Customer Marketing Programs Manager

  • Quebec, Canada
  • Marketing
  • Full-time
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Be front and center of our customer-led growth strategy

Coveo is a customer-first company, and we are committed to continuously improve our customer experience. We’re looking for a customer marketing manager to build a compelling, engaging and scalable customer marketing program. 

With our customers at the center of your every day, you will help them learn more and do more with Coveo.  You will play a central role in improving the customer journey to drive adoption, retention, and lifetime value.  

You’ll leverage modern customer marketing tactics and will design programs to ensure that our customers learn from best practices, product innovations and from each other.  You will leverage a segmentation strategy and create always on and situation-based marketing programs to increase customer adoption, retention and growth.  And, you’ll get to work with people across Coveo in your mission driving growth from our customer base. 

Top priorities for the role include:

  • Enhance our customer marketing strategy and build a plan to achieve adoption, retention and customer expansion goals (upsell, cross-sell), in strong collaboration with Coveo product marketing, customer success and account executive teams.    
  • Make informed decisions about campaign plans and targeting, based on customer, usage and prior campaign data. Measure the success of our customer marketing programs and optimize our approach based on results. 
  • Lead and manage the execution of our customer marketing programs which may include: in-person/virtual events, workshops, awards, onboarding, nurture campaigns, customer-focused content, and more.  You may also build account-specific marketing programs for strategic customers in partnership with our customer success and sales teams.
  • Partner with colleagues across the organization to deliver customer-focused programs. For instance, collaborate with the content team to build out a highly engaging message; collaborate with our creative and web teams to bring assets to life; and partner with the product marketing team to ensure our messaging is compelling, differentiated and helps customers learn about new product innovations and capabilities.
  • Also partner with colleagues who lead related activities that touch our customers, including customer advisory board programs, voice of the customer surveys, and reference and advocacy activities.
  • Being in charge and measuring customer marketing initiatives. Some key metrics to measure success will be NRR, Pipeline Growth and Advocacy. 

You are an A-star candidate if you have:

  • Both a strategist and a doer attitude - we are looking for someone who loves to conceptualize and build!
  • 5-7 years working in a fast-paced growth company, ideally in a customer growth, customer marketing or lifecycle marketing role 
  • Experience working in SaaS or other subscription business model 
  • Natural storytelling skills with excellent writing ability
  • A bachelor's degree in a related field. 
  • Experience using the tools of the customer marketing trade, including Salesforce CRM, Zoom Webinars, Marketo and Unbounce and an ability to learn new platforms and technologies quickly (such as 6sense) 
  • A track record of meeting/exceeding marketing goals
  • Analytical and growth mindset to learn through experimentation and based on data 
  • A demonstrated ability to lead, influence and work as part of a cross-functional team
  • Experience coordinating projects within a project management tool such as Asana 

We have a fit? Send us your resume, a cover letter telling us about you and the marketing program you are most proud of, and convince us why you are a must-have rather than nice-to-have on our team.

Join the #CoveoLife!

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!

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