Customer Marketing Manager

Job Summary: 

The primary objective of the Customer Marketing Manager is to deepen relationships with existing customers, leveraging these relationships to enhance brand loyalty, drive business growth, and significantly increase new client acquisition through a structured referral program.

Key Responsibilities: 

• Develop, execute, and optimize marketing strategies focused on annual user conferences and semi-annual Customer Advisory Boards, ensuring these events serve as platforms for encouraging referrals and showcasing customer success.
• Create, manage, and scale a customer referral program, implementing incentives that motivate current customers to refer new clients, while tracking the success and ROI of these programs.
• Design and implement targeted marketing campaigns to engage, educate, and retain existing customers, specifically aimed at promoting the referral program and demonstrating the value of ongoing partnership.
• Collaborate closely with customer success, sales, and marketing teams to ensure customer marketing strategies are seamlessly integrated with broader business goals and contribute directly to the referral pipeline.
• Continuously analyze customer feedback, referral data, and market trends to refine and improve marketing strategies and referral program effectiveness.
• Provide regular reporting on the effectiveness and impact of customer marketing initiatives, with a particular focus on referral program success metrics.
• Work collaboratively with sales, customer success, product team, and executives to develop content for campaigns, sales outreach, emails, presentations, website, customer case studies, and more.
• Compose short- and long-form content to align with overarching SEO strategy and targeted at specific personas, use cases, customer groups, and industries. 
• Own the Ombud social media channels including content production and community management.
• Develop an understanding of the Ombud customer base and voice of the customer to inform messaging, positioning, and community building activities.
• Work directly in tools such as Hubspot, Webflow, and others to create and update content.
• Contribute to a team culture of transparency by openly sharing ideas, collaborating with team members, and solving problems proactively.

SMART Goals:

1. Specific: Increase new logo revenue from referrals by 15% within the next fiscal year through the implementation and optimization of the referral program.
2. Measurable: Achieve a 20% year-over-year increase in attendance and engagement at user conferences and advisory boards, using these events as a springboard for the referral program.
3. Achievable: Launch and manage two new targeted customer campaigns per quarter, focusing on referral program engagement and customer success stories.
4. Relevant: Ensure all marketing activities and referral programs are aligned with overall business objectives to enhance customer value and loyalty.
5. Time-Bound: Conduct quarterly reviews of marketing strategies and referral program metrics to adapt to market conditions and improve program effectiveness.

Qualifications: 

• Education and Experience:
  • Bachelor’s degree in Marketing, Business Administration, or related field.
  • Proven experience in marketing, customer relationship management, or a similar role with a focus on referral programs and customer engagement strategies.
  • Experience in B2B marketing, particularly within the SaaS or technology sectors, would be highly beneficial.
• Strategic Marketing Skills:
  • Demonstrated ability to develop and execute marketing strategies that drive customer engagement and business growth.
  • Experience in creating and managing referral programs, including designing incentives and measuring program success.
• Customer Relationship Management:
  • Strong skills in building and maintaining relationships with key customers, understanding their needs, and leveraging those relationships for business growth.
  • Ability to work closely with customer success teams to ensure a seamless customer experience that promotes loyalty and referrals.
• Analytical Abilities:
  • Proficiency in analyzing customer feedback, referral data, and market trends to inform marketing strategies.
  • Experience with CRM and marketing analytics tools to track campaign performance, customer engagement, and referral success.
• Communication and Collaboration:
  • Excellent verbal and written communication skills, with the ability to craft clear, compelling messages for various audiences.
  • Strong collaborative skills, with experience working across departments to align marketing strategies with broader business goals.
• Adaptability and Innovation:
  • Flexibility to adapt marketing strategies based on customer feedback and market conditions.
  • A creative mindset, with the ability to innovate and experiment with new referral program ideas and marketing campaigns.
• Project Management:
  • Strong project management skills, with the ability to manage multiple campaigns and initiatives simultaneously, ensuring they are delivered on time and within budget.
• First 30 Days Integration:
  • Willingness to immerse in product training and support team activities to understand customer perspectives and operational workflows.
• Hybrid Role:
  • This role requires in office presence for three - four days per week.

Ombud Values

When we talk about PIRC being akin to a 'perk,' we mean it literally and figuratively. It's a perk for our clients who benefit from our value-driven approach, and a perk for our employees who thrive in a culture that celebrates progress, integrity, resourcefulness, and a customer-first mindset."

• Progressive: We are forward-thinkers, always seeking to learn and evolve. This means we're not just adapting to change; we're driving it. Our team is made up of individuals who see ahead of the curve and work to ensure that Ombud leads the charge in innovation and industry advancement.
• Integrity: It's the backbone of our operation. We foster an environment of trust and honesty, where commitments are honored, and ethical practices are the norm. Our Ombuddies are trusted to act responsibly and transparently, ensuring the highest standards of conduct both internally and with our clients.
• Resourceful: In our world, being resourceful is about intelligent innovation—doing more with less, thinking outside the box, and turning challenges into opportunities. Our team members are adept problem solvers who bring creativity to the table every day.
• Customer-Centric: We put our customers at the heart of everything we do. Our team is deeply committed to understanding and anticipating customer needs, ensuring that each decision we make serves to enhance their experience and success.

What Ombud Offers You

• A culture that fosters career development and values working together as a team
• Employee Stock Option Plan – Our employees are owners
• Flexible working options (remote/onsite/hybrid)
• Full Benefits, including: Healthcare, Dental, Vision, 401(k), Paid Leave, Sabbatical
• Compensation: $75,000 - $90,000 Base Salary range (If this does not fit in your range we would still be interested in speaking with you as we have a number of open opportunities as we continue to grow)

About Ombud: 

Customers rely on Ombud to automate the content-centric activities in their sales processes. Our platform combines content collaboration, project management, and machine learning to streamline the creation of sales documents like RFP responses, security questionnaires, sales proposals, statements of work, and much more. Industry innovators such as UKG, Zendesk, Ping Identity, Instructure, Microsoft, and Twilio leverage Ombud to power their revenue teams with exceptional content. 

Ombud is proud to be an equal opportunity employer. All employment decisions at Ombud are based on merit, competence, and business need. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, ancestry, national origin, genetic information, disability, marital status, military service, or any other status protected under federal, state, or local law. We are committed to building a diverse team and fostering an inclusive and entrepreneurial work environment.