This is a one year contract position covering for maternity leave. The Manager, Customer Success Marketing’s primary function is to ensure the adoption and success of VBrochure based customers. The Manager, Customer Success Marketing will manage customer communications and a department of Customer Success Marketing Representatives (CSMRs) that serve as the primary contact for customers and positively impact customer adoption and renewal.
About the Company:
VFM Leonardo is a technology and online media company for the hospitality industry. We provide e-marketers at brands, management companies and hotel properties with technology, sales conversion tools and a global travel network that allows them to better visually merchandise their hotels to millions of consumers each month.
Primary Duties and Responsibilities:
- Manage, motivate and train a team of CSRs to act as customer evangelists with a deep understanding of VBrochure, VScape and their value propositions
- Manage, motivate and train a team of CSRs to manage customer relationship post purchase. Acting as a triage point for all VBrochure based customers.
- Develops strategic plan for achieving VBrochure and VScape adoption and business results
- Develop and manage customer marketing program including merchandising heroes, web portal, email marketing programs
- Actively identifies opportunities to expand usage of VBrochure
- Work collaboratively with various internal teams to identify and implement new marketing programs based on development & approval of ROI based business justification
- Works closely with customer groups to ensure high levels of satisfaction
- Works closely with sales and Customer Acquisition marketing team to coordinate activities, provide input into incremental upsell opportunities, and develop marketing plan
- Maintains communication with VFML functional groups which can impact customer’s success and / or resolve customer’s issues
- Responsible for securing renewals
- Performance Metrics Include
- Customer Satisfaction
- Renewal Rate
- Expansion of existing customer business