About the role
Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.
We are seeking a Digital Experience Specialist to support and scale our Digital Experience (DX) program by owning the execution of customer-facing digital communications, lifecycle automation, documentation, and performance tracking.
Why You’ll Love This Role
As a Digital Experience Specialist, you will work closely with the Digital Experience, Customer Community, and Education teams to execute and operationalize scalable digital engagement programs. You will focus on hands-on delivery—building campaigns, managing automation, and maintaining program materials—to ensure consistent, high-quality customer experiences.
This role is ideal for someone who enjoys execution-oriented work, operational ownership, and building repeatable systems that improve customer experience and program scalability.
What You’ll Do
Digital Communications & Automation
- Source and design content and messaging used for customer-facing digital communications
- Build, QA, launch, and maintain automated customer lifecycle and engagement workflows
- Configure audience segmentation, logic, and scheduling based on established strategy
- Manage the DX communications calendar to ensure coordinated and timely delivery
- Intake and triage ad-hoc communication requests in partnership with the DX PM
- Conduct ongoing QA of automat workflows and support incremental improvements
Reporting, Documentation & Program Operations
- Pull, prepare, and validate data related to email performance and customer engagement
- Maintain dashboards and recurring performance reporting (e.g., open rates, click-through rates)
- Prepare summaries and visuals to support program insights and visibility
- Maintain DX documentation and internal resource sites to ensure accuracy and usability
- Update guidance materials and operational documentation as the program evolves
What We’re Looking For
- 2 – 5+ years of experience in digital programs, customer lifecycle operations, or marketing operations
- Hands-on experience with email automation or customer engagement platforms
- Strong organizational skills with the ability to manage multiple workstreams
- High attention to detail, particularly in QA and workflow accuracy
- Experience preparing data, metrics, or dashboards
- Strong written communication skills
- Ability to work independently and collaboratively in a cross-functional environment
- Ability to accommodate flexible working hours, including aligning up to 3 days a week in the office during the night shift (7 PM - 3 AM IST) to overlap with colleagues in the US.
Bonus If You Have
- Experience with ChurnZero or similar customer engagement platforms
- Familiarity with Salesforce or CRM systems
- Experience with Microsoft 365 and SharePoint
- Understanding of lifecycle engagement and automation best practices
- Fluency in Japanese
Black Duck considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Black Duck complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Black Duck also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.