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Senior Manager, Customer Engagement

2 months ago

Old Toronto, Ontario, Canada Varicent Full time

About the Role:

We are seeking a highly skilled Senior Manager, Customer Marketing to spearhead and execute a comprehensive customer marketing program that deepens engagement with existing customers. This role is crucial for implementing targeted marketing strategies that expand Varicent's footprint within these accounts through strategic cross-sell and upsell initiatives.

Key Responsibilities:

  • Develop and Execute Customer Marketing Strategies: Create and implement customer marketing plans that enhance customer engagement, retention, renewals, and upsell/cross-sell opportunities.
  • Lead Cross-Sell and Expansion Initiatives: Develop and execute strategies and programs to expand Varicent's usage and product portfolio sales within key accounts.
  • Orchestrate a Customer Hero Program: Launch and manage a comprehensive program to elevate customers as brand advocates and innovators, showcasing their success through various channels.
  • Lead Customer Reference Initiatives: Spearhead the development and management of Varicent's customer reference program, ensuring a robust database of customer testimonials, case studies, and success stories.
  • Enhance Communication, Community, and Engagement: Develop and implement a personalized communication plan to foster community engagement, manage customer feedback sessions, and support regional user group events.
  • Drive Marketing of VIP Program, Education, and Success Planning: Lead and drive marketing of exclusive resources, discovery sessions, and training to help customers maximize the value from Varicent products.
  • Manage Regional User Group Events and Webinars: Oversee the planning and execution of customer educational webinars and regional user groups.
  • Success Measurement and Optimization: Establish and track key performance metrics such as customer engagement levels, revenue from cross-sell/upsell, and customer satisfaction scores.

Requirements:

  • Experience: Minimum of 8-10 years in marketing, with a strong emphasis on B2B, SaaS, or technology sectors.
  • Customer Marketing Experience: At least 5 years specifically in customer marketing or related roles such as customer engagement, retention, and advocacy within the technology or enterprise software sectors.
  • Industry Experience: Solid understanding of the enterprise software landscape, particularly in areas such as Sales Performance Management (SPM) and Customer Relationship Management (CRM).
  • Program and People Management Experience: Experience in leading cross-functional projects and initiatives is required.

What You'll Bring:

  • Excellent Storytelling and Communication Skills: Capable of articulating the value of company's offerings and inspiring customer loyalty.
  • Proactive Work Style: Able to initiate and drive projects to completion with minimal oversight.
  • Strong Analytical Skills: Leveraging data in measuring the impact of customer marketing efforts and making informed decisions.
  • Exceptional Written Communication Skills: Necessary for creating impactful customer communications and marketing materials.