Customer Marketing Specialist

Customer Marketing Specialist

- Toronto, ON

About the Role: We're seeking a highly organized and collaborative Customer Marketing Specialist to play a pivotal role in ensuring our customer-centric strategies are understood and effectively adopted across the entire marketing organization. This individual will be key in enabling cross-functional teams to leverage resources and engage with customers, while also acting as a crucial guardian of our most strategic customer relationships. If you're passionate about optimizing processes, fostering collaboration, and maximizing the impact of our customer voice, this is the role for you.

Key Responsibilities:

• Customer Marketing Process Evangelist:
• Develop, document, and regularly update the Customer Marketing team's processes, workflows, and best practices.
• Act as the primary point of contact for internal stakeholders (e.g., Product Marketing, Campaigns, Regional Marketing, Demand Gen, Sales) seeking to understand or engage with customer marketing initiatives.
• Maintain enablement materials (e.g., presentations, guides, FAQs) to educate cross-functional teams on how to effectively partner with Customer Marketing and leverage customer assets.
• Strategic Account Guardianship:
• Maintain and communicate a clear understanding of top accounts that require specific handling or are under active Customer Marketing programs (e.g., CAB members, high-profile case studies, executive engagements).
• Proactively advise various marketing teams on appropriate engagement strategies for these sensitive accounts, outlining "do's and don'ts" to prevent customer fatigue or misaligned outreach.
• Serve as the internal gatekeeper for requests involving strategic customers, ensuring all outreach aligns with overall customer relationship management goals.
• Work closely with account teams and marketing to ensure consistent and coordinated engagement with strategic accounts.
• Cross-Functional Collaboration & Support:
• Collaborate with product management and marketing teams to ensure customer stories and insights are integrated into product messaging and launch plans.
• Partner across all marketing, including strategic events, regional and industry teams on customer outreach, event speakers, and enablement on customer marketing best practices
• Collect feedback from internal stakeholders on Customer Marketing processes and tools to drive continuous improvement.

Qualifications:

• Bachelor's degree in Marketing, Communications, Business, or a related field.
• 1+ years of experience in marketing, with direct experience in customer marketing, marketing operations, or enablement roles.
• Strong understanding of the customer lifecycle and the role of customer marketing in driving retention, growth, and advocacy.
• Exceptional communication and interpersonal skills with the ability to collaborate and manage multiple stakeholders
• Proven ability to develop clear process documentation and enablement materials.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Experience with CRM (e.g., Salesforce),  and project management tools preferred.

Why Join Our Team: You'll be a critical bridge within our marketing organization, directly enabling the success of our customer-centric strategies. This role offers a unique opportunity to shape how we leverage the power of our customers to drive significant business impact and elevate our brand. We're a dynamic team focused on innovation, growth, and building deep customer relationships.

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