Customer Engagement Manager

The Associated Press is an independent global news organization dedicated to factual reporting. Founded in 1846, AP today remains the most trusted source of fast, accurate, unbiasednews in all formats and the essential provider of the technology and services vital to the news business. More than half the world's population sees AP journalism every day.

The Associated Press is seeking a dedicated professional to enhance customer engagement in the United States and globally. Based in New York and reporting to the Director for Global Customer Engagement, this role is crucial in ensuring that AP's content and services meet the needs of its most important customers.The position focuses on building strong customer relationships, understanding editorial workflows, and providing customer insights that inform AP's editorial, technology and business strategies. The ideal candidate will collaborate across various departments, including Revenue, Editorial, Technology, and Product teams, to create a culture of excellence in customer engagement. The role requires strong cross-functional collaboration to implement best practices and achieve results that align with AP's objectives.

This position offers the opportunity to work at the intersection of journalism, technology, and customer success, contributing to AP's mission of delivering high-quality content to its global audience. The ideal candidate will possess creativity, strategic thinking, and a passion for fostering meaningful customer relationships in a fast-paced environment.

Key Responsibilities:

• Develop a deep understanding of AP's global customers, their workflows, and their editorial and technical current and future needs.
• Foster strong relationships between editors and technical staff to ensure customer satisfaction and retention.
• Collaborate closely with Editorial, Technology, Product, Marketing, and Revenue teams to design and implement engagement strategies tailored to high-priority and enterprise customers.
• Provide onboarding, customized training sessions, and consultative refreshers on AP content and delivery platforms through virtual and in-person sessions.
• Spot new cross-sell opportunities and build value to support the revenue teams' renewals.
• Capture, analyse, and share customer feedback, health and usage patterns using Salesforce or any future tools. Leverage insights to identify challenges, risks and opportunities improve workflows and refine strategies.
• Act as a liaison to promote AP's top-tier journalism, ensuring it aligns with customer needs and editorial agendas.
• Contribute to implementing new initiatives to strengthen customer engagement and support strategies, aligning with the broader business objectives.
• Create and maintain training materials, customizable presentations, and strategic communication tools to enhance customer interactions.
• Use analytics and reporting tools to track the success of engagement initiatives and ensure alignment with key performance indicators.

Required Qualifications:

• At least four years' experience coordinating projects in customer engagement, account management, or a related field.
• Editorial background is a plus.
• Strong written and verbal communication skills.
• Ability to work collaboratively across multiple departments and regions, fostering teamwork and alignment.
• Proficiency in Microsoft Office Suite and Salesforce, with experience in creating dynamic presentations and training materials.
• Strong organizational skills, with the ability to manage multiple projects and meet deadlines.
• Analytical and problem-solving skills to derive insights from customer feedback and improve strategies.
• Experience with virtual and in-person customer engagement methods, including webinars and technical solutions.
• Knowledge of the current media landscape and newsroom workflows is an advantage.
• Occasional travel may be required for this position.
• Multilingual skills are a plus.
• Advanced-level proficiency in written and spoken English
• Authorization to work in the United States for any employer

Salary & Benefits: The anticipated salary range for this position is $85,000 - $95,000, contingent on experience and other job-related factors.

The Associated Press offers comprehensive benefits which include:

• Competitive medical, dental and vision coverage
• Retirement benefits
• Company paid life insurance
• Paid vacation and sick days
• Paid parental leave for any new parent
• Mental health resources

Benefits may vary based on the job, full-time or part-time schedule, location, and collectively bargained status.

Application deadline is Februrary 17, 2025 at 11:59PM EST.

AP seeks to build an inclusive organization grounded in respect for differences. We support all aspects of diversity and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, gender identity, disability, status as a veteran, or other characteristic protected by law. We encourage members of historically underrepresented communities, including women and BIPOC, to apply.