Customer Marketing Specialist

View full description

Requirements:

• Exceptional interpersonal and communication skills with the ability to influence and excite customers and internal stakeholders
• Bachelor’s degree in communication, digital marketing or related fields
• A minimum of 3 years of related customer marketing experience
• Background in customer service or customer success a plus
• Creative thinking and problem-solving skills
• Strong project management skills with ability to manage multiple initiatives simultaneously
• Hands-on experience with Salesforce, community management software, and Gainsight is a plus.
• Familiarity with social media and digital marketing strategies
• A good understanding of current customer marketing trends
• Big picture thinker with the marketing savvy to ‘proof’ the final product for excellence before we deploy

Responsibilities:

• Expand the company's customer marketing program through executing marketing campaigns that have a measurable impact on increasing adoption and driving cross-sell and upsell opportunities.
• Maintain customer advocacy programs that create enthusiasm, brand loyalty, and customer stickiness. Help recruit new customer advocates to participate in activities that align with our go-to market strategy.
• Plan Customer Advisory Board activities, including recruiting members, arranging virtual and in-person events, and managing follow-up communications.
• Ensure Fleetio’s company profile on third-party review sites accurately highlights company solutions and features. Execute review campaigns that bolster our presence in the industry and increase review ratings.
• Coordinate the execution of our monthly customer newsletter by working with other departments to gather relevant articles, create design assets, set up email templates, and deliver reporting metrics.
• Consult with key stakeholders to identify gaps and areas of improvement in our customer journey. Work together to enhance communications and deliver moments that matter to our customers.
• Conduct ad-hoc analyses as needed to identify industry trends and insights, stay up-to-date on competitor strategies, and deep dive into customer pain points to continuously improve our customer marketing approaches.
• Collaborate with key stakeholders to help implement and maintain an online customer community that fosters communication amongst customers, encourages and incentivizes engagement in advocacy activities, and deepens customer loyalty.
• Assist with the development of surveys to gauge customer satisfaction and create publishable content (testimonials, stats, and case studies) that provide social proof of success with Fleetio.
• Maintain a library of up-to-date customer advocates and sales references. Coordinate and field requests from other departments for speakers, referrals, and references.
• Work with contributing teams (content, creative, product marketing, and business operations) to “pull it all together” to launch customer marketing campaigns and promote participation in advocacy activities.