Lenovo

Sr. Manager, Cloud and Software Customer Marketing

Lenovo Cloud and Software has an immediate need for an experienced customer marketing manager to lead a team of marketers in driving renewal and upsell revenue through customer activations, communications and in product experience.  You are a fit for this role if you have a customer first mindset, are comfortable defining, implementing, and measuring the customer journey from trial through to long time loyal customer using a full stack of marketing channels from email, events, ABM, content and in product experience.  You will have mastered translating customer insights and feedback into action.  In this role, you will be responsible for strategic customer marketing, retention, and cross-sell programs to drive adoption, loyalty, and growth.  You will also own email as a key channel to drive customer conversion, adoption, and renewal. 

What you’ll do:

• Responsible for customer marketing across the full Cloud and Software portfolio of 1st party and third-party products
• Define, implement, and manage strategic customer programs that drive adoption, upsell and renewal.
• Help guide the in-product onboarding customer experience with key content and customer communications
• Measure the ROI and impact of customer marketing activities globally for customer retention, adoption and upsell
• Work with our Account management team to define new marketing programs and initiatives that drive expansion and loyalty within our customer base
• Build the strategy and execute on nurture flows that convert customers’ trial to paid both in product and out.
• Build a scalable framework across the portfolio to drive adoption, upsell and renewal of HW attach SW sales.
• Build a scalable customer case studies program that provides global proof points across the portfolio.
• Create and implement a strategy for ongoing customer communications including newsletter, product updates and announcements, etc
• Lead the team that executes on all customer marketing
• Leverage data models and customer insights to identify ways to segment and target customers to drive usage. Develop plans to test variety of hypothesis to drive engagement and usage.
• Conduct qualitative and quantitative research as needed to understand customer behavior and best way to position Lenovo Software products

Experience required:

• Demonstrated a high bar for performance for yourself and others on your team
• Excellent communication skills, outstanding attention to detail, and the ability to execute on strategic programs that meet customer needs
• Can balance the analytical and creative worlds to achieve world class marketing
• Biased toward action, a great collaborator, and a master at making the complex simple
• Experience in understanding how to prioritize and drive projects to completion and success, working with tight deadlines in a fast-paced environment
• Track record of partnership with cross-functional teams, including work with account/customer management teams.
• Experience with customer satisfaction programs like NPS as a tool to measure success

Qualifications required:

• Bachelor's degree in marketing, business, or a related field.
• 10+ years of customer marketing experience in a SaaS Software environment, with a strong track record of driving customer retention through a variety of channels.
• Experience leading a cross-functional team
• Strong data analysis skills and experience using data to inform marketing strategies and tactics.
• Excellent communication and collaboration skills, with the ability to effectively influence and negotiate with stakeholders.
• Knowledge of marketing automation tools and experience with AB testing and conversion rate optimization.