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About SugarCRM, Inc.<br /><br /> SugarCRM enables businesses to create extraordinary customer relationships with the most innovative, flexible and affordable CRM solution in the market. The company uniquely places the individual at the center of its solution—helping businesses transform the customer experience and enable highly personalized interactions that drive customer excellence and loyalty throughout the entire customer lifecycle.<br /><br /> SugarCRM delivers a fully transformed, personalized user experience that is immersive, engaging and intuitive. Sugar fuses the straightforward simplicity, mobility and social aspects of a consumer app with the business process optimization of conventional CRM. Recognized by leading market analysts as a CRM visionary and innovator, Sugar is deployed by more than 1.5M individuals in over 120 countries and 26 languages.<br /><br /> Description:<br /><br /> The Customer Loyalty Marketing Director, reporting to our VP of Corporate Communications & Marketing, will be responsible for customer engagement, referencing, and retention programs with the goal of increasing lifetime value, reducing churn, and growing loyalty. This position works collaboratively with the Customer Success team and across Sales and Marketing to identify opportunities to highlight customer success and to cultivate powerful customer testimonials in support of Sales and Marketing initiatives.<br /><br /> The right candidate is passionate about customer advocacy, has customer segmentation and customer loyalty marketing experience in a B2B setting, and has a demonstrated ability to build personal connections with customers, ferret out the details that make for great customer case studies, and create the customer success stories that most powerfully communicate the value Sugar delivers to our customers. This is an exciting opportunity to decisively influence customer satisfaction and directly impact our overall company success.<br /><br /> This position is responsible for establishing strategic plans and marketing programs spanning the Customer Lifecycle for SugarCRM, including strategy, creation and management of customer development, growth and retention initiatives. <br /><br /> Responsibilities:<br /><br /> Deliver extraordinary customer relationships<br /><br /> Sets overall business objectives and manages global customer marketing programs including customer loyalty and customer reference programs<br /><br /> Collaborates with various SugarCRM teams to secure customer references for case studies, industry/trade show award and speaking opportunities, press pitches, press releases, product launches, ROI stories and a wide variety of SugarCRM events<br /><br /> Manage customer programs with cross-functional team - Voice of the Customer, Customer Advisory Board<br /><br /> Manage contributing writers in the creation of customer case studies in a variety of formats<br /><br /> Aligns with Customer Success organization to choreograph key touchpoints in the customer lifecycle, including Onboarding, Usage, Adoption and Retention communications<br /><br /> Ensures consistency and best practices are adopted across programs and teams<br /><br /> Ensures viability and scalability of processes, global consistency and program effectiveness<br /><br /> Approves and advocates on behalf of the team<br /><br /> Participates in cross-functional projects to understand and improve trial user, customer experience, retention and key "moments of truth" across the customer journey<br /><br /> Sets priorities and manages initiatives across the team and reports on their outcomes<br /><br /> Sets a "data driven" culture within the customer marketing team and make decisions based on metrics<br /><br /> Interacts with customers and prospects to identify new opportunities for improving customer experience<br /><br /> Respect and expect accountability<br /><br /> Qualifications:<br /><br /> Proven track record of developing or managing high-volume customer reference programs<br /><br /> 10+ years of experience in customer references and/or public relations in enterprise software<br /><br /> Current & recent experience at a high growth enterprise software company<br /><br /> Experience managing appropriate reference software/tools<br /><br /> Excellent writer with the range to contribute content from press releases to blogs<br /><br /> Professional and energetic demeanor with the ability to network and establish relationships with customers<br /><br /> Ability to work well across various internal teams/departments from sales and business development to marketing and engineering<br /><br /> Experience creating and tracking a customer reference program – CRM tool experience a plus<br /><br /> Bachelor's degree, advanced degree and/or specific training in email and online marketing required (or equivalent experience)<br /><br /> Proven track record executing customer lifecycle strategy and adoption from online freemium & trials into growth programs.<br /><br /> Excellent computer skills; knowledge of Marketing Automation systems (Marketo), CRM Systems .<br /><br /> Ability to take accountability for this area of our business; must see "big picture" and set business priorities<br /><br /> Strong strategic understanding of the Customer Lifecycle and Customer Journey.<br /><br /> Understanding of business metrics that are critical to evaluating performance of Marketing programs and overall business success. Ability to outline reporting needs for the group as well as setting and monitoring KPIs.<br /><br /> Location: Cupertino, CA<br /><br /> Note to Recruiters and Placement Agencies: SugarCRM does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any SugarCRM employee. SugarCRM will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of SugarCRM and will be processed accordingly. <br /><br /> Who we are... SugarCRM was founded in 2004. The company is headquartered in Cupertino, California with European headquarters in Munich, Germany and Asia Pacific headquarters in Sydney, Australia. We are pre-IPO, growing fast and always looking for the top talent. If you're looking for the excitement and feel of a start-up, but the stability and experience of a market leader, then you're going to love working at SugarCRM. <br /><br /> What is it REALLY like to work here? <br /><br /> Open is at the heart of our business and our culture. You won't find cubicles here<br /><br /> Management asks for everyone's ideas and problem-solving solutions<br /><br /> Employees are closer to the customer's needs<br /><br /> Entrepreneurial-spirited employees<br /><br /> Collaborative work environment<br /><br /> Ownership is the greatest self-identity at SugarCRM - you are making an impact now<br /><br /> We are a merit-based company - many opportunities to learn, excel and grow your career<br /><br /> Wednesday Lunch Demos<br /><br /> Movie Nights<br /><br /> Free onsite fitness classes at our U.S. Headquarters<br /><br /> Onsite Meetups - making connections with our community
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