Infios

Director, Customer Experience

Infios

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Lead

About the role

  • Align to the strategic vision of the Senior Director, ensuring programs are executed consistently with global priorities
  • Deliver against KPIs established in collaboration with the Senior Director
  • Serve as a trusted partner and advocate for Infios customers, cultivating a strong community of brand evangelists
  • Lead cross-sell and upsell initiatives by building targeted campaigns and partnering with Sales and Customer Success to drive pipeline
  • Deliver against annual cross-sell pipeline targets
  • Report on cross-sell KPIs including funnel metrics and opportunities
  • Contribute to the development of global customer case studies, success stories, and customer quotes
  • Identify and prepare customers for speaking opportunities at webinars, events, and tradeshows
  • Partner with Product, Product Marketing, Customer Success, and Sales to support Product Advisory Boards (PABs), Executive Advisory Boards (EABs), and Industry Advisory Boards (IABs)
  • Support customer communities, ensuring engagement opportunities are promoted across the customer base
  • Develop and execute communication programs to strengthen customer relationships
  • Manage customer reach and penetration analysis
  • Partner with internal stakeholders to create curated customer lists for campaigns and communications
  • Partner with the Senior Director on budget planning, strategy development, and measurement
  • Assist in developing business cases and tracking success metrics for customer marketing programs.

Requirements

  • Bachelor’s degree in Marketing, Business, Communications, or related field required
  • Advanced degree (MBA or similar) is a plus
  • 5+ years in customer marketing, customer experience, or related marketing roles, preferably in B2B SaaS or technology sectors
  • Demonstrated success in developing and executing cross-sell/upsell, customer advocacy, and community engagement programs
  • Proficiency with customer marketing, CRM, and advocacy platforms (Marketo, Salesforce, SlapFive, Deeto, Higher Logic or similar)
  • Expertise in marketing funnel metrics, including tracking, analysis, and optimization of customer journeys
  • Proven ability to conduct customer interviews and incorporate metrics into case studies to demonstrate business impact.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer marketingcross-sellupsellcustomer advocacycommunity engagementmarketing funnel metricstrackinganalysisoptimizationcustomer journeys
Soft skills
strategic vision alignmenttrusted partnershipcommunity cultivationcollaborationcommunicationcustomer relationship managementstakeholder managementbudget planningstrategy developmentsuccess metrics tracking
Certifications
Bachelor’s degree in MarketingBachelor’s degree in BusinessBachelor’s degree in CommunicationsMBA or similar (preferred)