Director, Customer Marketing

Responsibilities:

• Engage with customers to capture stories that illustrate their success and the power of Talkdesk’s solutions - video testimonials, speaking opportunities, case studies, etc.
• Collaborate with sales and marketing counterparts on impactful marketing materials that illustrate customer success to nurture confidence in prospects that progress pipeline and wins more deals
• Align with the Customer Success organization on referenceability of customers and support efforts to satisfy and retain the existing customer base - turn customers into raving fans. 
• Talkdesk is positioned well by many analysts and customer review sites, further enhancing these rankings with campaigns that encourage customers to share their experiences - sites include Top-tier sites like G2, GPI, and Trustradius. Expert needed on such sites and programs. 
• Help to rebuild and support the Talkdesk Community with the goal of increasing the base and engagement. Act as POC for the community for Talkdesk enlisting support from other depts such as product and CSM teams. 
• Aggregate and oversee internal requests for customers from across the company - understand urgency and prioritize (for self and team) appropriately
• Support customer communications that deliver valuable information to customers at the right time in a succinct manner. 
• Manage and motivate a team to ensure the Voice of the customer is pervasive in all that we do! 
• Tightly manage a budget, and allocate and track spending across the team. 
• Understand the Talkdesk offering, and customer base, inside and out. 
• Protect the Talkdesk brand by aligning across the company to ensure a consistent look and voice
• Represent Talkdesk and our technology to customer contacts at all levels
• Understand the CCaaS landscape, most specifically our competitors

Requirements:

• 8-10+ years of customer marketing experience in a fast-paced and dynamic work environment 
• Creative individual who loves to tell impactful stories via a variety of mediums
• Deep understanding of soliciting customer feedback - NPS, reviews, and analysts, oh my!
• Success-building rapport that nurtures trusted relationships with customers is a must
• Ability and desire to operate as an individual on some things while also being a collaborative and supportive team player and manager on others
• Ability to build, grow, and motivate a team 
• Passion for empowering small teams that do big things
• Strategic but willing to roll up their sleeves and do what it takes
• Strong analytical skills that ensure what matters is measured and illustrates the impact
• Ability to build cross-functional relationships remotely across organizations and regions
• Track record of planning, executing, and measuring multiple projects simultaneously
• Solution mindset, pragmatic approach to evaluating and resolving business issues
• Industry knowledge of contact centers, customer experience, CRM, and SaaS a plus
• Able to work a flexible schedule to align with global contacts as needed
• College graduate, MBA desirable