Senior Manager- Customer Marketing

Our client, a cloud communication & contact center solution company is looking to hire a Senior Manager- Customer Marketing.

About the Role :

- This is a role for a strong communicator, who has an ability to think strategically, while identifying innovative ideas that will drive deeper engagement across our customer bands starting Platinum, Gold and Silver through the relationship lifecycle.

- This includes creating a movement and activating our customers- as advocates by employing a combination of activities and applications to engage and nurture customers to accelerate their success, and cultivate new advocates to share their experiences with the companies brand through customer quotes, case studies, 3rd party reviews, sales reference calls, etc. You will build and drive the team that runs the programs end-to-end, from ideation to execution.

What You'll Be Doing :

KRA- Senior Manager :

- Foster a deep understanding of our customers- organizational goals and objectives to identify opportunities for alignment with organizations customer marketing strategies

- Execute marketing programs to achieve advocacy, retention, and growth targets

- Drive the roadmap, strategy, and execution of customer marketing programs that support communication, engagement, and adoption of new and existing products, capabilities and feature launches, by engaging customers with personalized, targeted and relevant marketing at every stage

- Design and implement a range of cross-sell efforts to ensure customers are aware of recent product innovation, other products and add-on options to maximize lifetime value and customer satisfaction

- Design, develop, execute, and measure creative communications, such as newsletters, surveys, campaign emails, nurture streams, webinars, etc.

- Measure the impact of customer marketing activities on customer advocacy, growth, retention, and financial outcomes

- Identify strategies to drive key advocates for customer case studies and evangelism to drive customer adoption and opportunity velocity, as well as fuel brand campaigns, thought leadership programs, and more

- Up level our third party review program to drive consistently high volume, high quality reviews

- Track and analyze ROI for customer content and marketing efforts.

Profile Requirements :

Education & Experience :

- Bachelor's degree. Master's degree/MBA preferred.

- Minimum of 10+ years of B2B customer marketing experience, ideally in the enterprise software / SaaS industry

Technical Expertise :

- Familiarity with customer advocacy platforms, as well as marketing systems like Pardot and / or Totango Campaigns to create effective tech touch programs

Desired Characteristics :

- Excellent public speaking, writing, and storytelling skills

- Strong program management, cross-functional collaboration, and leadership capabilities

- Ability to multi-task and work on several projects, often under tight timelines, while consistently delivering results

Business Acumen :

- Data-driven and creative, you employ creativity to try new things and are always learning and refining based on data and reporting

- Strategic thinker, who can see the big picture and focused on measuring ROI through all customer marketing programs

- Ability to influence and drive program objectives across global, regional, and functional teams to achieve outcomes

- Adept at creatively engaging and motivating customers with out-of-the-box thinking and innovative programs

Personal Attributes :

- Passion for the customer: Building relationships and delighting customers is what you live for. You go above and beyond to turn customers into raving fans and act as the voice of the customer to improve the customer experience

- Pride in being a trusted advisor, challenging the status quo with innovative thinking to ensure every customer touch point adds value

- Strong collaborative skills and you leverage every opportunity to promote your programs

- Relentless focus on urgency in execution

- Comfortable with an ever-changing environment that requires you to be agile

Preferred Industry : Tech/SaaS/ B2B companies with voice background

About You :

- Experience of min 8 Years in Customer Marketing

- Prior Experience in B2B enterprise marketing is crucial.

- Candidates with experience in Voice VAS service providers, Contact centre solutions sales and/or Cloud Telephony products would be ideal.

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