at DocuSign in Chicago, Illinois, United States
Job Description
Company Overview
DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world's #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives.
What you'll do
We are seeking a strong Lead Customer Lifecycle Manager to lead the development of a world-class customer lifecycle program that activates and accelerates experiences. We're looking for a high-impact strategist and customer marketer who can oversee planning and prioritization of programs that improve lead conversion rate (e.g., lead nurture programs), increase revenue, drive product adoption, reduce churn, and minimize friction in the customer journey. You will partner closely with our cross-functional teams to define organization-wide processes and customer experiences which efficiently achieve these goals.
We're looking for someone that is strategic and analytical, with strong cross-collaboration skills and the desire to get things done. You are passionate about the customer at all stages in the lifecycle and possess an extensive understanding of customer marketing strategies to deliver impact at each inflection point. You are highly curious, with a strong desire to understand the whys behind the whats, and have the analytical chops to dive into the numbers to support your hypotheses. You thrive on forging a path where others haven't gone and testing and iterating to achieve success.
At DocuSign, we put our customers at the center, we're driven by results and passionate about our impact.
This position is an individual contributor role reporting to the VP of Community & Customer Experience.
Responsibility
Partner with Marketing, Ops, Sales, Product and Account Management teams to analyze business and marketing data to identify key drivers, mechanics and associated dependencies for driving conversion, product adoption, retention, and cross-sell
Translate analytics into clear insights and actionable recommendations
Partner with Content, PR, and Creative teams to drive the development of email communications, press articles, and marketing assets to nurture client relationships
Drive continued innovation in evolving programs most effective at engaging customers at scale
Forecast results from various tactics and advocate for resource prioritization
Articulate program strategy and communicate results to key stakeholders
Identify customer segments for targeted marketing programs and plan customer offers and incentive programs to deliver ROI-positive results
Develop and implement end-to-end customer programs to build trust, drive product usage, and deliver value
Lead efforts throughout the entire customer journey - from retention, to loyalty, advocacy, and expansion - that are focused on the customer needs, while accelerating their success and reinforcing the value our solutions provide
Shape the customer experience to impact adoption and renewal efforts, identify and amplify the voice of the customer through content, and influence expansion via cross-functional campaigns
Cultivate relationships with customers through various channels and touch points, including one-to-many programs, as well as more direct methods such as a Customer Advisory Board
Job Designation
Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)
What you bring
Basic
BA degree or equivalent
12+ years of experience in Customer Marketing or Demand Generation within a B2B company
2+ years of experience in lifecycle marketing
Full cycle strategic experience designing, executing, and learning from tests and experiments on customer journeys, as well as customer journey mapping and omnichannel revenue generation
Hands-on experience with Marketo, SFDC, Tableau, Google Analytics, Optimizely or similar tools
Experience with online marketing metrics and key performance metrics
Experience in the digital marketing landscape and building innovative and ROI-positive marketing programs at scale
Experience using statistics
Preferred
Excellent verbal communication skills
Excellent writing skills
Excellent interpersonal and presentations skills
Attention to... For full info follow application link.
DocuSign is an Equal Opportunity Employer. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.
