Customer Marketing Senior Manager

Tomorrow Health is looking for a Product Marketing Lead to manage content, communications, and engagement for new and existing customers. This role requires a data driven, deep empathy for the voice of the customer. This role will aggregate feedback from customer facing teams and the field, and use the feedback to inform content marketing and execute campaigns for Providers, Payors, Durable Medical Equipment Suppliers, and Patients. This role requires expertise in marketing automation, account based marketing, and healthcare experience (or the ability to quickly get up to speed).

Strategic responsibilities:

  • Lead and manage customer engagement and communication programs, such as in-person/virtual events, workshops, annual conferences, awards programs, onboarding and ongoing nurture campaigns
  • Connect with customers to ensure continued education and success throughout the relationship lifecycle
  • Identify key customers that can act as a marketing channel through case studies, speaking opportunities, etc.
  • Help marketing and sales meet business objectives through customer advocacy initiatives

Tactical responsibilities:

  • Collaborate on GTM Strategy with Business Development, Marketing, and Account Management 
  • Develop a customer lifecycle campaign program and work with marketing operations to implement
  • Design customer engagement strategies and execute on multiple channels 
  • Manage and maintain engagement and advocacy programs; continually recruit new customer advocates
  • Manage a library of up-to-date customer success stories
  • Manage annual/biannual/quarterly customer satisfaction surveys to drive change throughout the organization
  • Create special marketing content for account management/customer success to help at-risk customers with training
  • Target happy customers for upsell, cross-sell, and advocacy opportunities
  • Provide product feedback given by advocates to the Product Management team
  • Cross-sell and upsell opportunities, and increasing loyalty and retention

Outcomes

  • Content Marketing: Create digital and field content, leveraging messaging frameworks, customer feedback and product roadmap 
  • Customer Engagement: Create and scale product enablement resources for decision makers and end user training
  • Marketing Operations: Leverage data to determine the optimal channels, cadence, messaging and strategy for engaging each of our audiences across markets
  • Digital & Field Execution: Execute on digital and field marketing campaigns for Referring Providers, DME Suppliers, and eventually patients for Tomorrow health as a supplier 
  • Attribution: Manage and maintain reporting and attribution in marketing automation + CRM tools (familiarity with Looker + Hubspot is a plus)
  • Voice of the Customer: Aggregate customer feedback and trends

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