Lifecycle Marketing Group Manager, Ultimate
$130-194k
Conversational AI customer service builder
Job no longer available
Conversational AI customer service builder
201-500 employees
Job no longer available
$130-194k
201-500 employees
Company mission
To bring joy to customer service through the world’s most powerful virtual agent platform.
Role
Who you are
- Reporting to the Senior Director of Lifecycle Marketing, we are seeking an experienced and passionate Group Manager, Lifecycle Marketing to lead strategy and a growing team
- 10+ years of experience developing and leading engagement marketing strategy, focused on lifecycle marketing and/or CRM
- 5+ years marketing experience at a B2B SaaS company
- Exceptional leadership skills with proven ability to build and lead high performing teams
- Results-oriented with track record of delivering impactful marketing strategies and programs
- Highly collaborative team player with outstanding communication and interpersonal skills
- Strong analytical skills, able to draw actionable insights from data
What the job involves
- Zendesk is built on a unique combination of powerful software and human ability, which allows us to strike the perfect balance of innovation and empathy
- It’s what Zendesk is known for, and it’s why we're known as the intelligent heart of customer experience
- In this role, you will set the vision and oversee execution of comprehensive B2B lifecycle marketing campaigns to engage and move customers from onboarding, adoption, renewal to advocacy
- You will be a champion for the customer experience, a collaborative strategic partner with our cross-functional partners and an inspirational leader delivering meaningful business impact
- Set vision and develop comprehensive lifecycle marketing strategies that effectively guide customers through their post purchase lifecycle at scale
- Develop data-driven customer journey framework and maps to inform lifecycle strategies and cross-functional alignment
- Partner with Customer Success, Product Marketing and Content teams to ensure seamless customer experiences, effective handoffs, goal and measurement alignment
- Foster a culture of collaboration and high performance within your team to achieve business objectives
- Provide coaching and mentorship ensuring clarity of goals and professional development opportunities
- Oversee optimization of multi-channel marketing campaigns to drive business impact in alignment with business objectives
- Lead develop of sophisticated segmentation strategies to deliver targeted and personalized marketing messages
- Continuously test and optimize marketing tactics based on performance, data and insights to enhance lifecycle marketing effectiveness
- Collaborate with Services, Support, Content teams to produce compelling and educational content that supports customer success and drives retention
- Monitor, analyze, and report on campaign performance and customer engagement; use data to refine approaches and improve ROI
- Work with Customer Success, Customer Insights & Analytics and Support to inform insights roadmap and inform strategies
- Provide team members with tools and insights needed to effectively execution data-driven decisions and continuous improvements of lifecycle marketing efforts
- Lead a team of marketers, ensuring alignment with organizational goals and shared sense of ownership and accountability
- Act as a strategic partner and leader for cross-functional team ensuring alignment and cohesive customer experience
- Create an inclusive and motivational environment that encourages continuous learning, open communications and innovation
Our take
In the rapidly evolving landscape of digital transformation and eCommerce, businesses are locked in fierce competition, elevating the significance of customer experience. This places considerable strain on customer support teams to deliver exceptional services while managing costs. The solution to this challenge lies in AI-powered digital support automation.
Ultimate provides a no-code automation platform capable of automating up to 60% of support workloads. With a focus on NLP-powered technology, Ultimate has given itself a strategic edge. Its conversational AI is available in 109 languages, consistently positioning the company as a top contender in G2.
The onset of 2022 markets a string of successes for Ultimate, including a record-breaking first half, the appointment of a global customer success executive, and ongoing product innovation. Impressively, the company achieved a 166% growth in new brand partnerships year-on-year, securing major deals with influential names like Zoopla, Get Your Guide, iCard, and Conekta. Now the company is focused on expanding its presence in the US, while also securing even more strategic partnerships.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Dec 2020
$20m
SERIES A
Nov 2019
$3.5m
SEED
Total funding: $28.5m
Company benefits
- Scaled professional development: We're passionate about up-skilling our team and providing people with internal opportunities, so we all grow together
- Bespoke personal growth: Learn a new language, train for a marathon, take a coding course. Our personal development budget has you covered
- Flexible working: From office-lovers to homebodies, and anywhere in between, we encourage our team to work from their preferred location
Company HQ
Kreuzberg, Berlin, Germany
Leadership
Sarah Al-Hussaini
(Co-Founder & COO)An investment banker turned CX & AI expert, Sarah is passionate about diversity in tech and its power to create a better world. They were awarded Forbes 30 Under 30 in 2019.
Reetu Kainulainen
(Co-Founder & CEO)Reetu’s vision for Ultimate led tech giants like Maki Ventures and Techstars to back the fast-growing company. They are passionate about using AI to make CS agents’ careers more rewarding and joyful.
Jaakko Pasanen
(Co-Founder & CSO)As Ultimate’s Chief Science Officer, co-founder Jaakko leads the company’s in-house AI research unit in its mission to build the most powerful virtual agent platform for customer support.
Markus Rautio
(Co-Founder)Ever since they helped develop what would become Ultimate at a Helsinki hackathon, Lead Engineer Markus has been using their technical expertise to build products with meaning alongside his co-founders.
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