Product Marketing Manager, Client Experience

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🐊 Florida – Remote

🐊 Florida – Remote

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🎁 Product Marketing

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Lisinski Law Firm

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2020

💼 Consulting

🏥 Healthcare

⚖️ Legal

Consulting • Healthcare • Legal

Lisinski Law Firm is an Ohio-based immigration law firm led by attorney Angel Lisinski that specializes exclusively in U. S. federal immigration law. The firm represents clients nationwide before USCIS and Immigration Courts, focusing on humanitarian and family-based immigration solutions that allow clients to adjust status within the United States (including VAWA, T and U visas, parole in place, deferred action, green card after divorce, citizenship, and deportation defense). The firm emphasizes client-centered, compassionate representation, regular case updates, bilingual (English/Spanish) outreach, and remote services for clients across the country.

📋 Description

• Lead end-to-end client journey mapping, documenting client experiences, perceptions, emotions, expectations, and mindsets. • Validate internal process assumptions through surveys, interviews, focus groups, and other research methods. • Translate Voice of Client data and research findings into storytelling materials, feedback loops, executive-ready reporting, and recommendations. • Develop and maintain a client insight repository tracking trends, pain points, and experience-improvement impact. • Translate journey and research findings into structured gap analyses. • Prioritize client experience opportunities based on client impact, revenue implications, operational feasibility, and strategic alignment. • Develop experience-design recommendations addressing root causes across the client lifecycle. • Partner with Operations, Legal, Technology, Marketing, and other stakeholders on sequenced recommendations. • Support SOP and process improvements grounded in quantified client evidence. • Own, track, and report CX KPIs including cNPS, social sentiment, retention, referral rates, and resolution speed. • Report risks, wins, journey insights, and prioritization recommendations to the Senior Director and stakeholders. • Support go-to-market planning and execution for new products and service enhancements. • Develop value propositions and messaging frameworks by product line and client segment. • Contribute to GTM playbooks and execution plans for launches, pricing changes, channel strategy, market expansion, and post-launch performance. • Conduct competitive research informing positioning, product marketing, and service development. • Represent the client perspective in product development discussions. • Support the Firm-wide Voice of Client program, including participant coordination, data collection, feedback management, and research translation. • Contribute to client personas by case type, cultural background, and service stage. • Champion the client perspective across Marketing, Operations, Legal, Product Development, Business Development, CSC, and Technology. • Support integration of CX insights into the Firm’s OKR framework and quarterly planning. • Collaborate with research vendors, survey platforms, and external partners as needed.

🎯 Requirements

• 6–10 years of professional experience • 3 or more years in customer experience, client journey work, legal service operations, product marketing, or a closely related discipline • Bachelor’s degree in Business, Marketing, Communications, Social Sciences, or a related field • Experience partnering with a research function and translating research into recommendations • Experience supporting go-to-market execution for new products or services • Experience with GTM planning, launch coordination, and post-launch performance tracking • Experience defining, tracking, and reporting CX KPIs including cNPS, CSAT, retention, and referral metrics • Ability to apply structured prioritization frameworks balancing client impact, revenue implications, operational feasibility, and strategic alignment • Ability to navigate cross-functional work across Marketing, Operations, Legal, Technology, Product Development, and Client Services • Ability to identify root causes and develop evidence-based process improvements and SOP recommendations • Ability to create executive-ready reports and translate research and Voice of Client data into narratives and recommendations • Bilingual fluency in English and Spanish, with ability to conduct research and communicate findings in both languages • Deep cultural fluency with Hispanic and Latino communities • Ability to build and interpret client journey maps from the client’s perspective • Strong prioritization skills • Strong written and verbal communication skills • Proficiency in survey tools such as Qualtrics and SurveyMonkey • Proficiency in CRM platforms; Salesforce preferred • 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