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Marketing Program Manager (Customer Success)

Employer
ICW Group
Location
San Diego, California
Salary
Not Specified
Closing date
Apr 22, 2019

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Job Details

ICW Group is looking for a highly effective marketing analyst and go to market specialist (Customer Success) with superb written and verbal communication skills to drive adoption of enterprise products and services. The CSPM will develop, guide and implement comprehensive marketing plans: value proposition development and quantification including high-reaching positioning, messaging, end-user & channel marketing and MarCom strategies to achieve sales and profit objectives.

As a member of the Customer Experience team, you will play a pivotal role in surfacing valuable insights, building return of investment models, and analyzing data sets to optimize marketing effectiveness. You'll be responsible for marketing strategy and goals across products and program performance through multiple marketing channels. You'll work to continuously find ways to innovate and improve scale, reach, quality and impact of our campaigns.

You will drive alignment between the Sales, Marketing, Customer Service and Customer Technology departments to demonstrate ICW expertise and to deliver premier customer experience. You will support the overall effectiveness of the team. You will build, run and direct the internal and external training content, teaming up with product owners, to drive product adoption based on the audiences or users requirements.

We are seeking a great cultural fit a problem solver by nature, always seeking to understand and go the extra layer, analytical/data driven, comfortable with change, ambiguity, and always looking to improve things for your team and the company as a whole.

Training, Change and Project management:

  • Develop and execute change management plans
  • Deliver end user orientation and training to support organizational adoption goals and internal training: selling benefits to internal teams, customized "WIIFM" communications and content development training.
  • Educate team members on new functionality and scheduled features
  • Define, create and coordinate Knowledge Management processes across the organization based on 'best-in-class' practices
  • Responsible for handling team wide daily activities, which include development, implementation and maintenance of metrics and management of workload
  • Lead daily efforts to build our share of voice and product awareness

Strategic Marketing Planning and Effectiveness

  • Shape growth marketing communications across different channels
  • Establish and execute consistent and professional processes for core marketing tasks such as pre-launch framework and launch blueprint.
  • Develops and recommends product positioning, packaging, and pricing strategy to produce the highest possible long-term market share.
  • Coordinate and ensure joint marketing messaging and objectives for campaigns that produce leads and referrals.
  • Leads communications that include meaningful engagement for the business and includes quarterly business reviews, newsworthy events and critical issues.
  • Develop a keen understanding of customers business needs and challenges
  • Focus groups working closely with Marketing Automation Manager to support feedback
  • Lead adoption of solutions within client organization and create return on investment scorecards for benefits delivered.
  • Achieves objectives by contributing metrics and recommendations to strategic plans and reviews, preparing and completing action plans, implementing productivity, quality, and customer success audits, identifying customer success trends.
  • Utilize data to maintain a pattern of improvement in marketing campaigns: heat mapping, CTR, Pardot analytics, A/B testing, evaluation of user trends, etc.
  • Own effective communication scorecards, dashboards, highlights, events, updates, etc. that drives your agenda to partners and influencers.
  • Use the appropriate learning strategies to roll-out experiences that deliver improved business outcomes
  • Develop Sales enablement materials including product promotion and demonstration videos

Competitive and Industry Analysis

We are looking for someone that will Monitor competitive activity and share with core CX and WCU teams, Track competitors activities, and curates and manages competitive intelligence in partnership with other members of the product marketing and product management team.

Experience

We need a Dedicated communicator that has the ability to multi-task and handle matters with no supervision and with excellent follow up, provide great attention to detail with strong project management and organizational skills. And have demonstrable experience designing and implementing successful marketing campaigns

Education/Skills

  • BS degree in marketing, communications or relevant field. MBA a plus.
  • 5 - 7 years in product marketing
  • 2+ years working customer feedback management, customer experience (Optional)
  • Familiarity with SPSS, MiniTab or advanced Excel knowledge
  • Solid knowledge of SEO, PPC, web analytics, marketing programs, and content marketing
  • Experience with CRM software and digital marketing tools and techniques

Are you passionate about teamwork?

Do you enjoy leading data driven projects to completion?

Are you A self-starter who takes the lead to resolve issues?

We Want to talk to you!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Company

 

ICW Header

 

Headquartered in San Diego, ICW Group is a multi-line insurer that provides coverage solutions to businesses through a network of independent agents and brokers. ICW Group offers three types of insurance—workers' compensation, earthquake and auto insurance. Known for meeting the needs of its policyholders, ICW Group prides itself on providing service that is truly customer-centric. In recent years, ICW Group has earned a reputation for helping policyholders achieve fewer and less costly claims. The company accomplishes this through extensive risk management expertise, highly proactive claims handling, and aggressive fraud monitoring.

At ICW Group, our focus and passion is offering great insurance products, services and experiences. We honor our commitments to our customers, our communities and each other to ensure that you have a better today and a safer tomorrow. With our home office in sunny San Diego, CA and with 10 branches across the U.S., ICW Group has over 40 years of experience in property and casualty insurance. Our passionate and creative team members are the power behind our successful business. 

A strategic investment in innovation today is critical to our success in the future. Our leaders welcome people who are eager to bring the power of innovation, the willingness to try something different or adopt a new approach or technology as we evolve to meet the needs of our customers and agents. Our culture fosters experimentation in models, processes, and products in an effort to move forward and help shape not only ICW Group’s future but the insurance marketplace as a whole. 

ICW Group is committed to the satisfaction of our customers and recognizes that satisfied, contributing Team Members are the foundation of a superior customer experience. With a team of 880, our enterprise is sized just right to provide broad challenging job responsibilities in a more personal environment. An important part of this personal approach to your success is our commitment to health and wellness. We provide a comprehensive program to help you maintain your total health because we believe that being at your personal and professional best is important to you and your family. 

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