Customer Marketing Manager

Vantaca’s vision is big. We are the leading community management performance software that enables owners and operators, community management teams, and boards and associations to improve business performance. More than just accounting and management software, it is business operating software that helps increase revenue, efficiency, flexibility, and control. A modern cloud architecture with a single-platform design that adapts to 100% of business processes, has proactive reporting, and can integrate with the software and banking partners of choice. Vantaca is focused exclusively on community management and is the trusted and proven technology leader in the community association management industry.

We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work. We are authentic game changers that are building something cool and people like it here.

Overview

As the Customer Marketing Manager, you'll spearhead pivotal initiatives in customer expansion, advocacy, and community engagement. In this role, you'll oversee three critical areas: customer expansion and upsell, customer advocacy and referral, and customer community and thought leadership. Your responsibilities will evolve, but currently, you'll spend about 40% of your time on customer expansion, driving strategies to identify and capitalize on growth opportunities within our existing customer base. Collaborating closely with cross-functional teams, you'll ensure seamless customer journeys and enhance overall experiences.

You will also dedicate about 30% of your time to fostering customer advocacy and referral programs. Your efforts will cultivate strong relationships with existing customers, turning them into vocal advocates for our products and services. Crafting compelling success stories and managing advocacy programs, you'll incentivize customers to share their positive experiences.

Additionally, you will spend 30% of your time building a vibrant customer community and positioning our company as a thought leader. You'll facilitate industry-leading content creation, plan engaging events, and collaborate with stakeholders to leverage customer insights for thought leadership initiatives. This multifaceted role offers an exciting opportunity to make a significant impact within our organization and industry.

Success Metrics and KPIs:

• Customer expansion: help drive customer demand generation from several key channels: content, product campaigns, events and community. This is the main KPI the Customer Marketing role is responsible for and will be tied to the variable compensation component.
• Pipeline creation + acceleration: partner with and support customer expansion reps with targeted product marketing campaigns, filling and accelerating their pipeline with qualified meetings.
• New logo Demand Gen: build and scale a customer reference channel for new logo demand generation (grow current attribution from 8% of new opportunities created to 15% in 2024)
• Customer community: build a thriving customer community with 40%+ customer engagement and participation.

Personal Characteristics

• Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the product. Always ready to learn quickly, helping themselves and the team grow.
• Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily work, working closely with the team, listening to their ideas, and celebrating successes together.
• Accountability Starts with Me: Notices problems and takes personal action to solve them.
• Unwavering Commitment to Customer Experience: Regularly talks to customers, taking personal responsibility to understand what they need, address concerns, and make their experience better with improved Vantaca processes.

Customer Expansion

• Develop and implement strategies to drive customer expansion and upsell opportunities.
• Collaborate with cross-functional teams, including customer success and product, to identify and capitalize on growth opportunities within the existing customer base.
• Work the broader marketing team (Product Marketing and Demand gen) to plan and execute customer expansion campaigns
• Partner with the Product team to analyze customer data and behaviors to identify upsell opportunities and tailor marketing campaigns accordingly.
• Work closely with the Customer Success team to ensure a seamless customer journey and enhance the overall customer experience.

Customer Advocacy and Referral

• Create a program to establish and nurture strong relationships with existing customers to turn them into advocates for our products and services.
• Design and execute customer referral programs to drive new business through existing customer networks.
• Create compelling customer success stories, testimonials, and case studies to showcase the value our products/services bring to clients.
• Develop and manage a customer advocacy program that encourages and rewards customers for sharing their positive experiences.

Customer Community and Thought Leadership

• Build and foster a vibrant customer community, both online and offline, to enhance customer engagement and loyalty.
• Work cross-functionally with CS and product team to build a scalable framework and strategy behind customer community. This role will be the main owner, but will delegate components of the community to appropriate parties in other departments (CS, Product, Parners)
• Position the company as a thought leader in the industry by helping create valuable content, including blog posts and presentations. Create a destination for industry leading content:
• Facilitate thought leadership and best practice sharing.
• Work with industry influences (internal and external) to follow and address key trends.
• Create and monitor discussion groups for content that can be made public (prospects and customers). Leverage such content to attract wider industry participation.
• Help plan and execute customer events, webinars, and forums that promote networking and knowledge sharing.
• Collaborate with internal and external stakeholders to identify and leverage customer insights for thought leadership initiatives.

Qualifications

• Bachelor's degree in Marketing, Business, or a related field.
• Proven experience in customer marketing, account management, or a related role.
• Experience with Marketing Automation/CRM platforms (HubSpot preferred).
• Ideally, strong understanding of HOA/Community Management/Property Management.
• Strong understanding of customer lifecycle management and upsell strategies.
• Excellent interpersonal and communication skills with the ability to build and maintain strong customer relationships.
• Creative thinker with the ability to develop innovative marketing programs.
• Data-driven mindset with the ability to analyze and derive insights from customer data.
• Experience with customer advocacy programs and community building is a plus.

Our Value Prop to Employees

• Our eNPS is +37! (Google it, that is great).
• Benefits: Medical, Dental, and Vision kick in day one.
• Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year).
• 401K with Company Match.
• Remote Flexible - come to the office when needed.
• Great parental leave benefits.
• Named on Inc 5000 list of America’s Fastest Growing Private Companies (2021, 2022 and 2023).
• Named on Inc 5000 Vet 100 Private Companies list multiple years in a row.
• 2021 Winner of Coastal Entrepreneur Award, Technology Category.
• Active employee-led Culture Committee.
• Ongoing industry and professional development trainings available to all employees.
• Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community.
• We’re playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We’re building something cool and people like it here.

Although we do business around the US, we call North Carolina home. NC was just ranked the #1 state for business in 2022 and 2023 by CNBC and we believe it! The state, and in particular the Wilmington area, is a great place to live and do work. Wilmington, where Vantaca is headquartered, really has something for everyone. Historic Downtown Wilmington runs along the Cape Fear River and offers dozens of shops, restaurants and live entertainment opportunities. If you want to spend some time outdoors, get some sun or go surfing or fishing, you can pick a spot along one of our beautiful beaches. Explore info about where we’re headquartered at www.nccareercoast.com