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Director, Customer Marketing

Company: SurveyMonkey
Location: Seattle
Posted on: May 6, 2021

Job Description:

Who We Are And What We DoSurveyMonkey (Nasdaq: SVMK), is a leader in agile software solutions for customer experience, market research, and survey feedback. Our platform empowers more than 20 million active users to analyze and act on feedback from employees, customers, website and app users, and market research respondents. SurveyMonkey's products, enterprise solutions, and integrations enable more than 345,000 organizations to deliver better customer experiences, increase employee retention , and unlock growth and innovation. Ultimately, SurveyMonkey's vision is to raise the bar for human experiences by amplifying individual voices.What We're Looking ForAre you passionate about Customer Marketing? Are you a "builder"? If so, we have an exciting role for you! As SurveyMonkey continues to move upmarket, our base of enterprise customers is growing at an impressive rate. And we're delivering a great deal of value to these customers. We need to get these stories out there, to elevate our brand and the brands of our customers.In addition to growing our customer base, we're also growing our product portfolio, with rich offerings across Surveys, Market Research and Customer Experience. As we continue to enhance these offerings, and further expand our portfolio of products, there will be an increasing number of opportunities to deliver more value to customers. Therefore, part of the mission of our Customer Marketing team will be to develop and execute on a strategy to drive upsell and cross-sell within our customer base.Reporting to the VP of Product Marketing, you will roll up your sleeves, tell great stories, collaborate across other business functions, develop relationships with customers, and inspire team members.You will* Define, build and grow the customer marketing function at SurveyMonkey* Develop meaningful relationships with key customer advocates to support SurveyMonkey's growth plans across our product pillars* Establish a customer journey map and determine ideal communications programs that deepen engagement and loyalty* In collaboration with partners from Customer Success, Customer Experience, Sales and Product Marketing, build a programmatic approach to driving expansion through upsell and cross-sell* In partnership with product marketing and other teams, develop and evolve a customer story engine that delivers high value customer stories in the right mix of media* Partner with sales and customer success teams to design advocate nurture programs* In partnership with sales and customer success, build and deploy key communication, adoption, retention, and growth campaigns to support the customer journey* Partner with marketing, strategy and product leaders on customer events, including Advisory Boards, user groups, and webinars* Define and jointly develop a process to track and analyze ROI for customer engagement and advocacy efforts* Manage and grow the customer reference repository to enable efficient outreach for references & success stories* Hire, lead, inspire and grow the skills of a team of customer marketersYou have* 8+ years experience in a customer marketing or customer advocacy role in the enterprise SaaS space* Strong interpersonal and relationship-building skills* Experience supporting large sales and customer success teams* People manager with experience hiring, leading and nurturing talent* Experience with digital marketing strategies and tactics* Excellent communication skills, including presentation skillsWhat We Offer Our EmployeesSurveyMonkey is a place where the curious come to grow. By advocating inclusion into our processes, policies, and culture for our 1,000+ employees across North America, Europe, and APAC, we're building a workplace where people of every background can excel. We've won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards, and Take 4 sabbaticals.SurveyMonkey was recognized by Great Place to Work-- and FORTUNE as a top workplace in 2018 and 2019, and we have also won numerous awards as a leader in global survey software, including being named among CNBC's Disruptor 50 and the Forbes Cloud 100.Our commitment to an inclusive workplaceSurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Accommodations are available for applicants with disabilities.Learn more about our diversity, equity, and inclusion efforts here.

Keywords: SurveyMonkey, Seattle , Director, Customer Marketing, Executive , Seattle, Washington

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