Job Description

About Netskope

Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.

Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, San Francisco, Seattle, Bangalore, London, Melbourne, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events (pre and hopefully post-Covid) and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive. Visit us at Netskope Careers and follow us on Twitter @Netskope and Facebook .

The Customer Experience Communications Program Manager will be responsible for programs that support the delivery of the CX team’s services and deliverables. Work will be in collaboration with Netskope teams and varies in nature to cover a range of technical and business needs. Responsibilities will evolve as new programs and projects are introduced.

Priorities

• CX Communications
• CX Content Management
• CX Sales and Marketing
• Ongoing programs
• Value Realization Plan
• CX SME Program
• CX Enablement

In this job, you will work on:

CX Communications

• Manage intake process
• Sample use case: Engineering needs some accounts to adjust a setting in Netskope tenant.
• Tracking
• Information collection
• Technical vetting
• Solution design, i.e. translate requirements into most efficient action plan
• Communications + workflow to involved parties
• Establish process for technical communication outputs
• Sample use case: New feature is launched and requires all CX to be informed, trained, and access to Netskope experts.
• Leverage SME program
• Create action plans for information sharing with other Netskope teams (PMM, Support)
• Report back into CX org on updates [Wiki + email + Slack, depending on urgency and scope]
• Content management
• Content calendar and road mapping
• Alignment with GTM Enablement on new subjects and timing, i.e. CX needs lab space to practice a new feature
• Gainsight success plan content
• Wiki publishing
• Showpad for all final content from PMO, PS, and CS
• Customer-facing content: articles, checklists, videos
• Community portal alignment to confirm current and effective, in collaboration with Netskope Marketing team

Sales and marketing positioning

• Pricing and rationalization
• Sales coordination, support and enablement
• Marketing collaboration: CX, PS, TAM, NPP
• Current: Netskope PP, TAM
• VRP, SMB Adoption

Value Realization Plan

• Program management
• Netskope enablement
• Sales: awareness and support
• Marketing: content for web and collateral
• TSM, TPM: training
• CRA: connect to recommendations
• Extension of VRP
• Use cases
• Products
• Other Netskope teams
• Other platforms (web, Gainsight, sharing with customers)
• Content management
• Success Plans
• Presentation decks
• Training content
• Customer-facing checklists
• Webinar management

Requirements

• 3+ years experience technical content management
• Experience with internal communications
• Project management and operations experience in services delivery
• Minimum 5 years experience supporting software or subscription as a service enterprise
• Five or more years work experience as an independent contributor in a PMO, Channel or Business Operations role

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