Globoforce, Inc. Director, Customer Marketing in Framingham, Massachusetts

Globoforce is a leading provider of social recognition solutions, helping companies build stronger, more human cultures through the power of thanks. Named one of the Best Workplaces by the Great Place To Work® Institute, Globoforce is trusted by some of the most admired companies in the world to inspire and energize employees and create best places to work. Our award-winning SaaS technology and proven methodologies empower HR and business leaders to take a modern, more strategic approach to recognition programs. What results is measurable business success, qualified by increases in employee engagement, retention and productivity. The company pioneered the WorkHuman movement, created to galvanize organizations and leaders worldwide to create a more human workplace. Globoforce is co-headquartered in Framingham, Massachusetts, and Dublin, Ireland.

We have a vision to help build the best, most admired company cultures in the world. It starts with our own culture. If you work with us, you’ll be inspired by your colleagues, delighted by our customers, and driven by our collective energy and momentum… because at Globoforce, we all understand that we’re part of something big.

Our best practices and technology are at the heart of the world’s most successful worldwide recognition programs. Recently named Great Place to Work 2016, Digital Technology Company of the Year (Irish Software Association, 2015), as well as named one of the Top Places to Work in Massachusetts (Boston Globe, 2015), Globoforce continues to impact and transform the fundamental nature of organization’s cultures around the globe.

Unlock full potential. Celebrate positive moments, every day. We at Globoforce, make workhuman.

The Director of Customer Marketing plays a critical role in ensuring we are retaining and developing our existing clients. Working with the Customer Success team, this role is responsible for the creation and implementation of marketing activities that drive adoption of the Globoforce solutions and expansion of our footprint within our customer accounts. In addition, this role will create and own the ongoing engagement strategy for our customers ensuring relevant and timely information is distributed to our existing clients. This role will collaborate heavily with the corporate communications team, sales and marketing operations, customer success and creative services.

JOB RESPONSIBILITIES

Customer Communications

  • Manage the development, production and execution of ongoing engagement strategies with the Globoforce customer base though multiple channels such as a customer satisfaction survey; customer advisory board; customer newsletter; customer portal…etc.

  • Work with the Customer Success team to develop and build relationships with existing customers. Become a key evangelizer of our customer success stories and of the Globoforce value propositions across multiple personas within our customer environments.

  • Create a calendar of customer communications and relevant messages, targeted to program managers and senior executives, with the aim of keeping customers informed of all relevant Globoforce content.

Customer Business Development Programs

  • Work with the VP customer success and his management team to understand customer needs and growth goals. Create a plan for key accounts to

  • Drive further adoption across the organization of the current Globoforce solution, and

  • Market new programs and product features to drive new business into current accounts

  • Tactics to achieve growth in current clients will include the organization of on-site executives meetings, manager and HR workshops/seminars as well as other creative campaigns to get greater share of voice with our customers

  • Organize and execute WorkHuman events with customers to expand their knowledge of WorkHuman

  • Help drive customer attendance to the WorkHuman annual event.

Budget management

  • Is accountable for the management of discretionary spend allocated to customer marketing including monthly forecasting, budget analysis and priority setting

  • Maintains budget spreadsheets and tools in line with accounting processes and practices

SKILLS AND EXPERIENCE

  • Business/Marketing/IT degree

  • 10+ years of proven experience influencing and collaborating with customers to align solutions to customer needs and business objectives

  • Experience developing and executing content and programs that results in building a community of strong stakeholder advocates

  • Demonstrable experience in customer program management driving best in class customer growth and communication campaigns within the enterprise software market

  • Demonstrable understanding of global initiatives, regional variances and working with a global team

  • Proven experience of demand generation tactics (evidence of integrated campaigns that have ended in new deals)

  • Approachable and evidence of successful collaboration with product marketing and corporate marketing teams

  • Experience of business development or relationship building with Enterprise accounts – HR function advantageous

  • Analytical and able to interpret data into meaningful marketing actions

  • Willingness to be strategic and tactical

  • Strong accountability for generating measurable results

  • Self-starter who thrives in a creative, dynamic environment

  • Excellent operations mindset and capabilities

  • Excellent communication, organizational, and time-management skills

  • Ability to multi-task in a fast-paced, dynamic environment

  • Influence and lead without direct reporting line ownership

  • Ability to travel approximately 20% of the time.

External Company Name: Globoforce, Inc.

External Company URL: www.globoforce.com