Our purposeecoPortal Health and Safety Engagement Software helps organisations amplify workplace safety. We give leaders the data they need to create awe-inspiring safety cultures that ignite their team's potential.Engaged teams are the beating heart of industry-leading, odds-defying workplaces, and we're committed to helping clients achieve that.Our mission is simple: create engaged cultures and healthier environments for all.Who are we? ecoPortal is a leading provider of Enterprise Health & Safety, Sustainability and Risk Management Systems. Household brands like The Warehouse, Briscoes, Farmers, Mitre10, BNZ, Foodstuffs and many more depend on us to keep their employees safe.We're proud to be working on innovative ways to improve Health & Safety (H&S) and other enterprise risks every day.Read more about our ecoPortal story here - https://www.ecoportal.com/our-storyThe opportunityThe Product Marketing Coordinator - Customer Experience will play a pivotal role in supporting the Product Marketing Manager in getting ecoPortal's products and solutions to market and keeping them there. Your primary focus will be nurturing existing customer relationships, driving customer adoption and retention, and fostering long-term loyalty and advocacy among ecoPortal's customer base. You'll craft compelling stories to bring new functionality to life, while clearly articulating the features, benefits, use cases, and value in a way that our existing customers, understand and get excited about.Thriving in a fast-paced environment, you'll be focussed on optimising ecoPortal's customer touch points and ensuring consistency in messaging across channels (email, events, in-app). You'll gather and synthesise customer feedback through surveys, interviews, customer events, and data analysis to deeply understand customer perception–and you'll disseminate this intel for use by the wider business.You'll support the creation of a highly engaged customer community through communications that educate and empower them to get the most out of ecoPortalKey responsibilities: Go-To-Market CampaignsCollaborate with the Product Marketing Manager to develop and execute go-to-market campaigns for new releases focusing on customer adoption and retention strategies.Assist in gathering market insights and conducting competitive analysis to inform communication strategies targeted at existing customers.Content CreationWith the support of the Product Marketing team, maintain ecoPortal's knowledge base ensuring relevant and up-to-date product knowledge material is available to customers as needed, including product articles and videos. Customer Feedback ManagementGather and summarise feedback from customers through surveys, interviews, and user data analysis to support product development efforts and improve the customer experience.Customer Education and EngagementCollaborate cross-functionally to educate customers, developing product update announcements, knowledge base materials, and digital events to keep customers engaged and able to maximise the value of ecoPortal's offerings.Work closely with Customer Success and Expansion teams to build scalable customer onboarding and engagement initiatives that optimise the customer experience, including email nurtures, digital events, and in-app messaging.Customer RetentionSupport retention campaigns, and initiatives to reduce churn, increase customer satisfaction, and drive long-term loyalty among ecoPortal's customer base. And, support the Product Marketing Manager in executing other tactical and strategic initiatives as required.Qualifications, skills and experience:Bachelor's degree in Marketing, Business Administration, or related field.2+ years of experience in product marketing, preferably in the technology and/or SaaS industry.Very strong written and verbal communication skills in English with the ability to articulate complex concepts clearly and concisely.Excellent analytical skills with the ability to interpret data and market research findings to inform marketing strategies.Proven ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels.Detail-oriented with strong organisational skills and the ability to manage multiple projects simultaneously.A background in customer education would be advantageous.Experience working with Hubspot, or similar CRM system. We have a great work culture and work/life balance, with 37h work weeks, office hours of Mon-Fri 8am-12pm NZT (Sun-Thu where you are) and the rest of your hours at your own discretion. This is a full-time permanent position and includes 4 weeks of paid annual leave as part of your contract.What's next? Please apply, including a resume, and cover letter, ensuring you meet the skills and experience requirements. You must be superior in written and verbal communication in English and must have a background in Product Marketing and in SaaS and/or tech.
