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| Job Category : | Digital marketing |
| Company Name: | UpKeep |
| Position Name: | Customer Advocacy Marketing Manager |
| Location : | Remote |
| Job Description : | UpKeep is the leading cloud-based Asset Operations Management software developed to revolutionize the way teams manage facilities and maintenance work. We provide mobile-first SaaS solutions, Industrial IoT sensors, data analytics tools, advanced enterprise integrations, and top-notch professional services. Our innovative technology is modernizing workflows and maximizing operational efficiency for over 3,000 customers including Shell, Yamaha, Unilever, McDonalds, Subway, Pepsi, and Marriott!We’re a Series B tech startup with 150+ team members across the US. We’ve been recognized as a* “Best Place to Work”* multiple years in a row by fostering an inclusive and mission-driven culture. In addition to stock options and great benefits, our people have the flexibility to work remote. UpKeep is ranked the #1 Facility Management software on Gartner, #1 Maintenance Management software on G2 Crowd, FrontRunners on Software Advice, and CMMS Leader on IDC MarketScape.We are only accepting applications from candidates living in the following States: California, Washington, Oregon, Arizona, New Mexico, Colorado, Nevada, Utah, Idaho, Texas, Illinois, Minnesota, North Carolina, South Carolina, Maryland, Rhode Island, Florida, & HawaiiLead a wide range of customer advocacy and engagement initiatives with our existing customer base. Build processes to support regular customer outreach, nurture relationships and encourage participation in UpKeep programs. Partner with sales, marketing, customer success, and product teams to maintain a complete view of customer relationships, including health, readiness to engage and active requests. Manage customer storytelling and reference materials requests, and development to support marketing and sales activities including PR, blogs, social media and events. Maintain regular reporting to measure the success and impact of customer advocacy programs.This role requires a strategic thinker who is proactive and innovative in approaching customers, capturing customer stories, with a passion for building relationships with customers, working with them to bring their innovative and inspirational stories to market, and engaging with them in programs that drive mutual success. The ultimate goal of the program will be to create a steady stream of reference-able customers.ESSENTIAL FUNCTIONS AND RESPONSIBILITIESAct as a liaison between internal teams to effectively communicate and ensure understanding of customer voice and use cases highlighted during advocacy activitiesIdentify key customers that can act as a marketing channel through case studies, speaking opportunities, etc.Lead the recruitment of new customer advocatesProject manage customer reference platforms and processes associated with securing customer reviews & references through third-party sources (e.g., UpKeep Customer Community, Totango, Gartner Peer Insights)Run our case study process by coordinating and conducting customer interviews for video, web, and printManage customer success story library by updating stories and sales slides as neededManage and coordinate customer engagement and communication programs, such as customer focused virtual events, customer newsletters and product newsletters.Compose communication for product launches and prepare schedule for various campaignsCollect and report product feedback from our customer advocates with the product management teamHost company customer focused workshops and presentations that excite and delight UpKeep teamBuild a strong presence of customers in our online communityComplete customer profiles and ensure customer advocacy data is current and accurate within reporting tools and systemsReview, manage and fulfill reference requests from salesNurture relationships with customer advocates through communication and engagement in advocacy activitiesCreate and maintain advocacy program materials, including presentations, training documentation and program communicationsCreate and contribute to materials and output related customer events, customer case studies, speaking opportunities, video projects, etcAssist with gathering data and key metrics, as well as reporting related to customer advocacy to be presented to key stakeholders (e.g., executive leadership, analysts, partners, investors)EXPERIENCEBachelor’s degree with emphasis on communications, marketing, and business4+ years of work experience at an B2B SaaS software company2+ years of customer advocacy or customer marketing experience (general sales, marketing, or customer success experience also a bonus)Working in, or with, PR and communicationsKNOWLEDGEStrategic and creative thinker with well-developed problem-solving and analytical skillsStrong project management skillsExcellent written and verbal communication able to write effective and grammatically correct copyTechnical knowledge of latest digital marketing tools and channels, including: Totango, Zoom AsanaFamiliarity with B2B marketing lead generation, and sales processesDemonstrated account management or consulting experienceEffective communicator across multiple stakeholders and seniority levelsAbility to take initiative and seize opportunities in fast-paced environmentsDESIRED BEHAVIORSReceptive to change – is flexible. Seeks and adopts improved approaches and processes.Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.Manages the workload – makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.Takes responsibility for own learning – knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn.Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives.Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work.Display ethical character and competence – acts with integrity and intent, is accountable for own actions, behaves according to the company values.Act as a good citizen of UpKeep.Even if you don’t meet all of the requirements listed here, we still encourage you to apply. Your personal and professional experience may be relevant beyond what a list of requirements will capture.*Employee Benefits: *Full-time team members at UpKeep receive stock options, paid holidays, unlimited vacation/sick time, 401(k), 12-week paid parental leave, affordable health insurance options, FSA, and the flexibility to work from home. We value work-life-harmony and believe that family and mental health should always come first.*Company History & Product: *UpKeep was founded in 2014 by our CEO, Ryan Chan, based on an idea he had while using outdated desktop software as a Process Engineer in a manufacturing plant. He believed a mobile-first solution could significantly improve the productivity of the technicians he was working with. He was determined to build on this vision— so he quit his job, learned to write code, and created the first version of UpKeep from his family’s garage!Today, our cloud-based Software-as-a-Service (SaaS) and cutting edge Industrial IoT sensors solve problems for thousands of businesses around the world. Our Asset Operations Management solutions, coupled with powerful cloud ecosystems, empower maintenance and facilities teams to achieve their digital transformation goals. We are providing meaningful value to an underserved, blue-collar workforce by streamlining workflows, improving collaboration, and making it easy to manage work orders and projects from anywhere, anytime!We’ve raised $50 million in venture capital following a recent Series B funding round led by Insight Partners, Emergence Capital, Mucker, and Y Combinator. We’re also building The Maintenance Community, the largest online forum and Slack group bringing industry professionals together to participate in discussions, webinars, podcasts, and courses.Learn More!www.onupkeep.comwww.onupkeep.com/careersAt UpKeep, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. UpKeep is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation or Veteran status.Job Type: Full-time |
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