Qualtrics
VP of Global Customer Marketing | Hybrid
Qualtrics, Provo, Utah, us, 84605
Vice President of Global Customer Marketing
An organization is looking for an exceptional marketing and people leader
to deliver commercial impact by strategically applying marketing programs across the customer lifecycle from onboarding, adoption to renewal and community engagement. This role will partner closely with customer success and product leadership to develop comprehensive customer programs designed to drive adoption, maturity of our platform use, and build community to ultimately support customer retention and expansion. This role will also be an executive champion and lead our internal customer experience program and drive innovation and thought leadership from our community and our own experience.
This is a unique opportunity to bring together and scale customer marketing capability for the company. This person will be accountable for performance across customer program initiatives including customer lifecycle programs (digital and content/programs for high touch accounts), customer advocacy and stories, lead our XM institute thought leadership and community, drive our customer certification program, and lead our internal customer experience center of excellence.
Things You’ll Do
Take ownership of developing and implementing the global customer marketing strategy, plans, and budget. This role will have joint business accountability for renewal rate, customer health metrics, and customer CSAT/NPS.
Collaborate with customer success and product leadership on the development of lifecycle programs across all touchpoints (in product, digital channels, community programs, as well as support direct engagement from customer success and partners).
Develop our customer advocacy program to identify, nurture, and champion our best customers and help share their stories of value creation for their business.
Drive our industry thought leadership on building a community of practice for Experience Management through our experts in the XM Institute. Develop programs that scale this expertise to and through our customer and partner community.
Build out our product certification program to create skills for our customer practitioners. Building both direct digital programs and scaling through partner organizations.
Develop our community programs to scale education, engagement, and connection to our brand. Utilize various tactics, such as events, thought leadership, maturity programs, communications, and digital platforms to engage and support our community advocates.
Champion our internal customer experience programs to drive organizational accountability for customer experience. Leverage our internal program experts to build content and learning for customer-facing programs.
Work with the customer success team to define and monitor our customer health metrics. Optimize our lifecycle programs to align our communications and engagement to proactively drive personalized content and experience to support improving customer outcomes.
How You’ll Find Success
Seeking someone who thrives in a collaborative and dynamic environment, with the ability to establish successful partnerships and leverage the strengths of our product and success teams.
Must have strategic acumen and execution skills, a deep understanding of personalization, and the ability to align programs that drive adoption and maturity at both an account and individual user level.
Must have experience managing scalable digital programs across both enterprise and self-service customer segments.
Must have a demonstrated ability to recruit and develop high-performing talent, with a focus on creating psychological safety for diverse teams and building inclusive cultures.
Self-motivated, with excellent communication, project management, and organizational abilities.
Experience leading and developing community programs that build long-term relationships and engagement with customers.
Expert in their field with fresh perspectives and ideas.
Experience using qualitative and quantitative metrics to achieve goals.
What We’re Looking For On Your CV
We are looking for a candidate with 15+ years of hands-on experience in B2B marketing, specifically in integrated marketing, content strategy, digital channels, events, and community.
Deep understanding of customer experience management and customer lifecycle journey.
Strong strategic and customer-focused approach with the ability to use data to inform decision-making.
This individual should have a proven track record of delivering measurable commercial results.
Strong understanding of market research and data analysis methods.
Excellent communication skills, both verbal and written.
A master’s degree in marketing or business administration is preferred.
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to deliver commercial impact by strategically applying marketing programs across the customer lifecycle from onboarding, adoption to renewal and community engagement. This role will partner closely with customer success and product leadership to develop comprehensive customer programs designed to drive adoption, maturity of our platform use, and build community to ultimately support customer retention and expansion. This role will also be an executive champion and lead our internal customer experience program and drive innovation and thought leadership from our community and our own experience.
This is a unique opportunity to bring together and scale customer marketing capability for the company. This person will be accountable for performance across customer program initiatives including customer lifecycle programs (digital and content/programs for high touch accounts), customer advocacy and stories, lead our XM institute thought leadership and community, drive our customer certification program, and lead our internal customer experience center of excellence.
Things You’ll Do
Take ownership of developing and implementing the global customer marketing strategy, plans, and budget. This role will have joint business accountability for renewal rate, customer health metrics, and customer CSAT/NPS.
Collaborate with customer success and product leadership on the development of lifecycle programs across all touchpoints (in product, digital channels, community programs, as well as support direct engagement from customer success and partners).
Develop our customer advocacy program to identify, nurture, and champion our best customers and help share their stories of value creation for their business.
Drive our industry thought leadership on building a community of practice for Experience Management through our experts in the XM Institute. Develop programs that scale this expertise to and through our customer and partner community.
Build out our product certification program to create skills for our customer practitioners. Building both direct digital programs and scaling through partner organizations.
Develop our community programs to scale education, engagement, and connection to our brand. Utilize various tactics, such as events, thought leadership, maturity programs, communications, and digital platforms to engage and support our community advocates.
Champion our internal customer experience programs to drive organizational accountability for customer experience. Leverage our internal program experts to build content and learning for customer-facing programs.
Work with the customer success team to define and monitor our customer health metrics. Optimize our lifecycle programs to align our communications and engagement to proactively drive personalized content and experience to support improving customer outcomes.
How You’ll Find Success
Seeking someone who thrives in a collaborative and dynamic environment, with the ability to establish successful partnerships and leverage the strengths of our product and success teams.
Must have strategic acumen and execution skills, a deep understanding of personalization, and the ability to align programs that drive adoption and maturity at both an account and individual user level.
Must have experience managing scalable digital programs across both enterprise and self-service customer segments.
Must have a demonstrated ability to recruit and develop high-performing talent, with a focus on creating psychological safety for diverse teams and building inclusive cultures.
Self-motivated, with excellent communication, project management, and organizational abilities.
Experience leading and developing community programs that build long-term relationships and engagement with customers.
Expert in their field with fresh perspectives and ideas.
Experience using qualitative and quantitative metrics to achieve goals.
What We’re Looking For On Your CV
We are looking for a candidate with 15+ years of hands-on experience in B2B marketing, specifically in integrated marketing, content strategy, digital channels, events, and community.
Deep understanding of customer experience management and customer lifecycle journey.
Strong strategic and customer-focused approach with the ability to use data to inform decision-making.
This individual should have a proven track record of delivering measurable commercial results.
Strong understanding of market research and data analysis methods.
Excellent communication skills, both verbal and written.
A master’s degree in marketing or business administration is preferred.
#J-18808-Ljbffr