Director, Customer Programs
The Director of Customer Programs responsibilities include all those of an Engagement Marketing Manager with additional responsibility and ownership of more-complex engagement programs and strategy. The Director of Customer Programs will be responsible for managing our overall customer engagement, including driving customer use cases, videos, speaking opportunities, and ensuring a proactive and positive relationship. This individual will be expected to drive overall customer engagement and life-cycle program strategy and end to end customer experience. This role will lead program collaboration across all departments including Marketing and Sales. Your Focus: · Strategy and Planning · Sets goals, budget and the go-to-market strategy for customer engagement programs. · Builds and drives the program execution strategy and plan. · Works with cross-functional stakeholders and marketing operations to define the end- to-end customer experience across email, digital, in-person and web experience. · Leads the orchestration of all execution components, including cross department coordination (marketing, services, sales, partners, etc.). · Leads global collaboration for the initiative with regional counterparts · Initiative Performance and Optimization · Defines success metrics including KPI's across all areas of the programs. · Owns performance metrics, including dashboard and reporting and drive the learning and feedback loop for the program optimization across content and execution. · Team Communication and Project Management · Responsible for team communications of project plans and execution. · Cross-functional teamwork - Work with Creative, Marketing Operations, Analyst Relations, Field Marketing, Events, Product Marketing and Sales teams to deploy effective engagement programs. · Delivers executive presentations on program plans, creative reviews and results. · Regular, predictable job attendance · Build and maintain strong relationships with a diverse set of internal and partner constituencies, including creative, legal, finance, support, sales and marketing experts Qualifications Required Experience and Skills: Motivation, Innovation, Passion, Integrity, Teamwork, Customer-Focus You should also bring the following: · Energy and Creativity. Strategic marketer who is inquisitive and pro-active in terms of ideas and innovation. Sees the bigger picture and prioritizes accordingly. · Leader. Driven leadership skills that can remove obstacles, make decisions and execute. · Excellent Communication. Excellent people skills especially working to align functional teams and multiple stakeholders. Excellent written and verbal communication skills · Go-Getter. Ability to simultaneously manage multiple projects and tasks · Relentlessly High Standards. Detail-oriented and deadline-driven · Highly Technical. Strong PC-based computer skills; proficient with MS Office Suite · Experienced. 5+ years' experience in program management, with at least 2 years managing large-scale integrated customer engagement programs. Experience with subscription or SaaS based company preferred. Experience with customer engagement or CRM marketing · Educated. BS/BA degree in marketing or equivalent related experience.