Product Marketing Manager, Client Experience

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee the complete client journey mapping process, capturing client experiences, perceptions, emotions, expectations, and mindsets.

• Confirm internal process assumptions through surveys, interviews, focus groups, and various research methods.

• Transform Voice of Client data and research insights into engaging storytelling materials, feedback loops, executive-ready reports, and actionable recommendations.

• Create and sustain a client insight repository that tracks trends, pain points, and the impact of experience improvements.

• Convert journey and research findings into organized gap analyses.

• Prioritize client experience opportunities based on their impact on clients, revenue implications, operational feasibility, and strategic alignment.

• Formulate experience-design recommendations that address root causes throughout the client lifecycle.

• Collaborate with Operations, Legal, Technology, Marketing, and other stakeholders on sequential recommendations.

• Assist in the development of SOPs and process enhancements based on quantified client evidence.

• Manage, monitor, and report on CX KPIs, including cNPS, social sentiment, retention, referral rates, and resolution speed.

• Communicate risks, successes, journey insights, and prioritization recommendations to the Senior Director and stakeholders.

• Support go-to-market planning and execution for new products and service upgrades.

• Create value propositions and messaging frameworks tailored to each product line and client segment.

• Contribute to GTM playbooks and execution strategies for launches, pricing adjustments, channel strategies, market expansion, and post-launch evaluations.

• Conduct competitive analyses that inform positioning, product marketing, and service development.

• Advocate for the client perspective in product development discussions.

• Assist in the Firm-wide Voice of Client program, which includes participant coordination, data gathering, feedback management, and research translation.

• Contribute to the development of client personas by case type, cultural background, and service stage.

• Promote the client perspective across Marketing, Operations, Legal, Product Development, Business Development, CSC, and Technology.

• Aid in the integration of CX insights into the Firm’s OKR framework and quarterly planning processes.

• Work with research vendors, survey platforms, and external partners as required.

⛳️ Requirements

• 6–10 years of professional experience.

• 3 or more years in customer experience, client journey roles, legal service operations, product marketing, or a closely related field.

• Bachelor’s degree in Business, Marketing, Communications, Social Sciences, or a related area.

• Experience collaborating with a research team and translating research findings into actionable recommendations.

• Experience in supporting go-to-market efforts for new products or services.

• Familiarity with GTM planning, launch coordination, and post-launch performance assessment.

• Experience in defining, tracking, and reporting CX KPIs including cNPS, CSAT, retention, and referral metrics.

• Ability to apply structured prioritization frameworks that balance client impact, revenue implications, operational feasibility, and strategic alignment.

• Capability to navigate cross-functional collaborations across Marketing, Operations, Legal, Technology, Product Development, and Client Services.

• Ability to identify root causes and formulate evidence-based process improvements and SOP recommendations.

• Proficiency in creating executive-ready reports and translating research and Voice of Client data into compelling narratives and recommendations.

• Bilingual fluency in English and Spanish, with the capability to conduct research and communicate findings in both languages.

• Deep cultural fluency with Hispanic and Latino communities.

• Ability to construct and interpret client journey maps from the client’s perspective.

• Strong prioritization skills.

• Excellent written and verbal communication abilities.

• Proficiency in survey tools such as Qualtrics and SurveyMonkey.

• Familiarity with CRM platforms, preferably Salesforce.

• Proficiency in analytics dashboards.

• Availability Monday through Friday, 8am–5pm Eastern Time.

🏝️ Benefits

• 401k Match.

• Medical, Dental, & Vision Insurance.

• Options for Health Savings Account or Flexible Spending Account.

• Dependent Care FSA.

• Basic Life Insurance.

• Voluntary Life & AD&D.

• Disability Insurance.

• Hospital Indemnity Insurance.

• Employee Assistance Program.

• Calm App Subscription.

• Paid Time Off.

• Comprehensive benefits package.

• Collaborative team culture.