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Customer Marketing Manager (B2B)

Job Title: Customer Marketing Manager (B2B)
Department: Marketing
Location: Sunnyvale CA
Reports To: Director of Marketing SMB

About Us: Ooma creates powerful connected experiences for businesses and consumers, delivered from its smart cloud-based SaaS platform. For businesses of all sizes, Ooma provides advanced voice and collaboration features that are flexible and scalable. For consumers, Ooma provides PureVoice HD voice quality, advanced functionality and integration with their mobile devices. Ooma’s groundbreaking smart security solution delivers a full range of wireless security sensors and an intelligent video camera that make it easy for anyone to protect their home or business. Learn more at www.ooma.com.

Summary: This role will own an array of customer marketing programs that drive retention and revenue amongst our business products. The individual will balance strategic thinking with tactical execution – considering what the current customer journey is and where it should be headed. The role will collaborate with many teams ranging from Product Management, Customer Service teams to Sales. Shaping the customer journey will involve digital, email, webinars, live events and any touch point that contributes to their experience. You will own the development, execution, and analysis of all these programs and is an exciting opportunity to collaborate with world-class marketers.

Essential Duties and Responsibilities:

  • Own the customer journey. By mapping the entire customer journey you’ll identify all touchpoints to improve or augment. In effect you’ll create a roadmap to improve their experience.
  • Identify and build key programs in the customer lifecycle model. From activation, engagement, retention, loyalty to advocacy, you’ll identify the biggest gaps and build programs to fill them.
  • Drive referral program. You’ll drive incremental revenue by owning our business referral program –accelerating it through our Customer Services team.
  • Launch customer advisory boards (CABs). You’ll enable us to inform our decisions better by helping us attain a better perspective of our customer’s needs – to get an outside perspective looking in.
  • Be a content creator. You’ll roll up your sleeves and put pen to paper to develop collateral, presentations, email campaigns, etc.
  • Collaborate on existing customer advocacy and content programs as well as future ideas. Whether it relates to recruiting or activation of customers, to integrating customers at events, product launches, campaigns, etc.
  • Lay the groundwork to manage our sales-customer reference processes.
  • Consistently report/analyze results. Further our approach to track and analyze ROI for customer engagement and product usage benchmarks through any system or scoring algorithm including, NPS.

Required Experience & Qualifications:

  • Passionate about serving and understanding customers.
  • 5 years of experience in Customer Marketing.
  • Results Oriented: Drive to dramatically grow business results.
  • Innovative: Generates new ideas to push the bounds of marketing.
  • Analytical: Solid analytical, “test & learn” mindset and continually assesses KPIs to monitor business performance.
  • Strong communication, writing, and storytelling skills.
  • Proven ability to develop deep relationships and influence cross-functional teams.
  • Technical knowledge of the latest CRM/advocacy platforms and tools.

To apply, please submit your resume electronically to careers@ooma.com.

(We will accept your resume in either one of the following formats: RTF, DOC, PDF, TXT)

Ooma™ is proud to be an Equal Employment Opportunity employer.

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