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Job Title: Director - Customer Marketing and Advocacy
Company Name: Resilinc
Location: Anywhere USA, US United States
Position Type: Full Time
Post Date: 04/17/2024
Expire Date: 06/16/2024
Job Categories: Computers, Software
Job Description
Director - Customer Marketing and Advocacy
Did you know that customer-obsessed companies grow 2.5x faster and retain 2.2x more top-line revenue annually than others?

The Director - Customer Marketing and Advocacy is a newly created role that will develop and lead our customer-centric marketing initiatives. This role that offers the opportunity to build a function from the ground up with a growing SaaS organization, with exposure across everything that we do with customers.

In this role, you will create real connections with customers to document and bring their stories to life as to how they use Resilinc to drive results for their business. You will be responsible for developing and executing marketing strategies aimed at engaging and retaining our valuable customer base. Success in this role requires a unique blend of strategic planning, program management, content creation, creativity, and collaboration across various teams to ensure our marketing efforts support retention and customer satisfaction.
Qualifications & Requirements
Program Management
- Develop and manage customer marketing programs from conception to execution to drive NPS and retention.
- In partnership with Client Success, prioritize initiatives (industry specific customer sharing, customer events, newsletter, Academy) and monitor and track performance, making data-driven adjustments.
- Identify and convert successful customers into advocates.
- Support analyst relations by mobilizing customers to share their story and wins.
- Coordinate with product management to ensure the voice of customer is represented.

Content Creation
- Create compelling and engaging content tailored to our customer segments across various channels, including email, social media, website and print materials.
- Manage case studies and develop inventory of relevant stories to support best practices across customers, sales enablement and campaign support.
- Collaborate with content team to develop relevant and impactful messaging that resonates with our audience and drives desired outcomes.

Account Based Marketing
- In partnership with Growth Marketing team, develop personalized marketing efforts tailed to individual accounts to support retention and upsell opportunities.
- Use multiple channels to engage with target accounts and nurture relationships over time.
- Understand the competitive landscape and market trends to gain insights to create highly personalized content and messages including recommendations for personalized emails, tailored content or promotions.

Cross-Functional Collaboration
- Collaborate closely with cross-functional teams, including Sales, Product Management, and Customer Support, to align marketing efforts with broader company objectives.
- Foster strong working relationships with internal stakeholders to ensure seamless execution of marketing initiatives.
- Develop standard operating procedures within marketing team to align resources for efficiency and effectiveness.
- Strong partnership with Marketing and Communications to develop “brand” for the customer.

Problem Solving
- Proactively identify challenges and obstacles in marketing campaigns and develop creative solutions to address them.
- Work with Client Success to analyze data and performance metrics to identify areas for improvement and optimization.
- Exhibit ability to not only identify problem but partnership to create solution to drive retention.

Customer Feedback and Analysis
- Collect and analyze customer feedback through various channels to gain insights into customer preferences, needs, and pain points.
- Participation in win/ loss analysis and customer meetings to use customer data and analytics to inform marketing strategies and tactics, driving continuous improvement in customer engagement and retention efforts.
- Curate and share information with Product Management, Sales, Client Success, and Marketing to improve overall company efforts as putting customer first.

- Bachelor's degree in Marketing, Business Administration, or related field; MBA preferred.
- A track record driving strong results in marketing roles with a focus on customer engagement and retention; 3+ years in a customer marketing role is preferred.
- Experience working with enterprise customers in a SaaS company required.
- Strong project management skills with the ability to manage multiple initiatives simultaneously.
- Exceptional written and verbal communication skills with a knack for storytelling.
- Proficiency in data analysis and interpretation to drive actionable insights.
- Demonstrated ability to collaborate effectively with cross-functional teams and external partners.
- Strategic thinker with a keen understanding of business objectives and market dynamics.
- Creative problem solver with a customer-centric mindset.

A diverse and inclusive workplace where we learn from each other is an integral part of Resilinc’s culture. We actively welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a great place to work.

Resilinc is well-funded (read more about our recent investment from Vista Equity Partners), profitable, and shows no signs of slowing down. We run lean, work fast, and pivot quickly to accommodate our customers in order to keep supply chains moving. 

For more information visit our website:
Resilinc End-to-End Supply Chain Risk Management Solutions - Resilinc
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Contact Information
Company Name: Resilinc
Company Description:
We began a movement when we started Resilinc in 2010 with our belief in the power of supply chain to be a force for good, to improve the lives of people and our communities. Our vision is for the world to have a place where suppliers and customers can collaborate securely with transparency and trust as the foundation. Today Resilinc’s flagship supply chain visibility, mapping and AI powered monitoring and predictive analytics platform is widely considered the Gold Standard for resilience. We wake up every day with the power of our important Mission driving our every action. Join our passionate, highly motivated and VIRTUAL global team that is energized and working hard to make a positive impact on the world.
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