About our client: Our client is a global SaaS cybersecurity company disrupting the ad-verification space. The company’s mission is to help sustain the digital ecosystem by protecting leading advertisers from the risks of online advertising and helping them restore confidence in the space.
About the role: In this critical role, our client is seeking an experienced Customer Lifecycle Marketing Manager to define, build, and execute digital customer engagement and advocacy strategies You will sit within the Customer Success organization and will collaborate closely with Marketing, Product, and Sales by becoming an expert in the customer journeys, develop a deep understanding of our users’ needs, and learn how our customers can unlock as much value as possible from our solutions.
In addition, you will also be responsible for maintaining and growing online reputation in a fast-paced and rapidly changing environment. In this role, you will work with top review vendor to ensure the products are well positioned in rankings, consistently analyzing the standing across various categories and in relation to their peers, execute and improve review generation campaigns and find ways to leverage their happiest customers to improve their position. In this aspect of the role, you will build trust and brand loyalty while safeguarding the company’s reputation.
RESPONSIBILITIES:
- Formulate automated, multi-touch, targeted digital communications and nurture programs to engage, enable, and inspire customers throughout their journey/lifecycle with their client.
- Create and optimize the client’s customer communication strategy, in partnership with Customer Success, Marketing, Product ranging from adoption to advocacy.
- Partner closely with Customer Success and Account Management teams to build targeted campaigns for renewals, upsell, and expansion opportunities.
- Develop customer community through enablement events, monthly newsletters, thought leadership content, webinars, and meetups.
- Analyze the client’s current reputation across review vendors and social media groups and work to optimize and improve their standing.
- Innovate on strategies to increase the review presence, including identifying new ways to reach customers, prospects and more.
- Execute surveys and review campaigns to actively build their brand on review sites
- Respond to and help resolve reviews on review sites and social media in a timely manner, through collaboration across departments (Customer Success, Support, Product, Marketing)
- Ensure internal stakeholders are able to leverage reviews and similar content to better attract and sell to new customers.
- Analyze and provide executive level reporting of engagement/nurturing programs and performance across review sites, social media, and reputation management campaigns.
REQUIREMENTS:
- 5+ years experience in customer lifecycle marketing, retention marketing, customer advocacy, online reputation management, public relations, for a high-tech (SaaS) company.
- Experience in account management or customer success for a high-tech (SaaS) company is a major plus.
- Superior verbal, written communication skills, with excellent copywriting and creative skill sets, with ability to deliver strong content
- Ability to learn their products in depth to be able to formulate meaningful responses and content.
- Strong organizational, managerial, and interpersonal skills, and previous success working in a matrixed organization and aligning with multiple additional stakeholders and influencers within their client.
- You have led projects from conception to closure and have experience using internal resources to get things done.
- Knowledge and experience with digital advertising and relevant platforms, such as Google Ads (Adwords) and Google Analytics is a major advantage. .
- Proven track record of consistently exceeding objectives, self-motivated, and driven by results.
- Experience with NPS/CSAT survey systems, review site management.
- Experience with Hubspot, Salesforce is a plus.
Benefits: You will be part of a dynamic team and have the privilege to work for a company that is building the infrastructure of the future. We offer a competitive compensation package, which includes: comprehensive health, dental and vision insurance, bonus, options, life insurance, generous PTO, happy hours, parties, and events to insert joy into the workflow, and most importantly, great people, growing market and a real opportunity for success. Role is hybrid office/work from home.