Job details
Job type full-time
Full job description
Overview:
As the customer marketing manager at catchpoint, you will be responsible for defining, managing and perfecting the post-sale customer journey with a laser focus on driving customer engagement, increasing customer value realization, reducing down-sell/churn and improving overall product awareness and adoption.
This person is a tireless champion of the customer – always acting as an advocate for the customer in internal discussions and decision-making opportunitiesThe right candidate will have skills that span from strategic market and data analysis through to creating engaging marketing and adoption programs to enhance value realization and build a community of raving fans.
While this person needs to work independently, they also know how to collaborate with other departments to create great customer experience and achieve business goalsThis is the right role for a natural storyteller who understands best practice processes but also embraces out-of-the-box thinking and testing.
Desired outcome s:
Continue to develop and enhance our customer marketing and engagement strategy, testing new programs and channels that improve user adoption, engagement, and long-term retention at scalePrograms include, but are not limited to:
In-product pendo communication and calendar
Monthly customer newsletter
Bi-monthly virtual user group forums
Quarterly customer forums
Product login page
Online customer community
Internal customer communication calendar
Partner closely and regularly with our customer success management and customer learning teams to identify new opportunities to leverage marketing programs and campaigns to help support our customer success and training goals
Partner with multiple teams to design experiments and automations that improve activation, engagement, and retention among our customers
Creatively curate the best and most effective content into:
Internal resources that enable customer facing and revenue generating teams to support the best and most consistent customer journey
Valuable, digestible customer-facing resources that drive education and adoption
Partner with revenue team to ensure goals align and track with corporate objectives
Build measurement frameworks and analytics infrastructure to evaluate and track the impact of programs based on key business metrics
Apply deep understanding of marketing best practices including email marketing and in-product marketing - and help the team develop engaging and impactful campaigns
Desired competencies:
4+ years of saas marketing experience, with a minimum of 2 years in customer marketing, lifecycle marketing, community building, or similar roles preferred
Customer marketing experience in a high-growth saas company
Deep understanding of how to build marketing strategies and programs for different audiences with unique goals and personas
Ability to create a vision and strategy, establish goals and success metrics, develop a roadmap, and then bring it to life
Strong leadership, communication, and writing skills with high eq and attention to detail
Excellent cross-functional partner and collaborator with an ability to work with key stakeholders to quickly drive towards results
Analytical and data focusedDiligence towards quantifying impact and using insights to improve program
Customer-centric, empathetic, and creative
Experience with pendo, salesforce, mailchimp, and hubspot preferred
Comfort working in a fully remote environment is required for now, as our teams are globally located
Office space to come in certain areas as an option for those interested
Overview:
Catchpoint is revolutionizing end-user experience monitoring to help companies deliver amazing digital experiencesOur platform provides complete visibility into your users’ experiences from anywhere – and real-time intelligence into your applications and services to detect and fix issues fasterWe are proud to partner with digital innovators like google, l`oréal, verizon, oracle, linkedin, honeywell, priceline, and qualtrics, who trust catchpoint to improve their brand experience and drive their business success.
Catchpoint is an equal opportunity employer that strongly prohibits discrimination and harassment of any kindWe celebrate diversity and are committed to creating an inclusive and engaging environment for all employeesWe welcome applications from all candidates and look forward to receiving yours!
