach and product offering.