Description:
This program leader will elevate our evidence program and establish and execute a customer adoption marketing strategic plan. They will nurture and build advocacy for top tier products that drive revenue to support business goals. They will create value stories and customer marketing assets to foster upsell opportunities and influence customer adoption/ utilization to mitigate risk for churn.
This role will support both Senior Care and Acute & Payer, navigating and influencing stakeholders from both business units to institute advocacy and adoption best practices. This individual will need to have or quickly learn a breadth of understanding about our top tier products from PointClickCare's entire portfolio.
Key Responsibilities:
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- Develops and communicates multifaceted campaign strategy. Develops and actions campaigns that impact the effectiveness of customer-facing employees ie CSM ability to influence product adoption and mitigate risk for customer churn. Develops strategies and executes initiatives to support marketing goals, leveraging voice of customers to help foster more champions who seed adoption efforts.
- Build relationships, align with and influence stakeholders. Provides regular direction to customer-facing employees ie CSM on how to properly engage customers with evidence-based adoption program campaigns. Drive continuous awareness, and affinity, through effective and innovative marketing programs via appropriate channels (email, online communities, in-app in our product, social, etc.)
- Driving the creation of evidence-based proof point marketing assets, use critical thinking for prioritization of customer story pipeline, produce foundational story slide assets, secure customers' approval with e-signed waivers, and continuously evolve a database of multi-modal customer evidence assets, ensuring they’re available to stakeholders in easily accessible packages according to a variety of criteria and use cases. Consult with Product Marketing and Content teams to make decisions about more robust asset types (manage assigned budget). Communicate/collaborate cross-functionally to ensure assets are fully leveraged through all available channels (ShowPad, Online Communities, CSM Digest newsletters, campaigns).
- Gathering, interpreting, analyzing program data and providing insights/making recommendations/ finding solutions to ensure program outcomes show value and reduce churn.
- Leverage data and insights to manage performance against adoption and other KPIs - continuously optimizing and improving program performance
- Proactively build and maintain our database of customer references for PointClickCare products in collaboration with Customer Success. Monitor requests for reference and fulfill by matching with applicable referenceable customer in the database or collaborate with Customer Engagement Marketing Managers to solicit via online communities. Collaborate with CSM designate for automation of this program.