Litera
In Product Customer Experience Lead (Pendo)
Raleigh, NC
Sponsorship not specifiedDetected 30 days ago
HTMLCSSProduct ManagementCustomer SuccessLeadershipCommunicationCollaboration
About the role
- In this role you will be the strategic owner and administrator of Pendo across the entire Litera product portfolio.
- You are the operational backbone of our digital experience, ensuring that every user interaction is measured, optimized, and purposeful.
Responsibilities
- Pendo Center of Excellence Support: Drive best practice of the global Pendo instance, specifically around product adoptions best practices.
- Driving Adoption: Analyze product usage data to identify friction points. Design and deploy in-app guides, walkthroughs, and resource centers that lead users to their "Aha!" moment faster.
- Onboarding Orchestration: Facilitate a seamless transition for new users by building automated, personalized onboarding paths that reduce time-to-value.
- Cross-Functional Execution: Collaborate with Marketing, Sales, and Customer Success to ensure in-app communications are aligned with the broader customer lifecycle.
- Pendo Administration: Manage user permissions, metadata mapping, segment creation, and subscription settings.
- In-App Strategy: Build and experiment with in-app guides and polls to drive feature velocity and gather real-time user feedback.
- AI-Driven Lifecycle: Lead the charge in integrating AI tools to personalize the user journey and automate support within the product.
- Reporting & Analytics: Create dashboards for executive leadership that track Product Adoption Scores, retention trends, and guide engagement.
- Governance: Manage the Product Development Lifecycle integration with Pendo, ensuring new features are "tagged and ready" before they launch.
- Drive best practice of the global Pendo instance, specifically around product adoptions best practices.
Requirements
- The "Builder" Mindset: A track record of taking a tool and scaling it into a functional business process.
- Collaboration: Proven ability to influence stakeholders across Product, Engineering, and Customer Success.
- Proven ability to influence stakeholders across Product, Engineering, and Customer Success.
- Bachelor's degree or equivalent professional experience in Digital CX, Product Ops, or Marketing Tech.
- Technical Acumen: Deep understanding of how SaaS software works (HTML/CSS selectors for tagging is a must).
- Analytical Curiosity: You don't just report numbers
- you find the "why" behind user behavior.
- Education: Bachelor's degree or equivalent professional experience in Digital CX, Product Ops, or Marketing Tech.
- Why Join Litera?
- The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment
- Commitment to Employees: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact
- Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
- Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.
- Career Growth and Development: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles
Nice to have
- Pndo Expertise: Extensive hands-on experience as a Pendo Administrator (Pendo Certification is a plus).
Benefits
- Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance.
Company info
- We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment
- Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
- At Litera, we're on a mission to Raise The Bar™️ for the legal profession by delivering transformational and globally-trusted solutions to law firms and corporate legal teams worldwide.
- If you're passionate about building AI-forward solutions that scale globally and want your work to impact millions of legal professionals worldwide, this is your opportunity to be part of an extraordinary team that's elevating the craft of law.
- We are actively seeking talented individuals to join our team in this exciting new phase of growth.
- As part of our strategic growth and commitment to fostering collaboration and operational excellence, we are transitioning to a hybrid working model.
Equal opportunity
- We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles
- Litera is an equal opportunity employer.
- We celebrate diversity and are committed to creating an inclusive environment for all employees.
- equal opportunity employer.
This listing is sourced directly from Litera's careers page and normalized into a canonical job model.