Director, Customer Lifecycle Management

Job Description

Posted on: 
September 26, 2023

It’s about more than the right fit. We’re looking for the right connection.

At Nextiva, it’s our team members that make Nextiva a great place to work. Nexties are smart, driven, and the best in class at what they do. We’re changing the game in the software industry with the first of its kind, conversation-centric work hub that unifies team collaboration, customer management & engagement in ONE single application.

Since its founding in 2008, more than 100,000 companies rely on Nextiva for customer and team communication. We believe in the power of strong connections; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other.

Build Amazing - Deliver Amazing - Live Amazing - Be Amazing

Looking for a creative operator to develop and drive Nextiva’s Customer Lifecycle Management strategy, cultivating relationships and driving action with leads and prospects. Using web, email, SMS, in-product messaging, and digital remarketing tools, the Director will develop and execute comprehensive strategies that communicate Nextiva’s unique ability to use communication tools to transform business outcomes.

Job Responsibilities

  • Oversee the strategy, execution and email operations for Nextiva’s evolving customer lifecycle management program.
  • Align with Sales, Direct Marketing and Channel Marketing teams to improve lead to sale conversions by developing and testing programs that align segments and messaging with targeted outcomes.
  • Develop and test the efficacy of customer journeys to drive better conversions of prospects to customers; improved onboarding and utilization of new customers; and increased satisfaction, retention and share of wallet for existing customers.
  • Design killer promotional campaigns that prompt engagement and action among prospects and customers alike.
  • Collaborate with teams across Marketing, Product, Engineering, and HR to optimize returns and manage internal and external email and communication scheduling.
  • Align with Communications teams deliver learnings and recommendations to improve the customer experiences, acting as our Voice of Customer (VoC).
  • Oversee technical aspects and operations related to the SalesForce Marketing Cloud, including integrations, data availability and validation, automations, and tracking.
  • Drive a culture that focuses on continual improvement, rapid testing and iterating, and creative problem solving–balancing risks and rewards to transform the business.
  • Manage and develop a team of communications and automation professionals
  • Establish and hit targets and KPIs for communications, conversions, actions and revenue.
  • Build programs to drive utilization, purchases and upgrades.
  • Regularly release action-oriented analysis--that incorporates quantitative and qualitative insights into programs, performance, challenges and opportunities.
  • Work closely with Analytics, Sales, Service and Product to develop segmentation programs that drive action and results.
  • Collaborate closely with other Marketing teams, including Digital Acquisition, affiliates, and channel teams to develop and deliver on an integrated Demand Generation plan.

Job Requirements

  • 8+ years in customer lifecycle management, email marketing
  • BA/BS Degree required, Master’s preferred
  • Experience working in business to business SaaS industries, with a strong understanding of SMB behaviors
  • Strong understanding of email operations, automations and journeys
  • Proven record of delivering incremental results
  • Passion for helping SMBs grow and ensuring their voices are heard
  • 5+ years managing teams
  • 3+ years working with SalesForce Marketing Cloud
  • Proficient in key analytic tools
  • Analytical super powers
  • Collaborative and flexible
  • Plus: international and channel marketing experience
  • Has experience working with moving deadlines and can pivot with NEW direction quickly
  • Can drive innovation and optimize email performance to enhance speed to market
  • Has experience with CCPA, CAN-SPAM and GDRP compliance best practices
  • Has experience with project integration, execution and implementation
  • Has experience working with personalization and unique customer experiences
  • Keeps clear documentation

Compensation, Rewards & Benefits:

Nextiva provides a comprehensive employee benefits package that includes medical (including supplemental plans for accident, hospitalization and critical illness), telemedicine, dental, vision, disability, life insurance, legal assistance, an Employee Assistance Plan, paid parental bonding leave, PTO for hourly employees and Flexible Time Off (FTO) for salaried employees, an employee long-term savings plan (401k) through Fidelity with Nextiva matching, comprehensive employee wellness programs and loads of learning and development opportunities which are coupled with career paths to last a lifetime.

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