Lead Customer Success Manager acting as a strategic partner for financial institutions in Australia. Driving engagement strategies to unlock value from data and tools across client organizations.
About the role
- Program leader evolving customer engagement marketing strategy at PointClickCare, a health tech company. Empowering customers through valuable digital experiences and community engagement initiatives.
Responsibilities
- Develop strategic planning and execute programs to support customer engagement initiatives.
- 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 relationships, align with and influence stakeholders.
- Working closely and aligning with other teams such as Brand and Demand to drive engagement strategy to support sales and marketing goals.
- Provide regular direction, working alongside Enablement, for campaign activation pull through.
- Drive active community participation among eligible customers and influencers upholding standards for community interaction and mapping customer journey.
- Innovate and implement ideas to grow all market segment online communities' userbase of customer champions and influencers.
- Gather, interpret, analyze program data and provide insights/making recommendations/ finding solutions to ensure program outcomes show value and reduce churn.
Requirements
- 5+ years of relevant B2B marketing experience in SaaS/Healthcare, a strong marketing manager who has proven success in Online Community and Customer Advocacy Program Management 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
- This role requires strategic thinking skills, relationship-building abilities, flexibility, exceptional communication (written and verbal), and a highly collaborative spirit
Benefits
- Benefits starting from Day 1!
- Retirement Plan Matching
- Flexible Paid Time Off
- Wellness Support Programs and Resources
- Parental & Caregiver Leaves
- Fertility & Adoption Support
- Continuous Development Support Program
- Employee Assistance Program
- Allyship and Inclusion Communities
- Employee Recognition … and more!
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