CX Marketing Manager

Company Overview:

GovSpend provides data and analytics to organizations buying and selling in the public sector. With transparency and accountability at the center of what we do, we strive to place critical market intelligence into the hands of our 4,500+ clients so they can win more government business.

Our Mission:

At GovSpend, our vision is to be the foremost and indispensable provider of Data and Market Intelligence on government activity, driving insights for vendors and agencies. We envision a future where organizations harness the power of data to identify opportunities, optimize strategies, and make for more efficient government.

Through our cutting-edge technology and platform, we harvest the data and produce the insights that enable our clients to make data-driven decisions and thrive in the dynamic landscape of government procurement. Together, we shape a more efficient, informed, and impactful public sector ecosystem.

Position Summary:

The CX (Customer Experience) Marketing Manager is responsible for driving client retention by building an ecosystem of self-service resources and automated touchpoints that enable customers to quickly adopt the platform, grow their usage, and learn new features. In collaboration with stakeholders  in Relationship Management, Product, and Customer Success, they will seek to understand pain points and opportunities  in the customer journey and implement solutions to address them.
 

What you’ll do:

• Meet regularly with stakeholders in Relationship Management, Product, and Customer Success to understand pain points and opportunities  in the customer journey and implement solutions to address them
• Own and execute Get to Know GovSpend, a monthly webinar series for onboarding new customers, including promotion and logistics
• Own and execute the GovSpend Monthly Digest, a user newsletter that highlights data additions, product enhancements, and tips for success
• Manage all content on the GovSpend and Fedmine Helpsites, with a focus on refreshing articles regularly, adding new functionality, and monitoring traffic and search terms 
• Collaborate with stakeholders in CS, RM, and Product to deliver new training videos regularly in the form short burst videos and webinars
• Find creative ways to leverage our in-platform communication tools to teach common workflows, promote help content, and solicit customer feedback
• Collaborate with the event manager to host customer events in locations with high user volume
• For major releases, collaborate with Product on a promotional strategy that extends beyond our normal release comms
• Get to know HubSpot’s suite of features and functionality for Customer Success, including surveys, health scores, and triggered outreach based on interesting moments, implement as needed
• Report monthly on progress to goals across all relevant channels
• Other job duties as assigned to meet the business needs

What you’ll need:

• Bachelor’s degree in Marketing, Communications, English, or a related field. Proven work experience will be considered in lieu of a degree.
• 3+ years of work experience in B2B Marketing
• Excellent copywriting skills, proven via writing sample or test 
• Comprehension of the customer journey and experience working to improve it
• Experience in a fast-paced, deadline-driven environment
• Strong self direction and problem solving skills

What’s a plus:

• HubSpot Marketing or Service Hub certifications
• Salesforce experience or certification
• Work experience in a Customer Experience role
• Work experience marketing for SaaS/Information Services