Customer Marketing Manager at Backstop Solutions Group in Los Angeles, CA
The Customer Marketing Manager plans and executes post-sale programs and campaigns that drive customer loyalty, customer advocacy, retention, and growth within existing accounts, as well as voice of the customer (VOC) activities within Backstop's current customer base. This role collaborates with Relationship Management, Client Care, Sales, and Product leadership on strategy and measurement. This role reports to the Senior Director of Marketing - Acquisition & Retention. Roles/
Responsibilities:
Create and/or maintain loyalty programs, including customer communications such as client upsell/retention email outreach, quarterly newsletters, event communications, and surveys Create and maintain welcome programs and support for customer adoption of the offering; specifics depend on presence and resources of other functions Measure the impact of customer marketing activities on customer growth, retention, and advocacy, and communicate these impacts within the organization Work with customer engagement ecosystem to map customer journeys for relevant personas at all stages of the post-sale lifecycle Serve as a liaison to other functions as noted above and serve as point of contact for loyalty, growth, advocacy, and VOC programs for existing customer base Partner with content marketing to create content supporting retention, cross-sell and upsell programs Collect and disseminate data and insights on existing strategic accounts Partner with customer marketing field specialists in support of customer marketing in regions, communicating centralized customer marketing plans for customization in regions as applicable Own customer advocacy, referral and reference programs in collaboration with other departments. Work with digital marketing/demand creation marketing on programs utilizing client reviews and intent data Work with events marketing to maximize client engagement with Backstop sponsored and hosted events Train the Social Media and Advocacy Marketing Specialist on junior program responsibilities Knowledge:
Financial Services industry knowledge preferred but not required Sales organization structure, particularly account management structures Marketing organization structure B2B buying process in large accounts and relevant buying centers Customer roles/personas Customer journey mapping B2B Client Referral Programs B2B Advocacy Programs Sales methodology Demand type and how it alters marketing/selling approaches Financial terms/concepts Demand generation processes/service-level agreements Available selling and marketing resources Experience and Skills Bachelor's Degree in marketing or related field required Three or more years in B2B customer marketing experience required Track record of success in all key areas of responsibility Proven experience working successfully with client-facing teams Familiarity with HubSpot, LinkedIn, Influitive, G2 Crowd, Capterra required Familiarity with project management software such as Asana, Monday, or similar required Proficiency with Outlook and Microsoft Office online required Familiarity with Forrester/Sirius Decisions a plus, but not require Job Benefits Comprehensive pay and benefits package including medical, dental, vision, term life & disability Parental leave benefits Vacation and sick time Retirement with company match (401(k) in the US and Pension in the UK) Professional organization membership Team building and quarterly company events Work with inquisitive, unique, and dedicated coworkers Casual work environment ( denim encouraged when not visiting clients) The chance to work for a growing service provider in the institutional financial industry
Salary Range:
$80K -- $100K
Minimum Qualification
Digital Marketing & Social Media, Marketing Research & AnalysisEstimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
Create and/or maintain loyalty programs, including customer communications such as client upsell/retention email outreach, quarterly newsletters, event communications, and surveys Create and maintain welcome programs and support for customer adoption of the offering; specifics depend on presence and resources of other functions Measure the impact of customer marketing activities on customer growth, retention, and advocacy, and communicate these impacts within the organization Work with customer engagement ecosystem to map customer journeys for relevant personas at all stages of the post-sale lifecycle Serve as a liaison to other functions as noted above and serve as point of contact for loyalty, growth, advocacy, and VOC programs for existing customer base Partner with content marketing to create content supporting retention, cross-sell and upsell programs Collect and disseminate data and insights on existing strategic accounts Partner with customer marketing field specialists in support of customer marketing in regions, communicating centralized customer marketing plans for customization in regions as applicable Own customer advocacy, referral and reference programs in collaboration with other departments. Work with digital marketing/demand creation marketing on programs utilizing client reviews and intent data Work with events marketing to maximize client engagement with Backstop sponsored and hosted events Train the Social Media and Advocacy Marketing Specialist on junior program responsibilities Knowledge:
Financial Services industry knowledge preferred but not required Sales organization structure, particularly account management structures Marketing organization structure B2B buying process in large accounts and relevant buying centers Customer roles/personas Customer journey mapping B2B Client Referral Programs B2B Advocacy Programs Sales methodology Demand type and how it alters marketing/selling approaches Financial terms/concepts Demand generation processes/service-level agreements Available selling and marketing resources Experience and Skills Bachelor's Degree in marketing or related field required Three or more years in B2B customer marketing experience required Track record of success in all key areas of responsibility Proven experience working successfully with client-facing teams Familiarity with HubSpot, LinkedIn, Influitive, G2 Crowd, Capterra required Familiarity with project management software such as Asana, Monday, or similar required Proficiency with Outlook and Microsoft Office online required Familiarity with Forrester/Sirius Decisions a plus, but not require Job Benefits Comprehensive pay and benefits package including medical, dental, vision, term life & disability Parental leave benefits Vacation and sick time Retirement with company match (401(k) in the US and Pension in the UK) Professional organization membership Team building and quarterly company events Work with inquisitive, unique, and dedicated coworkers Casual work environment ( denim encouraged when not visiting clients) The chance to work for a growing service provider in the institutional financial industry
Salary Range:
$80K -- $100K
Minimum Qualification
Digital Marketing & Social Media, Marketing Research & AnalysisEstimated Salary: $20 to $28 per hour based on qualifications.
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