Customer Communications and Analytics Manager

US - CA - Carlsbad, US - TX - Bryan/College Station Ref #1717 03-Oct-2018

Job description

We are looking for a dynamic individual with strong marketing communication skills to join our growing company! A well-qualified candidate will exhibit the abilities to plan, develop, and implement messaging for customer communications across our Global Business Solutions group.  You will work in partnership with our customer support call center, product development, finance, sales, and marketing teams to increase customer lifetime value while optimally using company communications platforms/resources. 

Key Deliverables/Goals:

  • Architect and manage all transactional correspondence and promotions presented to our  customers.
  • Lead integration of critical operational data from back office systems to personalize campaigns in Marketo.
  • Find ways to provide more value to customers, while increasing their satisfaction and share of wallet.
  • Conceive and create clear and impactful communications.
  • Test and Optimize. We're always looking to improve messaging. What are the latest trends, topics, and stories we should be telling? Are there common hurdles the support team gets frequent calls on that we should proactively be addressing?
  • Insights and Analytics: Roll-up all customer retention metrics into actionable insights.


Day-to-Day

  • Manage and optimize customer communications from onboarding through disconnect and across multiple channels such as email, IVR, and print.
  • Monitor customer communication operational data daily to ensure effectiveness and system compliance.
  • Develop and execute transactional and cross-sell/upsell email communications in Marketo.
  • Conduct quarterly customer reviews of overall account health including benchmarking, adoption trends and best practices.
  • Meet regularly with customer teams to collect needs and feedback, also ensuring communications are aligned with pre-sale activities.
  • Ensure all communications are executed within brand guidelines.

Requirements:

  • Bachelor’s degree
  • 5+ years of meaningful email or digital marketing experience
  • Minimum 2 years of experience in CRM role
  • Extensive experience using data and information to increase customer engagement
  • Excellent writing skills
  • Proficiency with:
    •    Marketo 
    •    Salesforce 
    •    Digital marketing
    •    HTML
    •    Web analytics platforms
    •    Microsoft Office
  • Familiar with:
    • Tableau
    • Billing systems/processes
  • Excellent communication skills and ability to craft engaging copy
  • Self-driven entrepreneurial spirit
To learn more about this site and other office locations, please click here!

Additional requirements

Minimum education:

BA/BS

Years of experience:

5-8 years

Travel:

Up to 10%

Citizenship:

None

Clearance:

None

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Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse enviroment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, or veteran status.

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