• Customer Marketing Programs Manager

    Job Locations US-MA-Framingham
    Category
    Marketing
    Type
    Regular Full-Time
  • The Company

    Pioneer of the WorkHuman movement, Globoforce makes work more human for millions of people and organizations worldwide. Today, Globoforce is the leading provider of human applications, including its award-winning Social Recognition solution. Through its WorkHuman Cloud suite of products, companies can strengthen employee performance and relationships between people and teams on a more positive, socially connected level – in tune with how work gets done today. Founded in 1999, the company is headquartered in Framingham, Mass., and Dublin, Ireland.

    The Job

    Are you passionate about customer relationships?  Do you love to create marketing programs that get noticed?  Do you get a charge out of knowing that your campaigns have had a significant impact on growth? Have excellent project management skills and a strong ability to multi-task?  Enjoy coordinating cross-functional teams?  Then this position at Globoforce is for you!

     

    The Customer Marketing Programs Manager will plan and execute Globoforce’s demand and awareness campaigns and ongoing engagement strategies through multiple channels. In this customer-focused role, you will establish an ongoing cadence of campaigns for our customers to develop and build relationships. You will work closely with the customer success team to become a key evangelist of our value propositions across multiple personas within our customer environments. To be successful in this role, you will need to be able to think strategically, while also executing diligently, to maximize the impact of each campaign.  Reporting to the Director of Global Programs, this role will develop a deep understanding of our customers to help maintain and expand our footprint in these accounts.  Additionally, you will support strong relationships with customers through engaging marketing campaigns. Your mission is to help customers maximize the benefits of Globoforce’s products, which in turn, will drive a healthy client base and new business opportunities.

    Responsibilities, Skills & Qualifications

    • Define and develop customer marketing programs aligned with marketing campaigns and product initiatives
    • Create and nurture customer lifecycle campaigns that are specific to the customer and their pain points
    • Build communication plans to announce new product offerings or features to our customers
    • Manage all customer marketing initiatives/outreach, including content creation for emails, newsletters, webinars and more
    • Target happy customers for upsell, cross-sell, and renewal opportunities
    • Work with departments across the company to support their customer outreach
    • Be a true partner and resource to the Customer Success group to meet their customer experience and customer goals
    • Continuously build strong customer relationships and liaise between the Customer Success, Communication, Product Marketing, and Content teams to increase customer advocacy (including speaking/media opportunities, referrals, testimonials, webinars, references, etc.), identifying cross-sell and upsell opportunities, and increasing loyalty and retention
    • Deeply connect with customers to ensure continued education and success throughout the relationship lifecycle, support CSMs and customers on kickoff and weekly calls
    • Constant communication – Manage and maintain engagement and advocacy programs; continually recruit new customer advocates, keep the communication cycle alive and well!
    • Own your metrics; track, analyze and optimize customer engagement and advocacy efforts

    Skills and experience

    • Bachelor’s degree preferred
    • 4-6 years of proven experience influencing and collaborating with customers to align solutions to needs and business objectives
    • Approachable, high energy and a strong “can-do” attitude
    • Experience using digital marketing outlets, such as PPC, SEO, SEM and Social to generate response and raise awareness
    • Experience developing and executing programs that results in building a community of strong stakeholder advocates
    • Proficient skills in utilizing marketing tools, including CRM (Salesforce) and marketing automation (Marketo)
    • Excellent verbal and written communications skills
    • Demonstrated ability to work in dynamic, fast-paced, team environment
    • Self-starter, self-directed, who is always looking to strategically push the envelope
    • Strong ability to multi-task while keeping priorities in the proper order
    • Solid project management skills with keen attention to details
    • Strong accountability for generating measurable results
    • Experience in customer program management within the enterprise software market preferred

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