About the job
The Red Hat Customer Lifecycle Marketing (CLM) team is looking for a Customer Lifecycle Marketing Manager to join us in Raleigh, NC and focus on our web marketing, in-application, and website personalization activities. In this role, you will join a team of marketers focused on nurturing Red Hat customers throughout the post-sale customer journey, from onboarding to product adoption, and renewal. You'll work with tools like Red Hat's instance of Pendo and Adobe Target to launch in-app guidance and personalized web experiences that support digital customer journeys while delivering insights back to the business. You'll also collaborate closely with other marketing teams and technology tool owners. You will be responsible for developing and executing in-app and personalization strategies that support our Customer Lifecycle Marketing nurture programs.
What you will do

• Oversee the Pendo environment for all of Red Hat, including adding users, security settings, integrations, dashboards, reports, etc.
• Provide strategic direction for Pendo, and work with various stakeholders to maintain best practices with regards to configuration, organization, maintenance, security and access controls, and data integrity
• Review user flows, drop off rates, and other Pendo data to provide proactive recommendations to Marketing, Product, and UX teams
• Work closely with Marketing Technology and Operations team to oversee and optimize Pendo as one of multiple marketing technology tools
• Develop personalization and Pendo in-app strategies for customers based on life cycle and Business Unit priorities, in close collaboration with the CLM program managers and other personalization cross-functional leads
• Serve as primary point of contact with Pendo team, communicating Red Hat's customer marketing objectives, and managing administrative tasks like Red Hat's renewal with Pendo
• Collaborate with Red Hat's internal Adobe Target team to represent and manage customer marketing projects and communicate conversion and optimization goals
• Serve as an expert to other teams on customer marketing audiences and as an advocate for delivering a positive customer experience
• Partner with data analysts to report effectiveness of in-app tactics and web personalizations, while also providing guidance on how to optimize and pilot new ideas in the future
• Partner with other channel managers on the CLM team to determine the appropriate tactic for customer communication based on the use case, as well as support internal stakeholder requests
• Write and edit a wide range of web content -- in-app or modal copy, on-page promotions, announcement content, etc.
• Manage personalization tactics from planning to launch, including drafting copy, stakeholder approval, going live, and success reporting
• Manage additional customer marketing web initiatives ranging from on-page promotions to content updates and more

What you will bring

• 5+ years of experience in digital marketing; customer marketing experience is a plus
• Experience in web content strategy, web copywriting, and web personalization
• Experience using Pendo or similar tool for web analytics and in-app guidance
• Experience working with data, product, and UXD teams to launch digital experiences
• Experience using data to inform personalization strategies and executing personalized digital experiences
• Solid writing experience, specifically marketing and web copy
• Exceptional communication, organizational, problem-solving, and relationship management skills
• Experience building cross-functional relationships across multiple teams
• Ability to thrive in a fast-paced, dynamic, and highly matrixed work environment
• Experience with Adobe Target is a plus

About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.