Customer Marketing Manager

Who We Are:

ServiceMax’s mission is to help customers keep the world running with asset-centric field service management software. As the recognized leader in this space, ServiceMax’s mobile apps and cloud-based software provide a complete view of assets to field service teams. By optimizing field service operations, customers across all industries can better manage the complexities of service, support faster growth and run more profitable, outcome-centric businesses.

A career at ServiceMax means unleashing your potential to build, sell, implement and market award-winning products with a #wintogether and #customerobsessed approach. From MRI machines to gym equipment, customers around the globe rely on ServiceMax’s cloud-based software platform to keep these machines – and the world – running, every single day. We pride ourselves in creating a culture that inspires our employees to be the best they can be in an inclusive and judgement-free environment.

Our Commitment:

ServiceMax is committed to providing a place of opportunity and growth for employees of all races, genders, and ages. We strive to build a team that better reflects the communities we live and work in. Join a team that is committed to equal representation in the workplace and fostering a community of education and action against racial, gender and social injustice.  We welcome varying belief systems, philosophies, and lifestyles.

What You Will Do:

The Customer Marketing Manager will be responsible for helping execute the strategic initiatives of the Customer Marketing Program, globally. They will partner with ServiceMax customers to help bring their stories to life, enrolling, engaging, and managing our customers through an online community of like-minded customers, and challenging them to undertake acts of advocacy on behalf of ServiceMax.  All these important initiatives will help drive new business and accelerate sales cycles. This role will also assist in running campaigns into our customer base to support add-on, cross-sell and upsell initiatives. We know that our customers ‘keep the world running’, and we want to help them prove that to their internal stakeholders.

Initiatives include reference recruitment, management of our sales reference program and technology, work to support and nurture customer references. Engaging and managing our customers through our online community. Assist with running campaigns into our customer base to support add-on, cross-sell and upsell initiatives. Creating content including sales enablement assets and trainings, online versions of customer case studies, live events and webinars.  This role partners with key members of our sales, product marketing, creative, and digital marketing teams, to achieve program adoption.

Specific responsibilities include:

CONTENT CREATION

Create compelling customer stories, help them define their success and SHOUT about it

• Web and email: Customer newsletter, customer nurture emails, create and update landing pages (assets, events) customer story pages, blog posts, customer spotlights, Community posts, etc.
• Manage and create a library of customer success stories and resources that highlight transformation, business value and overall ROI, and facilitate their usage company-wide (i.e. case study PDFs, videos, GIFs, infographics, baseball cards, cheat sheets, call scripts, slides, etc.)
• Researching customers, customer interviews, working with sales to get approval, sending out personalized asks, calling, tracking in Reference View technology

COMMUNICATIONS AND ENGAGEMENT

• Support Customer Engagement Programs and virtual events including online design times and collaboration series
• Help execute customer-exclusive user groups, including communication plan, content development, speaker recruitment, on-site execution of event, and follow-up actions
• Manage the ServiceMax Community Kitchen maintenance and tasks
• Support an executive customer survey strategy to generate actionable feedback for our Account Management team and an understanding the health of customers
• Provide creative solutions and ideas sourced directly from our customer base, based on customer community engagement in support of Get to Green, Upgrade, and NPS Score goals

SALES REFERENCES

Manage all sales reference and site visit requests to support new business.

• Collaborate with AM team to recruit customers to participate in reference program and related initiatives
• Tracking asks in Reference View, reviewing requests, researching customers, communicating with account managers, sending out asks
• Build rapport with reference customers, engaging with them regularly to create reference relationships used for marketing and sales

Qualifications:

• 4-year college degree required
• Minimum 3-5 years of work experience required
• Has experience working within a customer reference program, or related experience in B2B environment.
• Strong organization and storytelling skills 

What ServiceMax Offers You:

• Highly competitive wellness benefits including Medical, Dental, Vision, Life insurance
• Flexible Spending Benefits
• Flexible Time Off
• 401(k) Retirement Savings Program
• Commuter Benefits
• Professional development and training opportunities

For more information, visit www.servicemax.com or visit us on LinkedIn, Instagram or Twitter.

Our Hiring Process In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification.

We do not accept unsolicited headhunter and agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with ServiceMax.

ServiceMax is an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.