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Customer Communication Manager



Customer Service
Posted on Wednesday, July 3, 2024


It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies—and having fun along the way.

We are looking for a Customer Communications Manager to join our Customer Engagement team reporting to our Director of Customer Engagement. In this remote position, you will help guide and lead the communications strategy and execution for important communications to Infoblox customers and partners. This role is highly cross-functional and offers the opportunity to work closely with senior leaders in product, marketing, engineering, as well as our executive team. We aim to evolve how we communicate with our customers over the next 12-18 months and are looking for someone who wants to hop in the driver’s seat of this initiative, doing whatever it takes to help us get there.

The ideal candidate is a strategic thinker with a successful track record of leading and executing creative, strategic business initiatives. You operate with a customer-first mindset, ensuring complex product information is distilled down to digestible, key takeaways. You thrive in an environment where you have the freedom to experiment and test innovative ideas. You are a highly collaborative individual comfortable working with many cross-functional teams to deliver best-in-class programs.

What You’ll Do:

  • Partner cross-functionally across product engineering, product management, and product solutions marketing teams to understand the product lifecycle and guide the external communications process for communicating important product updates, enhancements, and launches to active Infoblox customers and partners
  • Manage the overall monthly product feature release cycle and associated internal and external communications, coordinating with Sales Enablement, Engineering, and Internal Comms to ensure adherence to a process and strategy that works across the technology stack (Monday.com, Adobe DAM, Infoblox websites, Highspot, and others)
  • Support designing, writing, editing, and proofreading pertinent customer-related communications
  • Project manage the product communications process, ensuring the right people are working on the right things at the right time to meet deadlines, assuring a quality communication that our executive team will approve, and allowing adequate lead time for the marketing operations team to deploy while always on the lookout for opportunities to improve efficiency in every step of the process
  • Look for and evangelize the adoption of process improvements as they become available and document the evolution of workflows over time to keep teams clear and focused on how to achieve alignment and success
  • Provide strategic support for the long-term vision of how we prepare and execute our customer communications, including industry best practices for customer experience
  • Participate as the communications conduit into product development and management teams and Engineering around roadmap discussions, always aware of what’s happening and when
  • Collaborate with partner communications to help streamline the communications process where applicable
  • Develop communications taxonomy and enhance writing guidelines to support improving the customer experience of finding the right level of information at the right time, served up in a meaningful and intuitive way for customers and partners to engage with product-facing content
  • Work closely with rapid response communication and crisis comms communication teams to align processes based on what makes the most sense for Infoblox, breaking down silos and capitalizing on “best of”

What You’ll Bring:

  • 8 years minimum experience in Marketing, preferably in Communications and Operations
  • Program management experience, timelines, and planning skills
  • Ability to bring clarity and simplicity to complex scenarios in meetings, emails, and with documents that help align teams
  • Harmonious working style that builds bridges with ease
  • Natural ability to lead and influence change
  • Excellent written and verbal communication skills
  • Strong cultural fit and work ethic; passionate, enthusiastic team player with good judgement and integrity
  • BA or BS, or equivalent years’ work experience

What success looks like:

After six months, you will…
  • Have a position on what a superior customer communications program entails and a roadmap to lead Infoblox through an evolution from good to better to best
  • Develop an email report template to communicate insights and performance
  • Understand customer sentiment around the new communications program
After about a year, you will…
  • Extend our customer communication strategy beyond email to other customer engagement channels

We’ve got you covered:

Our holistic benefits package includes coverage of your health, wealth, and wellness—as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. We have a strong culture and live our values every day—we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.

Speaking of a great work environment, here are just a few of the perks you may enjoy, depending on your location…
  • Onsite massages, clubs, farmers market, and fitness classes
  • Delicious and healthy snacks and beverages
  • Electric vehicle charging stations
  • Outdoor amenities, seating, and courtyard BBQ
  • Dog park and pet-friendly programs
  • Newly remodeled offices with state-of-the-art amenities

Why Infoblox?

We’ve created a culture that embraces diversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you’re a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out what it’s like to be a Bloxer. We think you’ll be excited to join our team.