Sr. Customer Engagement Marketing Manager

About the role

This role focuses on building and executing strategies to enhance customer involvement and advocacy. You will be instrumental in fostering a vibrant online community and championing customer voices across the organization.

Key facts

What you'll do

• Develop and implement customer engagement plans, including nurture programs and best practices for online community interaction.
• Oversee the technical aspects of engagement platforms, including maintenance, upgrades, and feature implementation, and create a technology roadmap.
• Cultivate strong relationships and align with internal stakeholders to drive engagement strategies that support business objectives.
• Collaborate with Brand and Demand teams to amplify campaigns through customer channels and use customer feedback to foster product adoption.
• Guide campaign activation and customer engagement with evidence-based adoption programs, driving awareness and affinity through various channels.
• Foster active participation in online communities, manage content, tone, and discussions, and enforce community guidelines.
• Innovate and grow online communities by increasing user base, engagement, and reach.
• Gather and analyze program data to provide insights, recommendations, and solutions that demonstrate value and reduce customer churn.
• Contribute to measurement and reporting using relevant technology and processes to achieve measurable business results.
• Share customer feedback and program results with teams such as Insights & Intelligence and Product Marketing.
• Communicate the business value of customer engagement and advocacy to various internal audiences.

Requirements

• A minimum of 6 years of experience in B2B marketing within SaaS or Healthcare.
• Proven success in online community administration, user group management, or moderation with a customer-centric approach.
• Strong strategic problem-solving skills and the ability to provide thought leadership to cross-functional teams.
• Ability to prioritize tasks effectively while maintaining a sense of urgency and focus on key performance indicators.
• Demonstrated strategic thinking, relationship-building, flexibility, exceptional communication (written and verbal), and a collaborative spirit.

Nice to have

• Experience working in a hybrid capacity from our Toronto or Salt Lake City offices.
• A growth mindset and leadership or coaching skills to guide team members in engagement best practices.
• Experience evolving programs to deliver measurable business outcomes.
• Ability to translate data and insights into customer value and marketing strategies.
• A thorough understanding of customer and product lifecycle methodologies.
• Familiarity with PointClickCare's solutions, industries, and market segments.

Skills & tools

• Online Community Administration
• User Group Management
• Customer Engagement Strategy
• B2B Marketing
• SaaS
• Healthcare Technology
• Data Analysis
• Cross-functional Collaboration

Practical notes

• For remote roles, travel to Mississauga or Salt Lake City offices may be required for events such as onboarding, team gatherings, and annual meetings.
• Benefits begin on Day 1, including retirement plan matching, flexible paid time off, wellness support, parental and caregiver leaves, fertility and adoption support, continuous development, and employee assistance programs.
• PointClickCare is committed to equal employment opportunity and provides accommodations upon request for candidates with disabilities.
• PointClickCare uses AI tools to assist with candidate screening and assessment.
• Application data is processed and stored by Lever, in accordance with Lever's Privacy Policy.