Customer Marketing Manager

Summary

Join impact.com as a Program Strategy Manager and become a trusted advisor to our customers, maximizing their value from our platform. Lead strategic conversations, helping customers achieve their business goals, and act as the internal voice of the customer. This critical role within the Customer Success team involves leveraging your expertise in building successful customer marketing programs to advise clients on best-in-class referral and rewards marketing. You will be responsible for delivering and communicating ROI, influencing lifetime value, and identifying optimization potential. This role offers the opportunity to work with a diverse customer base across various industries and make a significant impact on our platform's growth.

Requirements

• Experience in creating successful Advocacy or Customer Marketing programs such as Referral, Loyalty, and others that promote growth through your customer base
• Ability to articulate Marketing concepts, value propositions, ROI, and recommendations clearly and compellingly to customers
• Solid understanding of Customer Marketing and Advocacy programs, product led growth
• Previous experience within a SaaS Customer Success team -MarTech and/or Advocacy space is an asset
• A proven drive to build long lasting business relationships
• Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses
• Proven ability to be an assertive problem-solver and proactive relationship manager who can respond quickly to customer needs, anticipate issues, and resolve these in advance where possible
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
• High level of resilience and a positive attitude when faced with adversity

Responsibilities

• Provide a ‘best in class’ customer experience through all phases of the customer lifecycle, from implementation to annual renewals
• Provide guidance in best practices and improvements, to our customers and to other members of the Customer Success team
• Analyse successful customer programs to develop and update impact.com’s best practices
• Take responsibility for delivering and communicating ROI for your customers, influencing lifetime value through high product adoption, customer satisfaction, and overall NPS scores
• Understand your customer's performance KPIs, anticipate their next steps, and provide them with guidance towards their desired outcome, continuously identifying individual optimisation potential and develop concepts for implementation
• Identify and nurture growth of our platform’s value within our customer base
• Participate in the onboarding of customers as their relationship manager and point person on marketing and program strategies that will lead to a successful program launch
• Collaborate internally to be the voice of the customer across other departments such as sales, product, marketing and operations
• Build and foster partnership style relationships with our customers business leaders and marketing leads that are responsible for their Advocate program
• Own the lifetime relationships with our biggest customers
• Develop and implement processes and programs to increase usage of Advocate while collaborating closely with cross-functional team members to drive frictionless renewals, upsell and expansion opportunities

Preferred Qualifications

• Negotiation talents through experience or schooling is beneficial to the role
• Bachelor's/College Degree in Business, Marketing Information Technology, Engineering, or equivalent working experience
• Affiliate & Partnerships Industry Fundamentals Certification by PXA

Benefits

• Responsible PTO policy - take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
• Flexible remote working policy
• Training & Development - Free Coursera Subscription and PXA partnerships learning
• Restricted Stock Units - 3-year vesting schedule pending Board approval
• Internet Allowance
• Gym reimbursements
• Technology stipend
• Mental Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage
• Health Insurance
• 6 Months Paid Parental Leave
• Free in office lunches several days per week