Position Overview

The Customer Marketing Specialist is responsible increasing customer satisfaction by creating engaging marketing campaigns that will help the business thrive. This role will benefit the sales and marketing teams by expanding customer advocacy, identifying cross-sell and up-sell opportunities, and improving customer retention and loyalty.

Responsibilities:

• Build relationships with customers to increase renewals, referrals, cross-sell, and up-sell opportunities.
• Produce on-brand and on-message marketing materials (videos, emails, and more) that will enable the Customer Success team to communicate effectively with customers, ensuring continued education and success throughout the relationship lifecycle.
• Identify key customers that can act as a marketing channel through case studies, speaking opportunities, and more
• Map the customer journey to determine how and when to reach customers in ways that drive adoption and advocacy.
• Plan, execute, and analyze marketing programs for customer segments through various channels, including integrated marketing campaigns, email, webinars, direct mail, and account-based marketing tactics focused on lead generation and building the sales pipeline.
• Manage annual customer satisfaction surveys to drive change throughout the organization and provide product feedback given by customers to the Product team.
• Create unique marketing content for Account Managers and Customer Success Mangers to help at-risk customers with training.
• Target customers for upsell, cross-sell, and advocacy opportunities and enable the team to be successful by creating sales enablement programs and providing expertise to help them identify opportunities to sell by building campaign sequencing and resources that include message platforms, content, sales presentations and collateral, call scripts, and automated email workflows.
• Compose and send customer emails, including automated workflows to support onboarding, adoption, retention, and renewal.
• Segment effectively by tailoring and customizing campaign-specific micro-segments to persuade and influence specific customer clusters.
• Other duties as assigned by the marketing department

Competencies

• Strong written & verbal communication skills
• Collaboration
• Creativity and Innovation
• Attention to Detail
• Adaptability
• Customer Centric Focus

Preferred Education and Experience

• A college degree in marketing, communication, or related discipline and/or equivalent experience or in-depth industry and job specific technical skills acquired through a combination of formal instruction and on-the-job training.
• Proficiency with platforms and review sites such as HubSpot, Salesforce, ChurnZero, G2, TrustRadius and/or Outreach a plus
• 3 years of experience in marketing role in a SaaS environment