Customer Marketing Manager

Build your future with Sovos.

If you are looking for an opportunity where career-minded professionals can achieve success while bringing their best and whole selves to work each day, Sovos may be the company you have been looking for. Employees at Sovos operate on the leading edge of digital technology while working to improve lives and the communities in which we live and work. When we say Solve Tax for Good, we mean For Good in every sense of the word. Our organizational commitment is to provide a place where employees can thrive and progress in their careers while having the support behind them that only a global company can offer.

Sound like this might be the opportunity you have been looking for?

Take a look at our career posting below. Don’t check all the boxes? Apply anyway! We are focused on hiring the right people, not the “right” resume.

It’s not about what you have done somewhere else, it’s all about what you are capable of doing here.

The Work You'll Do:

The Customer Marketing Manager is a passionate marketer who understands the value of advocacy marketing and how to build a framework around the voice of the customer. You are responsible for supporting, executing, analyzing, and coordinating the post-sale customer journey with a focus on driving customer engagement, increasing value realization, reducing customer churn, and improving advocacy. You have a strong appreciation for the customer relationship, have experience in high tech, and understand tax compliance. You will support the execution of customer programs that enable our customers to adopt Sovos solutions, increase retention rates, and drive advocacy. You will collaborate closely with internal teams — including Customer Success, Product Marketing, Field Marketing, Support and Account Managers — to ensure a remarkable customer experience and drive advocacy.

More specifically, you will:

• Participate in customer journey mapping and coordinate marketing tactics and programs to deliver on our desired customer experience
• Coordinate and support customer lifecycle nurture programs, trigger-event driven programs, adoption content, including special marketing content to assist with at-risk accounts
• Develop and maintain customer personas to inform customer marketing strategies, tactics, and communication approach
• Partner with marketing and client operations to prioritize and improve upon customer communication processes
• Partner with Product Marketing to develop upsell campaign strategies and communicate plans with Account Management teams
• Support management of advocacy program including developing and deploying promotion strategies, coordinate recruitment outreach, and drive advocacy activities
• Partner with marketing, strategy, and product leaders on customer events
• Reinforce and promote customer marketing best practices, program templates and metrics with internal stakeholders
• Build and maintain strong working relationships with colleagues in marketing, sales, client operations, product management, and customer success

• Background working in a similar customer-facing role (ex. Services, Support, Customer Success, or Marketing)
• Ability to manage strict deadlines and work independently
• You have a proclivity for a customer-centric perspective
• You have strong copywriting skills; layout and design are a plus
• You interact effectively with teammates, colleagues, and customers
• You keep your cool under pressure and enjoy working in a fast-paced and dynamic environment where you get to use your multi-tasking skills
• You are solution oriented and enjoy digging into complex problems and concepts with a focus on analyzing and synthesizing a pragmatic approach to resolution
• You are passionate about being creative – whether through customer programs or communication skills to engage, motivate, and encourage advocacy
• You enjoy learning new things – about people, products, and practices
• Due to client contractual obligations, a pre-employment background check and drug test must be cleared prior to start

Company Background

Sovos was built to solve the complexities of the digital transformation of tax, with complete, connected offerings for tax determination, continuous transaction control compliance, tax reporting and more. The company supports more than 8,000 customers, including half of the Fortune 500, operating in over 70 countries. Its SaaS products and proprietary Sovos S1 Platform integrate with a wide variety of business applications and government compliance processes. Sovos has employees throughout North America, Latin America and Europe, and is owned by Hg and TA Associates. For more information visit www.sovos.com and follow us on LinkedIn and Twitter.