Customer Experience Marketing Manager

Leader in their industry, our exciting global SaaS construction platform client seeks a contract Customer Experience Marketing Manager.

This is a remote contract position.

We’re looking for a highly-talented Customer Experience Marketing Manager to join our client’s Customer Marketing team. In this role, you’ll be responsible for developing and implementing the customer onboarding and retention strategy and engagement activities across the customer lifecycle.

You’ll design, develop, and manage global, scalable campaigns and programs designed to drive customer adoption and support overall expansion and retention goals.

This position reports into the Sr. Manager, Customer Experience Marketing.

As a Customer Experience Marketing Manager, you’ll partner across marketing, sales, customer success, partner and product teams to deliver innovative ways to support initiatives aimed at delivering best-in-class experiences for customers that increase lifetime value and reduce churn.

You will use your blend of skills and leverage appropriate channels to deliver the right content to the right customer at the right time.

Contract Duration : 12-Months

Required Skills & Experience

• Bachelor’s degree preferred or equivalent work experience required
• 8+ years of proven work experience in adoption / retention marketing, customer lifecycle, or similar role (preferably in a B2B SaaS environment)
• Experience in the end-to-end design, development and management of global adoption marketing programs, strategies and / or processes.
• An analytic mindset and skills to measure performance with a data-driven approach to decision making
• A deep understanding of customer segmentation and how various marketing channels compliment each to support successful cross-channel retention campaigns
• Ability to analyze what’s working and what’s not, and directing teams to maximize effectiveness
• Excellent interpersonal skills, ability to build strong relationships and partner across teams

What You Will Be Doing

Daily Responsibilities

• Develop, manage and optimize Onboarding and Adoption programs, including customer communications such as usage nurtures, integration promotion, client certification and training webinars to increase usage and support adoption and retention goals
• Develop a deep understanding of our customers and their behavior to create strategic plans, programs, resources, and content to accelerate product adoption and app marketplace integration installations
• Lead and collaborate with teams across the client from CS, to Product, to Analytics and Creative to design and deliver the best possible customer experiences
• Work closely with product marketing and content providers to build content strategy to educate customers on product usage and adoption
• Use analytics and customer insights to design and optimize adoption and integration initiatives and touch points that support customer retention, leading to overall customer growth
• Be proactive in measuring and evaluating performance and adjust strategy as needed to drive business outcomes, presenting results, recommendations and next steps.
28 days ago