Sr. Customer Engagement Marketing Manager (US)

Position Summary

This program leader will evolve our customer engagement marketing strategic plan. They will empower our customers with a relevant and valuable digital experience as they interact with our customer online communities, user groups, nurture programs, and leverage positive customer experiences to influence buyer decisions. This role will support all market segments, navigating and influencing stakeholders to institute advocacy and engagement best practices.

Key Responsibilities

• Develop strategic planning and execute programs to support customer engagement initiatives. This includes strategically focusing on nurture programs and instituting best practices for engagement in online community, as well as internal promoter for customer engagement and advocacy within our organization.

• Collaborate with Web Developer(s) to be accountable for the software and other technical aspects of the platform(s) used (maintenance, upgrades, implementing new features, etc.).

• Build a roadmap for technology requirements to support development, including integrations with customer relationship tools.

• Work closely and align with other teams such as Brand and Demand to drive engagement strategy to support sales and marketing goals, and to not only use our customer channels to amplify adoption, brand and demand campaigns but to leverage voice of customers to help foster more champions who seed adoption efforts upholding PointClickCare’s customer-centric focus ensuring that advocacy of product value is part of every marketing campaign.

• Drive continuous awareness, and affinity, through effective and innovative marketing programs via appropriate channels (email, online communities, in-app in our product, social, etc.).

• Drive active community participation among eligible customers and influencers upholding standards for community interaction and mapping customer journey, including content, tone governance, moderating conversations, commenting on discussions at appropriate thresholds, and promoting/ enforcing rules of engagement with internal cross-functional members (i.e., product leaders, regulatory leaders, customer success and support, etc.).

• Innovate and implement ideas to grow all market segments online communities' userbase of customer champions and influencers, drive engagement, and expand reach.

• Cross-functionally collaborate with customer-facing teams, cultivating relationships with SMEs to curate content, resources and evolve editorial calendar that supports the growth and adoption of our products and services, helping customers realize the true value and full potential of PointClickCare.

• Gather, interpret, analyze program data and provide insights/make recommendations/find solutions to ensure program outcomes show value and reduce churn.

• Leverage data and insights to manage performance and other KPIs - continuously optimizing and improving program performance.

• Contribute to measurement and reporting using applicable technology, tools and processes to ensure delivering measurable business results.

• Share customer response data, measurable results, and actionable insights to assist demonstrating value and impact with: Insights & Intelligence team to help build one voice of the customer program, Provide customer feedback to the upstream portfolio teams, product, etc.

Required Skills & Experience

• 6 + years of relevant B2B marketing experience in SaaS/Healthcare, a strong marketing manager who has proven success in Online Community administration, user group management/moderator experience with proven customer-centric focus.

• Strong strategic problem solver with the ability to bring thought leadership and guidance for cross-functional teams.

• Ability to prioritize while maintaining urgency, thoughtfulness, and keeping an eye on the KPIs and success metrics for customers and our business.

• Strategic thinking skills, relationship-building abilities, flexibility, exceptional communication (written and verbal), and a highly collaborative spirit.

Preferred Experience

• Ability to work hybrid from our offices in Toronto or SLC

• Growth mindset

• Leadership/coaching skills (no formal direct reports) to provide guidance to existing team to integrate engagement best practices and apply knowledge/skills into practice.

• Experience evolving programs to deliver measurable business results.

• Experience translating insights and data into consumer value and marketing strategy.

• Deep appreciation of customer and product lifecycle methodology.

• Understanding of PCC solution offerings, key industries and market segments.