Sr. Customer Marketing Manager

Job Description

About the Job

If you enjoy identifying opportunities to innovate and implement world-class cross sell/ expansion campaigns into our customer base, working with our customers to better understand their needs and tailor plans to them and are great at the demand gen funnel for customers, then this may be the job for you. As the Customer Marketing Manager, you will analyze our customer base for different solutions within the Enterprise business, find cohorts of billers customers that would be an ideal fit for additional products and services, and build and run compelling campaigns to that audience.  Measurement of impact and learnings is a driver of your daily work.  You’ll enjoy close collaboration with Marketing, Customer Success, Client Services, Product and Sales.

Additional responsibilities include supporting client retention and engagement efforts, such as publishing the  monthly customer newsletter, sourcing promotional items for customer initiatives, managing customer invites to our industry events, and identifying opportunities to delight customers and enhance their experience.

You are a “people person”, this position is highly customer centric and cross-functional. Exceptional listening and communication skills are a must as well as the ability to follow through. You will be responsible for communicating marketing strategy and campaign plans, following up on client marketing activities, measuring and communicating your success.

You are a leader who likes to own strategic projects from start to finish.  Analytics is in your blood. You use AI daily and strategically to be more efficient with your time and to get better results.

RESPONSIBILITIES:

• Analyze customer base for product gaps to build targeted, measurable campaigns
• Work with Sales Ops and Analytics teams to build appropriate lists for outreach and forecast the opportunity
• Create robust expansion revenue campaigns to help create stickier clients who have more of our products across our solution sets
• Build and drive expansion programs for prioritized solutions to select biller cohorts for revenue enhancement. Programs could include emails, webinars, landing pages, virtual events, call campaigns with sales, event content creation and more.
• Create these campaigns in conjunction with Product Marketing’s product content that will compel the customers to attend webinars, engage with thought leadership, sign up for demos and ultimately buy the product or service.
• Experiment with different tactics and ideas to test and learn what works best with our customers
• Keep frequent communications with Sales and other key stakeholders in back to base programs to ensure we are hitting plan numbers
• Manage the customer funnel like a prospect demand gen funnel to keep track of what add ons are coming through as a result of Marketing and Sales efforts.
• Maintain a knowledge of InvoiceCloud services (pay anywhere, anytime – online, mobile, POS, bank sites) with the ability to articulate value proposition and product advantages.
• Ensure that client marketing campaigns are up to date and tracked in various systems, like Salesforce.
• Liaison with external vendors that house our marketing assets, design vendors, swag and more.
• Create engagement and retention programs for customers, thinking strategically about what the customers need to hear, and how to best message to them
• Manage the process for and write content for monthly customer newsletter
• Source customer gifts and swag for surprise and delight moments within our base

Skills

• Strong growth track record, with examples and results of past campaigns
• Have creative ideas for compelling campaign creation
• Be an analytics guru at heart, with curiosity about how things work together and how to best present data to an executive audience
• Ability to build and manage to a project plan
• Excellent computer skills
• Problem solving skills and high attention to detail
• Tech savvy and interested in learning new tools and programs to support the business
• Highly developed verbal and written communication skills
• Ability to thrive in a fast-paced environment and work collaboratively across cross functional teams– a team player
• Ability to build successful relationships and influence customer behavior
• Sense of urgency
• Acute business acumen and understanding of organizational issues and challenges.
• Ability to quickly learn and understand the nuances of our main verticals
• Self-motivated; Candidate must have demonstrated and be prepared to exhibit extensive initiative and ownership of project success.
• Strong leadership qualities and organizational skills with the ability to adapt quickly to changing priorities and assignments.
• Power user of AI tools to help streamline your work, create efficiencies, and create better outcomes

Experience

• Bachelor’s degree
• At least 10 years’ experience in customer marketing/marketing communications (e-payments/SaaS a plus)
• Practical experience building cross-sell/back to base programs, and thorough understanding of how to build demand gen programs for customers
• Experience in Utilities, government, tax, and insurance payments a plus
• Proficiency in MS Word, Excel, and PowerPoint, Salesforce, Tableau, Adobe Creative Suite, AI Marketing tools