We are looking for a Marketing professional to spearhead our efforts to convey our messaging and positioning to our prospects and customers throughout their buyer journey. Our platform shines for in-person conversations and you will be coming up with creative ways to present that value.

The Role

At Glia our mission is to help businesses reinvent how we support customers in a digital world. Our Digital Customer Service solution brings the in-person experience to all customer interactions - whether they start online or on the phone. We aim to empower businesses to easily engage their customers and members wherever they are and co-pilot them to successful service outcomes. Collaboration and culture are key components to our success as a company and we value perseverance. Are you someone who owns challenges, not just completes them? Then this may be a fit for you!

What you'll do

The Sr. Manager, Customer Marketing is responsible for leading all of our customer marketing engagement and growth activities. This role will play an integral role in achieving ambitious marketing goals by advancing the brand through cultivating a community of brand and product loyalists. Ultimately, the Sr. Manager of Customer Marketing aims to turn Glia customers into Glia advocates - telling their story in many ways, whether in Glia collateral via case studies, speaking events at conferences, referral advocacy, and the media. The ideal candidate will have deep empathy for the customer, experience owning customer retention and upsell metrics, and thrive in a fast-paced environment.

• Be the internal expert on our customer base: understand our data, our buyer personas and segments, how customers buy and use our products, and the value we realize across our different territories.
• Partner with content marketing to effectively create compelling case study content to drive activation and build a pipeline of case study and reference candidates.
• Lead our global customer advisory program bringing together our top customers in order to facilitate our most critical product feedback loop and build a cohort of customer advocates for Glia.
• Work with the other marketing team members to ensure customer evidence-based content is optimized and ready for our website, blog and public relations efforts to drive relevant traffic and conversions.
• Define goals and KPIs for all customer marketing programs to help marketing and sales meet business objectives through customer advocacy initiatives.
• Track, measure, and analyze campaign performance to constantly improve overall program effectiveness and increase the impact of customer marketing on revenue and profitability.
• Manage weekly, monthly, and quarterly reporting, flagging issues for internal stakeholders, and sharing insights appropriately.

• Develop and prioritize integrated marketing campaigns that address customer needs and align with organizational goals. 
• Work closely with customer experience, sales, and partner marketing teams to identify and deliver stories of our most strategic customers to support brand awareness initiatives.
• Create and deliver integrated customer engagement marketing campaigns that align with objectives to increase consumption, engagement, and retention through customer lifecycle management design and segmentation strategy.
• Lead and manage customer engagement and communication programs, such as monthly customer newsletters, customer communities, product announcements, onboarding, and ongoing promotional campaigns.
• Manage annual/biannual/quarterly customer satisfaction surveys to drive change throughout the organization.
• Develop a customer lifecycle campaign program and work with marketing operations to implement.
• Create special marketing content for account management/customer success to help at-risk customers with training; or target happy customers for upsell, cross-sell, and advocacy opportunities.

Requirements

• 5+ years’ of experience managing customer marketing programs in revenue-driven roles.
• BA/BS/Bachelor's degree in marketing or a closely related field or related work experience.
• Demonstrated track record of creating successful and revenue impacting customer marketing activation programs. 
• Expertise in leveraging digital analytics and insights to inform audience segmentation/engagement and campaign decisions.
• Experience in building value-driven case studies and website reviews
• Proficiency in supporting product launches and product adoption campaigns
• Experience in gathering and summarizing relevant feedback and insights from customers
• 5+ years of experience of proven B2B marketing 
• Expert in marketing automation solutions (Marketo, Pardot, Eloqua) and Salesforce.com.
• Data-driven and able to turn customer insights into actionable growth initiatives.
• Desire to tackle challenging and diverse tasks, strong organizational skills, work ethic and attention to detail, superior professionalism, resourcefulness, and judgment.
• Solid written and verbal communications skills, as well as presentation skills.
• Strong experience in program effectiveness and ROI measurement.
• Advanced MS Excel and PowerPoint skills.
• Teamwork skills are a must, proven ability to collaborate with sales and customer success departments.

• Bonus
• Marketo Certification a plus, Salesforce.com certification a plus