Head of/Director Customer Marketing - Talon.One
Boston, MA
About the Job
ABOUT THE ROLE:
The Head of Customer Marketing at Talon.One will spearhead a new sub-function focused on retaining and growing our customer base. This role is responsible for leading the marketing strategy across product adoption, upsell opportunities, customer communication, and advocacy programs. The Head of Customer Marketing will also collaborate closely with the events team to ensure our flagship customer event, INCENTIVIZE, meets our advocacy goals and scales to new markets. This position is critical in driving customer engagement and loyalty, contributing to the overall success and growth of our business.
ONCE YOU ARE HERE YOU WILL:
- Strategy Development: Develop and execute strategies to increase customer retention and engagement. Collaborate closely with the Customer Success team to ensure alignment with post-sale revenue goals
- Integrated Marketing Campaigns: Work with the wider marketing team to create integrated campaigns that highlight Talon.One's customer success stories. Ensure these stories are featured in events, social media, brand campaigns, analyst relations, and press releases
- Case Studies and Success Stories: Establish a robust program to showcase customer experiences through case studies and success stories
- Product Marketing Collaboration: Partner with Product Marketing to create resources that help customers maximize the value of Talon.One and increase product adoption
- Customer Insights: Act as a liaison between customers and the product team, relaying customer insights and suggestions
- Customer Events & Advocacy: Build and manage a world-class customer event and advocacy programs in partnership with the wider marketing team, including:
- Hire and manage global event marketing manager
- Develop an online and offline customer community
- Evolve and manage the Customer Advisory Board (CAB)
- Oversee the customer event strategy, including our flagship event, INCENTIVIZE, to ensure global growth and customer satisfaction
- Coordinate customer speakers for events
- Create and manage customer loyalty programs, reference programs, and foster a sense of community among customers
- Metrics Tracking: Track and report on key customer marketing metrics, such as customer satisfaction, Net Promoter Score (NPS), upsell/renewal targets, and customer lifetime value (CLV)
WHAT WE NEED YOU TO BRING TO THE TABLE:
- Experience with Advocacy Programs: Proven success scaling advocacy programs with CxOs
- Analytical and Storytelling Skills: Ability to be both analytical and a powerful storyteller and communicator
- Energy and Flexibility: Drive to create real and measurable business results
- Integrated Marketing and Demand Generation: Experience in executing ROI-driven marketing and post-sale demand generation programs
- Go-to-Market Ready: Demonstrated ability to work with Customer Success and Marketing teams to bring new products to market, drive expansion, and learn from customers
- Strong Collaboration: Track record of working effectively with Product, Marketing, Success, and Sales teams
- Excellent Communication: Ability to concisely articulate a vision that resonates with internal stakeholders like sales and success and inspires customers
- Comfort with Ambiguity: Comfortable starting from the early days of the customer marketing and advocacy and a desire to establish new processes to scale team
- Learning budget and LinkedIn Learning
- Flexible PTO
- 401(k)
- Remote-work abroad up to 90 days
- Mental health support with Nilo.health
WHY YOU SHOULD WORK FOR US:
- The right attitude: modern methods and a diverse, creative workspace with an open and international culture
- Everyone for the product: Together we create a flexible, highly scalable product with state-of-the-art technologies. We can only succeed if everyone works as a team
- Healthy Growth: Growing our company means growing everyone in the team. We love to share knowledge and learn
- A great environment: Flexible and family-friendly environment, bright and easily accessible offices, modern software and hardware
- High flexibility degree: Prefer to work early or late at night? Do you have to pick up your children from kindergarten? Do you prefer working abroad? We believe in results and motivated employees
Do you want this job?
We'd love to hear from you! Apply directly via the form below.
Talon.One is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. We do not make employment decisions on the basis of race, color, religious belief, ethnic origin, nationality, sex, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by company policy. As an employer we strive for a healthy and safe workplace and strictly prohibit harassment of any kind.
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