Customer and Community Marketing Manager

The Mom Project is excited to partner with out client who believes software is the highest leverage way to improve humanity, so we're building a platform to help software teams ship that software faster and more safely. They empower developers through continuous delivery to get their code to production with safety and velocity. They have an opportunity to capture a new and rapidly growing market of companies deploying services to the cloud. 

They are looking to grow their Marketing team which is responsible for the public and customer facing aspects of the company including developer advocacy, technical content creation, and the brand. If you are passionate about working with customers, the community, and others to tell their stories and make them successful, this might be the job for you.

In this role, you will work closely with our customers, partners, and others — both inside and outside of the company — to identify, manage, and deliver on opportunities to drive our shared successes. By getting to know the successes, experiences and challenges, you can bring the voice to the team and to the wider community. You will make them the focus, driving increased loyalty, advocates, and retention.

Your efforts will nurture the growing community, and extend the reach of content that is relevant for our customers - current and future. Working to align with internal opportunities, like product betas or launches, events or speaking options, or other marketing initiatives; you will identify the role(s) that our customers, partners and communities you are engaged with should play and connect them to those opportunities.

As a small team, you will also play a key role in working with the rest of the team to ensure that what we do on social, in PR, in demand gen, in Developer Advocacy, and other functions are all aligned with these programs.

KEY RESPONSIBILITIES:

• Define, develop, and execute a program strategy, setting the foundation for this advocacy program with the goal of maintaining engagement and continual growth


• Create and drive a customer advocacy board


• Optimize internal processes to ensure the smooth flow of information and contact points for customers and partners.


• Build and grow their contributions and their voices.


• Work to identify and recruit customers to participate in things like beta programs, press releases, or other activities. Drive to ensure that we have strategic coverage across key segments, product features, and geographies represented.


• Define success measures and track and measure those results, continuing to optimize over time.


• Work closely with team members to determine appropriate content channels and opportunities.


• Work to inspire internal teams to motivate them to share their voices externally, as well as cross-promote content.


• Build up a strong set of internal advocates to help expand the voice and reach.


• Create and write (or edit) content for case studies, articles, marketing materials, or other purposes to ensure accuracy and quality.


• Build out and/or participate in community programs.


• Ideally, utilize social listening or other tools to generate insights, flag comments - summarize and share relevant insights and conversations while identifying action plans and opportunities.


• Create a repository of assets that can be used with clear guidelines as to how, e.g., what logos can be used in presentations, what quotes can be used, where are the case studies, articles or other materials that can be referenced.

Key Competencies:

• Customer-centric, strategic thinker


• Strong writing and copywriting skills -- a sense of humor and knowing how to engage and communicate with customers is key


• Ability to understand technical products and markets


• Strong communication skills with a proven ability to represent a brand and its voice


• Empathy is key


• Ability to think on your feet 


• Creativity and strong team skills


• Strong organizational skills - multi-tasking is key


• Strong attention to detail


• Data-driven mindset


• Ability to identify and track relevant metrics and trends


• Excellent collaborator