Customer Engagement Manager

Title: Customer Engagement Manager

Location: New York, NY, US, 10281

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, unbiased news 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.

AP seeks a U.S.-based Engagement Manager for the upcoming 2024 election cycle.

This position is part of the U.S. Elections team and will lead a new service that provides non-profit and select local news organizations with no-cost access to AP’s suite of elections graphics (results, maps and explanatory data visualizations), in an effort to combat misinformation and enhance those news organization’s coverage elections and democracy.

A core component of this role is to initiate contact with the target news organizations to raise their awareness of this new service, and then follow-up throughout the election cycle to ensure participating news organizations are making the most of the offering and succeeding in reaching their desired audience. In this role, you will work alongside members of News, Revenue, Elections, Product and Marketing teams to design onboarding and engagement plans – and then put them into practice. Additional responsibilities include tracking progress of the program to ensure target milestones are met, as well as working with customer newsrooms to showcase how they used the service and measure its impact.

This is an excellent opportunity for a strong communicator with an audience-centric attitude, a passion for coverage of politics and democracy, and desire to support local news organizations. Knowledge of the AP Newsroom platform a plus, but training will be provided. A highly organized individual with strong interpersonal skills will succeed in this role.

This is a full-time, temporary, U.S. based remote position reporting to the deputy director of elections services and is expected to last through Dec. 31, 2024.

Key Responsibilities:

• Work with external partners for news organization contacts and initial outreach.
• Work with News, Elections and Marketing teams to identify strategies for promoting the use of elections data visualizations to target news organizations.
• Collect metrics and any data needed to showcase the reach and impact of the local elections initiative and produce the reports necessary to comply with grant milestones.
• Coordinate and plan personalized training for customers. The successful candidate will represent AP in all training sessions and be knowledgeable of AP’s election services, platforms, and delivery methods (training to be provided to candidate).
• Build sustainable relationships through open and interactive communication with internal staff (editorial, sales, etc.).
• Work across departments to develop training materials, talking points and customizable PowerPoint presentations, as it relates to the local Elections initiative specifically.
• Gather feedback from customers to help improve the engagement and education of our customer base.
• Leverage relationships to gather feedback from customers on usage and content needs and share with the Editorial and Products teams.
• Communicate customer/audience feedback to relevant internal stakeholders.

Qualifications:

• Strong editorial judgement and an appropriate sense of urgency.
• At least four years’ experience coordinating projects in customer engagement, customer success, marketing, or account management.
• Excellent knowledge of all Microsoft Office 365 programs.
• Experience creating dynamic PowerPoint presentations for training needs.
• Must have strong creative and professional writing skills with experience developing strategic communications for campaigns.
• Knowledge of AP Newsroom platform a plus.
• Professional communicator and presenter.
• Highly creative but also process and result driven.
• Attention to detail and excellent organizational skills.
• Experience using Salesforce an advantage.
• Adept at managing conference calls, webinars, and other technical solutions.
• Understanding of current media landscape and the news industry.
• Multilingual skills an advantage.
• Ability to work independently, as well as in a team environment.
• Flexibility on schedule and travel required.

Advanced-level professional competency in written and spoken English is required. Authorization to work in the United States for any employer is mandatory.

The anticipated salary range for this position is $70,000 – $80,000, contingent on experience and other job-related factors. Employees are eligible to participate, according to the terms of the official plan documents, in a 401(k) plan, employer-sponsored health insurance plan, and are eligible for paid time off and holidays in accordance with AP policy.

Application deadline is 11:59pm EST on January 22, 2024.

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