Customer Experience Marketing Manager
Delivering an exceptional Customer Experience is one of the key pillars at Smartly.io. It reduces churn, creates up and cross-sell opportunities and it simply makes our customers and prospects even happier. In this role, the main focus will be to cross collaborate with all teams to put the customer at the center of everything with a focus on the Americas region. The Events Marketing Manager will develop outstanding relationships with our customers in order to understand their stories, their business goals and help drive deeper adoption of Smartly.io across their organizations. The main goals are to influence opportunities to improve win rates. Create and influence up and cross-sell opportunities. And to develop and execute amazing event experiences. This role reports directly to the Global Head of Customer Experience Marketing.
As an Events Marketing Manager at Smartly.io, you will...
- Help achieve cross functional alignments with Customer Experience stakeholders from sales, customer success, operations, (product) marketing, partnerships, etc. driving change in how we bring in, onboard and retain our customers to create more customer happiness and grow customer revenue through marketing activities.
- Help realize global Customer Experience goals by successfully initiating & managing pre-post sales change and customer journeys. This includes up and cross-sell of products and services. This includes setting up a dedicated customer communication strategy to make customers aware of all our products and services but also to ensure better adoption. It also includes creating the best onboarding experience for customers, dedicated/smart retention campaigns and building a world class social advertising community.
- Help create the strategy and execution for our global and regional customer events. This includes our flagship event: Sofa Summit as well as webinars, training and both in-person as well as hybrid events.
- By organizing regular round tables and surveys, you will always be aware of our customers' needs and expectations, in order to better adapt our communication channels to be more efficient.
- You will be responsible for activating the right communication channels in order to engage efficiently with different personas within our customers on a regular basis
- Help build the Smartly.io (digital) customer community
- Manage projects, schedules, workflows, deadlines and costs associated with customer experience marketing activities to ensure that expected results are delivered on time and within budget
We're definitely looking for you, if you have...
- Proven experience in customer & advocacy marketing in the B2B SaaS category
- Proven experience in delivering successful customer event experiences. Working in both digital and in-person event environments
- Passionate about customer satisfaction, customer experience and events
- Data-driven but also wildly creative and able to craft compelling stories and events that will remain in the minds of customers and prospects
- Deep understanding of development of compelling marketing plans and driving demand generation activities in B2B working with sales and customer success teams
- Experience collaborating and working cross-functionally with similar roles in sales, partner, engineering, marketing, product, developer relations, customer success
- At ease in engaging with customers and building strong trust and relationships
- Experience in Project Management: able to define requirements, scoping of project, planning activities, risk & issue management, resource allocation, measure progress, & determine corrective actions to ensure successful implementation
- Able to influence and build effective working relationships with all levels of the organization, including executives and cross-functional teams
- Ability to prioritize resources and run multiple projects simultaneously. Flexible and can adapt to fast moving, agile team
- Personal interest in staying up-to-date on the latest trends and emerging best practices in the community
- Fluency in Salesforce, HubSpot a plus
#LI-MD
Meet Smartly.io
Bringing brands and people together smartly. We are building a platform that combines media buying, creative, and data to automate every step of digital advertising.
We manage 2.5B€ in ad spend and serve more than 650 brands worldwide, including eBay, Uber and TechStyle. Our technology liberates marketers from manual work and allows them to focus on what matters.
As a fast-paced growth company, Smartly.io offers opportunities to maximize your learning and amplify your impact. With colleagues from 62 nationalities, you'll work in a collaborative and inclusive environment built on a culture of trust, transparency, and feedback. Join our global team of over 450 Smartlies in reshaping the future of marketing. Learn more at smartly.io/careers and smartly.io/our-leadership-and-culture.
Reasonable accommodation for people with disabilities
Smartly.io is committed to providing reasonable accommodations for qualified individuals with disabilities or special needs in our job application procedures and working environment. If you need assistance or have any questions please contact us at [email protected].
