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Customer Engagement Marketing Manager

Company: DocMagic
Location: Torrance
Posted on: September 20, 2022

Job Description:

Who we AreSince 1987, DocMagic has been solving the mortgage industry's toughest challenges with innovative technology solutions! By anticipating a change in advance of industry trends, DocMagic delivers unmatched service, compliance expertise, and strategic digital transaction management in support of our customers.
Position Summary - Customer Engagement Marketing ManagerWe are seeking a strategic and creative Customer Engagement Marketing Manager passionate about engaging the voice of our mortgage lending customers to create a customer advocacy program and fresh content and experiences to optimize the customer experience. This role will leverage various communication channels and spotlight the perspectives, insights, use cases, and experiences of our customers to drive awareness of the benefits of DocMagic's technology and services.Engagement is the common theme among various responsibilities of this role. You will lead development and execution of an actionable and measurable extension of the marketing plan focused on engaging DocMagic's current customers to improve referrals and attract new business as well as cross sell/upsell opportunities for the sales team. Functional areas of the role include the launch and development of a customer advocacy program, strategic management of virtual and physical industry events, partner co-marketing activities, and management of DocMagic's social media channels.
Voice of Customer Engagement - You will partner with the sales and customer service teams to create a customer advocacy program and seek out customer success stories. You will work with the content marketing manager, freelance writer, and public relations executive to produce a portfolio of voice of customer content (customer quotes, written and video testimonials, case studies, thought leadership, industry panel speaker submissions, etc.). You will conduct[MOU1] periodic technology and market surveys, as well as customer satisfaction surveys. You will own metrics and reporting on customer sentiment related to our technology and service, seeking opportunities to spotlight success and ideate on suggested improvements in the spirit of delivering the best experience for lenders and their customers.
Social Media Engagement - In this role, you will lead development of fresh content that goes beyond product marketing posts for DocMagic's social channels on LinkedIn, Twitter, and Facebook focused on leveraging the voice of the customer. You will create opportunities for "social proof" with dialog and engagement through the development of customer-centric content and thought leadership that stimulates "likes," comments and shares, and grows the network of followers and advocates.
Responsibilities:

  • Writes, develops and manages various content types, including white papers, articles, editorial submissions, blogs, email campaigns, web content, and social media posts
  • Create, lead, and manage a customer advocacy program primarily focused on the development of voice of customer content managed from inception through completion (quotes, testimonials, case studies, thought leadership, panel participation, social proof, etc.) - collaborating with marketing, PR, sales, and customer success teams
  • Collaborate and/or lead management and execution of essential market research/surveys (Technology survey, customer satisfaction survey, etc.), including sourcing the most appropriate platform, partnering with customer success on customer segmentation tiers, working with Marketing ops and Salesforce admin to source customer contact data, establishing appropriate survey cadence, and sharing metrics and results
  • Manage planning, execution, and success of virtual events (webinars and demos) and on-site events (conferences and tradeshows) inclusive of logistics and engagement strategies and opportunities - collaborating with executive leadership, marketing, and sales
  • Collaborate with Partner business development executive to seek out and initiate co-marketing initiatives with loan origination system, point-of-sale platform, and other technology and association partners
  • Improve engagement and create and manage content for social media channels working in collaboration with the content marketing manager and marketing ops to optimize results
  • Create and/or edit content to raise awareness of additional services for existing clients, as well as to attract new clients
    Ideal Candidate Experience & Skills:
    • Experience in B2B content marketing, social media management and lead generation
    • Experience in the SaaS marketing for financial services and/or the mortgage industry a plus
    • Passionate storyteller with the ability to understand industry trends, technology concepts, adoption and challenges and create compelling content aligned with buyer personas
    • Experience with partner and channel marketing strategies
    • Execute proactive, detail-oriented, and responsible project management of all assignments and initiatives ensuring adherence to deadline requirements
    • Experience in project management platforms (ClickUp, SmartSheet, etc.) a plus
    • Proactive and effective verbal and written communication skills within the organization and with clients
    • Exhibit a spirit that is positive, collaborative, respectful and friendly
    • Ability to exercise sound judgment and decision-making skills.
    • Ability to handle multiple tasks concurrently and prioritize appropriately
    • Strong ability to think creatively and innovatively
    • Effective problem-solving skills with ability to identify and correct situation
    • Ability to write and repurpose content to support marketing/sales efforts
    • Events/event management a plus Required Qualifications
      • Bachelor's degree in marketing, business management, communications, or related field
      • 5+ years of B2B marketing and content development experience
      • 5+ years of B2B social media management
      • 5+ years of event coordination experience
      • Excellent interpersonal and communication skills.
      • Proficient in Microsoft Office (Word, Excel, PowerPoint, etc.)

Keywords: DocMagic, Torrance , Customer Engagement Marketing Manager, Executive , Torrance, California

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