Senior Customer Marketing Manager - Operations

July 11

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Logo of Samsara

Samsara

Pioneer of the Connected Operations Cloud

1001 - 5000

💰 Seed Round on 2014-08

Description

• Own and evolve Customer Marketing Systems: Own and design the architecture of the systems that support the various Customer Advocacy & Loyalty programs and their owners in partnership with the Marketing Ops and BizTech teams, ensuring the programs are running as efficiently as possible by embracing automation for scale without sacrificing the customer experience as well as capturing necessary data to understand and report on program performance. This includes but is not limited to our existing tech stack of software (ReferenceEdge, Salesforce) and custom-built solutions (Airtable, Zapier) and how they integrate with other tools. • Scale program processes for global expansion: Mature and standardize the core processes of the Customer Advocacy & Loyalty programs to enable their ability to grow in parallel with the growth of our customer base, including direct-to-customer engagement, and to be replicated with minimal lift by our regional marketing teams, supporting our expansion into frontier markets. Analyze and forecast program demand to meet business goals: Build, maintain, and manage tools that critically evaluate the current state of programs and their ability to fuel top-line business goals 1-3 years from now such as story and advocate gap analyses, advocate scoring for prioritization to fill gaps in GTM/Brand needs, and forecasting the growth milestones required for them to meet demand. • Engage and grow the customer advocate base at scale: Establish a lifecycle-style approach to recruit and engage with advocates beyond one-off reference needs that builds community among advocates and strengthens Samsara's brand both with our advocates and the industry at large; this may include but is not limited to a clear reference program onboarding process, gamification, rewards, and a customer-facing portal. • Measure programs impact and efficacy: Partner with program owners to define KPIs and Marketing Data & Analytics to build dashboards and then analyze the ongoing performance of each program to identify trends and build plans to double down on strength areas or remediate areas of opportunity, or strengths. • Be a Culture Champion: Champion, role model, and embed Samsara's cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Requirements

• 5+ years of experience in operations or program/project management within the marketing field with a focus on customer marketing, advocacy, or loyalty. • Experience with Salesforce, ReferenceEdge, Airtable, and Tableau. • Understanding of how real-world programs and interactions translate into. • Ability to think outside the box to simplify complex processes into clear and repeatable motions. • Outstanding project management and organizational skills with an ability to prioritize amidst many moving pieces. • Analytical chops to measure the effectiveness of the Customer Marketing programs. • Attention to detail and a commitment to exceptional work are part of your personal philosophy. • Experience working in a fast-paced environment; excellent written and verbal communication skills. • Strong interpersonal skills to help work with cross-functional teams and nurture customer relationships. • Bachelor's degree or equivalent experience is required.

Benefits

• Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

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