Marketing Manager, Self-Service Customer Onboarding

| Greater Boston Area
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HubSpot is looking for a customer-focused rockstar to help us take advantage of a key opportunity in 2018 - creating and maintaining a self-service onboarding process for new customers. Working closely with other marketers, Customer Success, Customer Marketing and Product, this person will own automated onboarding, empowering new customers to self-navigate to success with HubSpot in a way that fits their business needs and learning preferences. They will also be responsible for delivering an engaging and exceptional experience to our customers.

Today, most of the onboarding we provide to our customers is delivered by a Customer Success team member, usually over the phone and sometimes supported by email. But the world is changing. The way customers want to learn is changing. Many of them would prefer to learn in self-service environment, until they’re ready to work with a HubSpotter.

We’ve begun to pilot giving customers the ability to opt out of one-to-one onboarding and instead get up-to-speed with automation and self-service. There is a lot of opportunity to improve and expand our outreach strategy to different products and channels beyond email. We are looking for an advocate of a delightful end-to-end experience for our customers, especially as the HubSpot customer journey and “magic setup moments” become more clearly defined in 2018.

Some of the things you’ll work on include:

  • Working with Customer Success leadership to identify the products and customer segments that are a good fit for automated onboarding
  • Aligning with Customer Success leadership to ensure the automated onboarding flows you set up match with Customer Success business processes
  • Aligning with Customer Marketing to ensure the tone of the messaging matches across all customer outreach
  • Writing and designing automated onboarding communications (email to start)
  • Creating automation workflows. You’ll set up email workflows to start and will use tools like Azuqua and HubSpot.
  • Aligning with Academy on the content our customers need to succeed throughout automated onboarding, and creating content as needed (written, video, etc.)
  • Working with the product team to ensure that in-app onboarding experience is aligned with any automation we build
  • Investigating and experimenting with new channels to deliver onboarding communication, such as SMS, the mobile app, notifications, messaging platforms, chat, etc.
  • Bringing a consistent voice to customer onboarding communications across departments and systems
  • Reporting on the success of automated onboarding workflows and constantly iterating and improving them

We’re looking for someone who:

  • Has a strong passion for the customer experience and an understanding of what makes customers successful. You often find yourself being the voice of the customer in cross-departmental projects.
  • Is creative and enjoys writing and content creation
  • Is excited by aggressive goals and solving tough problems no one else has solved
  • Has an analytical mind and a passion for diving into data to inform decision-making

You should have the following skills or experiences:

  • Ability to tell a story using data.
  • Strong understanding of the HubSpot customer journey. You feel comfortable mapping out the end-to-end experience our users & customers go through, and you have opinions on how to improve it. 
  • Expertise in email marketing, nurturing and/or user onboarding
  • Proven track record of cross-group collaboration and getting disparate teams to work together towards a common goal
  • Proven track record of bringing new ideas to the table, able to re-invent and not just execute on status quo, comfortable with change and a fast-paced environment where things move quickly and change often
  • Experience designing experiments and tests, running them, reporting on results and experience using those results to drive meaningful change and to impact decisions.
  • Strong writing, communication and content creation skills

Additional experience (a plus, but not required):

  • Experience with customer marketing programs
  • User design experience
  • Graphic design experience
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Location

25 First Street, Cambridge, MA 02141

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