Note: The job is a remote job and is open to candidates in USA. Linda Werner & Associates, Inc is seeking an SMB Customer Operations & Intelligence Strategist to support a customer intelligence and advocacy team focused on small and medium-sized businesses. The role combines customer insight synthesis, editorial strategy, storytelling and video production, listening-session coordination, operational workflow management, and cross-functional stakeholder engagement to inform product, marketing, and business decisions.
Responsibilities
- Own the editorial strategy, narrative direction, and end to end production of recurring customer intelligence reports
- Synthesize qualitative customer feedback into concise, actionable insights and recommendations
- Produce topic specific intelligence reports and support recurring customer sentiment reporting
- Evaluate whether intelligence outputs are driving engagement, connections, and business decisions
- Recommend and test new formats and approaches based on stakeholder needs and effectiveness
- Prioritize topics for deeper analysis in partnership with community and insights partners
- Cross reference customer findings with research, product roadmaps, marketing priorities, and go to market initiatives
- Present findings and recommendations to cross functional and leadership audiences
- Develop compelling customer narratives for internal product, marketing, and leadership audiences
- Produce and edit video content using Descript or similar tools
- Select customer moments, sequence content, and create cohesive narrative arcs
- Develop and evolve a library of written, video, and audio customer stories
- Package customer voice assets for leadership briefings, product reviews, and planning sessions
- Experiment with new storytelling formats based on audience feedback and engagement
- Support live customer listening sessions, including recording, timing, flow, and host coordination
- Manage stakeholder invitations, calendars, communications, and session tracking
- Improve listening session formats, customer recruitment strategies, and question design
- Build relationships with internal teams consuming customer insights and adapt outputs to their needs
- Manage and prioritize a high volume of incoming customer activation and intelligence requests
- Coordinate scope, timelines, deliverables, and expectations with cross functional partners
- Recommend appropriate activation approaches based on business needs, research priorities, and upcoming initiatives
- Continuously improve intake and triage processes for efficiency and stakeholder experience
- Coordinate execution across community and program partners while escalating strategic decisions as appropriate
- Build relationships with stakeholders across Product, Product Marketing, Sales Enablement, Business Marketing, and related teams
- Help develop standards and best practices for customer intelligence across the organization
- Support initiatives such as recurring intelligence briefs, insight to action tracking, and reporting standards
- Identify opportunities to connect customer insights to product, marketing, and business decisions
- Maintain the quality and integrity of customer proof points, stories, and intelligence repositories
- Manage product and guidance mapping and recurring partner updates
- Maintain customer signup and data workflows
- Track insights through to actions, decisions, and outcomes
- Identify opportunities to improve operational systems and reporting processes
Skills
- * Strong **editorial, writing, and narrative skills** with the ability to synthesize qualitative information into clear, actionable intelligence
- * Experience translating customer research, feedback, or community insights into recommendations for internal stakeholders
- * Video editing and storytelling experience using **Descript or similar production tools**
- * Strong operational and process improvement skills with the ability to evaluate what is working and improve what is not
- * Demonstrated cross functional stakeholder management experience
- * Comfortable presenting insights and recommendations to leadership audiences
- * Experience managing multiple concurrent projects, requests, and deadlines in a fast paced environment
- * Strong judgment and ability to prioritize effectively in high volume environments
- * Comfortable operating with ambiguity and making decisions without complete information
- * Experience incorporating AI tools into research, content, operational, or productivity workflows
- * English (Required)
- * Experience supporting SMB customers, advertisers, communities, or customer advocacy programs
- * Familiarity with digital advertising products and the SMB customer lifecycle
- * Experience working within large technology or highly cross functional organizations
- * Experience with community platforms, Salesforce, CRM systems, intake tools, or customer insight repositories
- * Background spanning customer insights, research operations, community strategy, content strategy, customer advocacy, or product marketing
Benefits
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Company Overview