As Customer Marketing Director you will build strong relationships with customers to create a community of fanatic brand advocates. This position directly benefits sales and marketing teams by increasing customer advocacy (including referrals, testimonials, references, etc.), identifying cross-sell and upsell opportunities, and increasing loyalty and retention. This position is measured in terms of revenue growth from existing client base, a number of public customer references and customer opportunity referrals.

This position requires creative marketing and communication skills to engage and motivate customer advocates. As Customer Marketing Director you will be a personable effective communicator who acts as a liaison between customers and the rest of the organization. While you need to be able to work independently, you understand the importance of collaborating with other departments to create an incredible customer experience and reach business goals.

Key Responsibilities

• Build rapport with customers to increase renewals, referrals, and cross-sell and upsell opportunities
• Create use cases, reference studies, ROI models, video testimonials
• Arrange analyst briefings and spot opportunities for press interviews.
• Lead and manage customer engagement and communication programs, such as in-person/virtual events, workshops, annual conferences, awards programs, onboarding and ongoing nurture campaigns
• Connecting with customers to ensure continued education and success throughout the relationship lifecycle
• Identifying key customers that can act as a marketing channel through case studies, speaking opportunities, etc.
• Help marketing and sales meet business objectives through customer advocacy initiatives

Skills

• Bachelor’s degree with emphasis on communications, marketing, and business
• 7+ years of previous Customer Service, Customer Success, or Account Management experience
• Technical knowledge of the latest digital marketing tools and channels, including Customer Relationship Management platforms and marketing automation platforms
• Experience creating and executing marketing campaigns and programs that drive customer engagement and advocacy
• Ability to write effective copy is a necessity; graphic design capabilities are a plus
• Familiarity with B2B marketing, lead generation, and sales processes
• Use of ReferenceEdge

Personal Qualities

• Strong passion for serving and understanding customers
• Management experience
• Interpersonal skills to nurture customer relationships and work with cross-functional teams
• Incredibly creative marketing and communication skills
• Analytical skills to determine marketing effectiveness and ROI of customer engagement efforts
• Strategic thinker to see beyond the day-to-day grind to help reach marketing and sales goals, create a stronger brand, and improve the customer experience