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Customer Retention Marketer
Rocket Software
Marketing & Communications, Customer Service
United States
Posted on Friday, April 12, 2024
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description Summary:
Job Overview:We’re looking for a customer retention marketer to drive customer engagement and renewals by designing and executing engaging customer marketing experiences.
Reporting to the Director, Product Marketing as part of the Solution and Customer Marketing team, and working closely with sales, customer success, product, and marketing, you will drive the strategy and execution of our retention marketing programs for your solutions. As a result of your cross-portfolio programs that reflect our company values of empathy, humanity, trust and love, customers will show preference for Rocket Software at key moments of customer impact including adoption, renewal, expansion, and advocacy.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Build a retention plan for solutions: Design and implement programs to deepen customer relationships, improve the customer experience, and drive more renewals.
- Lead retention enablement: Enable internal teams to meaningfully engage clients across the customer journey including key moments of customer impact
- Orchestrate cross-functional retention projects: Collaborate with cross-functional teams, including Product Marketing, Demand Generation, Marketing Operations, Product Management, Customer Success, and Sales to identify and prioritize key customer segments and create engaging content and experiences for customers
- Track retention efforts and adjust to ensure highest impact to business: Measure effectiveness of customer retention marketing programs and use metrics to inform go-forward plans, in collaboration with renewals, customer success, and product teams.
- Approach work with a growth mindset: You will continuously look for ways to improve your efforts, whether it is with big changes like an unusual creative approach to campaigns or with minor adjustments like a/b testing email subject lines.
- Embrace Rocket Software core values to maximize customer outcomes: Approach every day with empathy, humanity, trust, and love guiding your engagement with customers and fellow Rocketeers
REQUIRED QUALIFICATIONS
- 3-5 years of B2B software marketing experience; on-premises software experience ideal
- Proven track record of influencing gross retention
- Experience with experimental programs, including fast pilots with specific targets and timelines that inform go-forward plans to drive the highest impact
- Working knowledge of enterprise IT software, how it’s bought and consumed, and how customers use these solutions to solve specific business problems.
- Experience engaging with customers at all levels of the organization (executive to individual contributor) to gather insights that inform programs at scale
- Foundational track record of heavily leveraging retention data – including renewal & gross retention rates – to inform strategy
- Strong writing skills, project management, and organization skills.
- Proven ability to work effectively with internal stakeholders in multiple departments.
What Rocket Software can offer you in USA:
Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)
Healthcare coverage options to fit you (and your family’s) needs
Retirement savings, with matching contributions by Rocket Software
Life and disability coverage
Leadership and skills training opportunities
Two paid work days for off-site training
Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!