Customer Marketing Manager

Marketing
January 13, 2024

Job Description


Job title: Customer Marketing Manager

Company: Apptio

Job description: Job Description:

Overview

About Apptio

Apptio, an IBM company, is the leading technology spend and value management software provider. Its AI-powered data insights empower leaders to make smarter financial and operational decisions. A pioneer and category leader in Technology Business Management (TBM) and FinOps, Apptio works with thousands of customers, partners, and community members worldwide. Visit .

You: As an experienced Customer Marketing Manager, your primary objective is to provide the best customer experience possible, while turning customers into advocates. In doing this, you’ll build and manage global customer marketing programs to increase renewals, referrals, and cross-sell and upsell opportunities. You’re both a data-driven and creative thinker, who has a maniacal focus on the delivering customer value. You also have:

  • Passion for serving and understanding customers.
  • Interpersonal skills to help them nurture customer relationships and work with cross-functional teams.
  • Strategic thinking capabilities that can see beyond the day-to-day grind to help reach marketing and sales goals, create a stronger brand, and improve the customer experience.

You’ve got a knack for balancing being highly detailed, while navigating a fast-paced environment. You thrive in an environment that deeply values collaboration, feedback, and learning. You are highly experienced with customer marketing frameworks and hold best-practices in execution and adoption.

Us: This position will work within the Customer Marketing team. We are highly collaborative, team-oriented, and a results focused group. This team drives an end-to-end approach to delivering consistent pipeline across the customer journey for Apptio: including planning, execution, reporting and continual optimization and improvement. The position is hybrid, based in London and reports into the Sr. Director of Customer Marketing
Responsibilities

What we want you to do:

Build, Grow & Scale

  • Plan and execute with key sales & marketing leaders globally to implement customer references programs and strategies to increase renewals, referrals, and cross-sell and upsell opportunities.
  • Develop and enable universal process ensuring best-practice implementation and adoption.
  • Standardize metrics for program impact reporting; utilizing data to drive insights for dynamic planning and aiding in quarterly plan reviews and updates as needed.
  • Articulate value delivered through influence of reduced churn, increased renewals, customer satisfaction and cross-sell/upsell revenue.

Execution

  • Lead and manage customer engagement and communication programs, such as in-person/virtual events, workshops, annual conferences, awards programs, onboarding and ongoing nurture campaigns
  • Connecting with customers to ensure continued education and success throughout the relationship lifecycle
  • Identifying key customers that can act as a marketing channel through case studies, speaking opportunities, etc.
  • Help marketing and sales meet business objectives through customer advocacy initiatives
  • Some tactics include:
  • Compose and send customer emails.
  • Manage and maintain engagement and advocacy programs; continually recruit new customer advocates.
  • Manage a library of up-to-date customer success stories.
  • Manage annual/biannual/quarterly customer satisfaction surveys to drive change throughout the organization.
  • Develop a customer lifecycle campaign program and work with marketing operations to implement.
  • Create special marketing content for account management/customer success to help at-risk customers with training.
  • Target happy customers for upsell, cross-sell, and advocacy opportunities

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Qualifications

  • 3-5+ years of customer marketing experience including technology/SaaS sector experience, enterprise B2B, leading strategic planning, creative development and customer marketing programs
  • 1+ years ABM and/or install base marketing
  • Strong influencing ability and executive presence
  • Excellent communications and organizational skills
  • Proven ability to work and thrive in a fast-paced environment
  • Comfortable managing multiple demands and meeting tight deadlines
  • Experience working at a growing company

Additional Information

Apptio as their business system of record for hybrid IT. For more information, please visit .

Apptio Inc. is not open to 3rd party solicitation or resumes for our posted FTE positions. Resumes received from 3rd party agencies that are unsolicited will be considered complimentary.

Apptio, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Apptio, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

#LI-Hybrid

Apptio is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organization. Apptio will be the hiring entity. By proceeding with this application, you understand that Apptio will share your personal information with IBM and other IBM subsidiaries involved in your recruitment process, wherever these are located. For more Information on how IBM protects your personal information, including the safeguards in case of cross-border data transfer, are available here:

Expected salary:

Location: London

Job date: Thu, 11 Jan 2024 01:39:37 GMT

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