Customer Experience Director

2 days ago

London, Greater London, United Kingdom Accruent Full time
About the Role

We are seeking a highly skilled Customer Experience Director to join our Marketing team at Accruent. As a key member of our team, you will play a critical role in developing and implementing marketing strategies that improve customer satisfaction and retention while maximizing renewal revenue and reducing churn.

The ideal candidate will have a minimum of 5 years experience creating and executing customer marketing programs for B2B organizations, preferably with a focus on SaaS or other software. You will be responsible for leading the development of Accruent's customer marketing strategy, executing marketing activities and communications to support customer marketing strategy, and coordinating with cross-functional teams to promote professional services and training offerings to customers.

You will also be responsible for creating customer communications targeted at satisfied customers to drive 3rd party reviews of our products, developing and delivering customer newsletters, and documenting and continuously improving internal processes for customer marketing and communications.

Key Responsibilities
  • Lead the development of Accruent's customer marketing strategy to improve customer satisfaction and retention while maximizing renewal revenue and reducing churn
  • Execute marketing activities and communications to support customer marketing strategy, including crafting emails, talking points, and call scripts, hosting webinars, creating videos, developing slide presentations, etc.
  • Coordinate with Product Management and Product Marketing to develop communications and execute marketing activities that convey the value of recent and upcoming product enhancements
  • Lead the communication and promotion of our annual user conference to customers, including driving registration and on-site engagement
  • Create customer communications targeted at satisfied customers to drive 3rd party reviews of our products
  • Develop, document, and continuously improve internal processes for customer marketing and communications
Requirements
  • Minimum of 5 years experience creating and executing customer marketing programs for B2B organizations, preferably with a focus on SaaS or other software
  • Bachelor's degree (Marketing, Business, or Communications preferred)
  • A customer-first approach to communications and activities
  • A proactive, self-starter attitude, with a sense of urgency to achieve results
  • A proven track record of prioritizing high-impact activities and keeping projects moving forward in coordination with cross-functional teams
  • Ability to work independently and as part of a team to cultivate and continuously improve our communications with customers
  • Ability to handle a fast-paced, ever-changing work environment while maintaining high quality standards
Location

This is a remote/work-from-home opportunity.

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