Senior Product Marketing Manager, Fuel iX (Customer Experience)

About the Role

Key Responsibilities

• Conduct in-depth research and analysis of GenAI trends in CX, focusing on contact center innovation, omnichannel support, and AI-driven customer insights, including competitive intelligence.
• Develop and execute product launch strategies that highlight Fuel iX's unique position in the AI-enhanced CX landscape, and ensure sales, marketing, and customer success teams are equipped to win in the market.
• Craft persuasive narratives and technical content that showcase our AI solutions' value proposition and positive impact on key CX metrics (e.g., Time to Proficiency, CSAT, NPS, AHT).
• Partner with sales and product teams to ensure sales teams have the knowledge and resources needed to effectively sell the product, including market knowledge, messaging, product training, and sales tools such as battle cards, user guides, and demos.
• Align with product, sales, and marketing teams to drive awareness and adoption of our AI-powered CX offerings.

Requirements

• 5+ years of experience in product marketing or similar roles within enterprise B2B SaaS, preferably in CX tech.
• Extensive knowledge of contact center operations, CCaaS platforms, and BPO market dynamics.
• Demonstrated expertise in positioning AI and machine learning solutions for enterprise clients.
• Strong understanding of CX KPIs and ability to articulate AI's impact on operational efficiency and customer satisfaction.
• Proven track record in creating compelling content across various formats (white papers, case studies, sales enablement materials).
• Experience in managing multi-channel demand generation campaigns for complex tech solutions.
• Exceptional communication skills with the ability to distill complex AI concepts into clear, compelling narratives.
• Self-starter with a passion for emerging technologies and their application in enhancing customer experiences.

Nice to Have

• Experience with contact center or in-house support operations.
• Background in B2B SaaS marketing, especially related to AI-driven CX solutions.

Qualifications

• Educational background is not explicitly specified, but extensive experience in product marketing and related fields is required.

Benefits & Perks

• Healthcare benefits - Medical, Vision, Dental
• 401K matching
• Employee Share Purchase Plan
• Competitive PTO Policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance
• Annual Performance Bonus