Marketing and Customer Engagement Manager

This program leader will evolve our customer engagement marketing strategic plan. They will empower our customers with a relevant and valuable digital experience as they interact with our customer online communities, user groups, nurture programs, and leverage positive customer experiences to influence buyer decisions.

This role will support all segments of PointClickCare, navigating and influencing stakeholders to institute advocacy and engagement best practices. Develop strategic planning and execute programs to support customer engagement initiatives. This includes strategically focusing on nurture programs and instituting best practices for engagement in our online community, as well as internal promoter for customer engagement and advocacy within our organization.

Collaborate with Web Developer(s) to be accountable for the software and other technical aspects of the platform(s) used (maintenance, upgrades, implementing new features, etc.) Develop a roadmap for technology requirements to support development, including integrations with customer relationship tools

Working closely and aligning with other teams such as Brand and Demand to drive engagement strategy to support sales and marketing goals, and to not only use our customer channels to amplify adoption, brand and demand campaigns but to leverage voice of customers to help foster more champions who seed adoption efforts upholding PointClickCare’s customer-centric focus ensuring that advocacy of product value is part of every marketing campaign

Provide regular direction, working alongside Enablement, for campaign activation pull through. As well as how to properly engage customers with evidence-based adoption programs. Drive continuous awareness, and affinity, through effective and innovative marketing programs via appropriate channels (email, online communities, in-app in our product, social, etc.)

Drive active community participation among eligible customers and influencers upholding standards for community interaction and mapping customer journey, including content, tone governance, moderating conversations, commenting on discussions at appropriate thresholds, and promoting/ enforcing rules of engagement with internal cross-functional members (i.e., product leaders, regulatory leaders, customer success and support, etc.)

Innovate and implement ideas to grow all market segment online communities' userbase of customer champions and influencers, drive engagement, and expand reach. Cross-functionally collaborate with customer-facing teams, cultivating relationships with SMEs to curate content, resources and evolve editorial calendar that supports the growth and adoption of our products and services, helping customers realize the true value and full potential of PointClickCare.

Gather, interpret, analyze program data and provide insights/making recommendations/ finding solutions to ensure program outcomes show value and reduce churn. Leverage data and insights to manage performance and other KPIs - continuously optimizing and improving program performance

Share customer response data, measurable results, and actionable insights to assist demonstrating value and impact with:

Insights & Intelligence team to help build one voice of the customer program

Provide customer feedback to the upstream portfolio teams, product, etc. Product Marketing to provide upstream for product development consideration

Identify and promote the business value of both online communities' customer engagement and advocacy to cross-functional audiences

Up to 25% travel for marketing team meetings and events

5+ years of relevant B2B marketing experience in SaaS/Healthcare, a strong marketing manager who has proven success in Online Community and Customer Advocacy Program Management with proven customer-centric focus.

• Ability to prioritize while maintaining urgency, thoughtfulness, and keeping an eye on the KPIs and success metrics for customers and our business
• This role requires strategic thinking skills, relationship-building abilities, flexibility, exceptional communication (written and verbal), and a highly collaborative spirit

Leadership/ coaching skills (no formal direct reports) to provide guidance to existing team to integrate engagement best practices and apply knowledge/ skills into practice. Experience translating insights and data into consumer value and marketing strategy

Deep appreciation of customer and product lifecycle methodology.