Remote Head of/Director Customer Marketing

Summary

Join Talon.One as the Head of Customer Marketing and lead a new sub-function focused on retaining and growing our customer base. Develop and execute strategies to increase customer retention and engagement, collaborate closely with the Customer Success team, and work with the wider marketing team to create integrated campaigns that highlight Talon.One’s customer success stories.

Requirements

• Experience with Advocacy Programs: Proven success scaling advocacy programs with CxOs
• Analytical and Storytelling Skills: Ability to be both analytical and a powerful storyteller and communicator
• Energy and Flexibility: Drive to create real and measurable business results
• Integrated Marketing and Demand Generation: Experience in executing ROI-driven marketing and post-sale demand generation programs
• Go-to-Market Ready: Demonstrated ability to work with Customer Success and Marketing teams to bring new products to market, drive expansion, and learn from customers
• Strong Collaboration: Track record of working effectively with Product, Marketing, Success, and Sales teams
• Excellent Communication: Ability to concisely articulate a vision that resonates with internal stakeholders like sales and success and inspires customers
• Comfort with Ambiguity: Comfortable starting from the early days of the customer marketing and advocacy and a desire to establish new processes to scale team

Responsibilities

• Develop and execute strategies to increase customer retention and engagement
• Collaborate closely with the Customer Success team to ensure alignment with post-sale revenue goals
• Work with the wider marketing team to create integrated campaigns that highlight Talon.One’s customer success stories
• Establish a robust program to showcase customer experiences through case studies and success stories
• Partner with Product Marketing to create resources that help customers maximize the value of Talon.One and increase product adoption
• Act as a liaison between customers and the product team, relaying customer insights and suggestions
• Build and manage a world-class customer event and advocacy programs in partnership with the wider marketing team, including
• Hire and manage global event marketing manager
• Develop an online and offline customer community
• Evolve and manage the Customer Advisory Board (CAB)
• Oversee the customer event strategy, including our flagship event, INCENTIVIZE, to ensure global growth and customer satisfaction
• Coordinate customer speakers for events
• Create and manage customer loyalty programs, reference programs, and foster a sense of community among customers
• Track and report on key customer marketing metrics, such as customer satisfaction, Net Promoter Score (NPS), upsell/renewal targets, and customer lifetime value (CLV)

Benefits

• Learning budget and LinkedIn Learning
• 30 vacation days
• Remote-work abroad up to 90 days
• In-house German language courses
• Discounted Urban Sports Club membership and BVG ticket
• Work-Dog-Balance, your best friend is more than welcome!
• Mental health support with Nilo.health