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Director, Customer Marketing

Centrical provides an employee-centric success platform that holistically navigates employees, turn-by-turn, to success. Using actionable KPIs, deep gamification, personalized microlearning, collaboration tools, and augmented coaching, Centrical puts the employee at the center of business success. With Centrical, employees succeed and grow, and businesses perform their best. Founded in 2013, Centrical serves a diverse client base comprised predominantly of global fortune 500 companies. Our platform is deployed worldwide and used by hundreds of thousands of employees. At Centrical, our people are driven by innovation and passionate about unlocking employee potential. Through a culture that’s encouraging, collaborative, and inclusive, we provide daily opportunities to excel. Centrical operates globally with offices in New York, Dallas, London, Melbourne, Brazil and Israel.

Centrical is seeking an experienced Customer Marketing Manager who will develop and lead multichannel marketing activities in close collaboration with the Customer Success Organization, Field Marketing and Sales teams to increase customer adoption, retention, renewal and loyalty, closely tied to company revenue goals and objectives. The successful candidate will have a passion for creating raving customer fans and be business savvy in the entire post sales adoption strategy. This role will also create tracking and reporting to establish ROI on marketing initiatives for leadership, as well as utilize customer health dashboards to identify at risk customers for targeted campaigns.

Responsibilities

  • Leverage and promote customer success through all marketing and sales channels including social media, public relations, customer videos and strategic sponsorships and events.
  • Support customer content and attendance driving at global events and conferences aimed at bringing together customers and facilitate experience sharing
  • Work cross collaboratively with teams on building a repository of customer case studies and use cases with 3rd party vendors that the field can use to increase adoption; support the creation of compelling customer stories that drive interest and awareness in the market
  • Develop and launch strategic customer events in key industries that strengthen customer communities and reinforce the company’s relationships with key customers
  • Work closely with Field Marketing, Sales and Product teams to market and promote customer successes
  • Responsible for the planning, development, project management, and successful implementation of Customer Adoption, Cross-sell and Upsell marketing programs, including Customer Success Days, Lifecycle and Nurture Campaigns, Re-engagement Strategies, User Adoption Videos
  • Work with various internal stakeholders, including Customer Success Executives (“Farmer” Sales) and, as appropriate, other worldwide and/or regional and local teams to define, recommend and implement plan strategies with emphasis on the customer. Manage project expectations and internal and external resource teams
  • Independently plan and develop sophisticated campaigns and, working with Marketing Execution, identify targets, value propositions, and tactics to achieve defined goals.
  • Stakeholder Management – Lead others to strongly align with business stakeholders in order to contribute to attaining company objectives
  • Support/enable the “Farmer” Sales organization through delivery of key customer assets and stories.

 

Requirements:

The role demands an individual who has strong ability to think strategically but also execute on multiple competing priorities and can ramp quickly into an innovation-led, cloud/SaaS environment.  The ideal candidate will have excellent marketing strategy & communication skills, a self-motivated drive, and the unique ability to deliver fast time-to-market with high quality and flawless execution in region. A strong customer empathy and relationship building ability is a must.

The candidate must have:

  • 7+ years experience in marketing strategy with customer marketing and other related marketing roles focused on post sales marketing
  • A passion for customers, their business success, and creating raving fans of Centrical
  • Domain experience in high tech software industry with contact centers, performance management, HR solutions a plus
  • Proven success developing customer marketing strategy and plans at a local and regional; strong regional execution of customer programs including customer events, nurture, and advocacy is a must
  • Strong ability to work with Account Executives and business stakeholders; Strong presence with ability to provide marketing point of view on contribution to business targets
  • Growth and innovation mindset; Track record for driving innovative, creative concepts from strategy through to execution
  • Ability to think strategically and execute with attention to detail.
  • Exceptional customer-facing skills and experience
  • Must be a team player, demonstrated high performer and willingness to take initiative.
  • Ability to develop effective working relationships across the company, including other marketing teams, sales, product management and business development.
  • Bachelor’s or master’s degree, with degree in business administration, marketing or related fields a plus

 

Centrical is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran

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