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Senior Customer Success Marketer

5 months ago

Johannesburg, Gauteng, Saudi Arabia DocFox Full time

Job Purpose

We are looking for a self starter Marketer that will be responsible for marketing campaigns and strategies that will increase customer satisfaction and retention. The individual will support the operations of the marketing and customer success teams and will be responsible for tracking key customer and channel metrics as well as sharing insights and recommendations on their findings.

Responsibilities:

  • Coordinate referral, loyalty and retention programs designed to win back, reward, and retain customers
  • Use various channels to create a customer lifecycle strategy to support customers from the day they purchase
  • Support the customer success teams onboarding, support and account management with executing initiatives and campaigns
  • Assist account management team with campaigns that up-sell
  • Provide regular reporting and analysis on campaign performance with clear direction to the team on what to try differently to drive increased performance
  • Facilitate customer discovery sessions to get an understanding of what customers love about our product and services
  • Create case studies and testimonies
  • Coordinate monthly newsletters
  • Coordinate product and feature announcements
  • Identify areas of customer improvement
  • Evaluate the customer service experience
  • Assist with setting up webinars and training sessions
  • Work with teams to distribute surveys and questionnaires to determine customer satisfaction
  • Developing a deep understanding of our customers and use insights for content creation
  • Setting up automations to facilitate the customer onboarding and renewal process
  • Facilitate the creation of a customer success portal
  • Coordinate year end gifts and swag for customers
  • Oversee the strategy for the customer Knowledge base

Requirements:

  • Minimum 7 years of marketing experience.
  • Minimum 5 years experience in B2B SaaS.
  • At least a 3 year degree in marketing, business or relevant field.
  • Highly skilled in marketing automation – Hubspot preferrable.
  • Highly skilled in email marketing.
  • Expert in marketing principles and the activities that support these.
  • Good knowledge of market research techniques & successful implementation of findings.
  • Solid experience in end-to-end campaign creation.
  • Experience in copywriting is preferable.

Key Characteristics:

  • Being comfortable with uncertainty and curious to figure out solutions and paths forward without complete information and data
  • Resilience and tenacity to get the job done even in tough times
  • Be a patient teacher
  • Be eager to learn and grow
  • Appreciate both sharing and receiving empathetic but open feedback and seek mentorship to continually improve.
  • Able to develop ideas and processes and clearly express them.
  • High degree of independent judgement.
  • Able to solve complex problems.
  • Ability to take initiative and take full responsibility for aspects of a project.
  • Ability to turn projects around with tight timeframes and deadlines.
  • You should be personable and enjoy engaging and connecting with others.
  • You should be ready to get your hands dirty - we are a small team moving quickly.
  • Attention to detail and eagerness for constant improvement.
  • Curiosity to figure out solutions and paths forward independently.
  • Display a high degree of creativity and problem solving ability.
  • Excellent interpersonal skills & ability to work across a range of teams.