ICW Group is looking for a highly effective marketing analyst and go to market specialist (Customer Success Manager) with superb written and verbal communication skills to drive adoption of enterprise products and services. The CSM will develop, guide and implement comprehensive marketing plans: value proposition development and quantification including high-reaching positioning, messaging, end-user & channel marketing and MarCom strategies to achieve sales and profit objectives.
As a member of the Customer Experience team, you will play a pivotal role in surfacing valuable insights, building return of investment models, and analyzing data sets to optimize marketing effectiveness. You'll be responsible for marketing strategy and goals across products and program performance through multiple marketing channels. You'll work to continuously find ways to innovate and improve scale, reach, quality and impact of our campaigns.
You will drive alignment between the Sales, Marketing, Customer Service and Customer Technology departments to demonstrate ICW expertise and to deliver premier customer experience. You will support the overall effectiveness of the team. You will build, run and direct the internal and external training content, teaming up with product owners, to drive product adoption based on the audiences or users requirements.
We are seeking a great cultural fit– a problem solver by nature, always seeking to understand and go the extra layer, analytical/data driven, comfortable with change, ambiguity, and always looking to improve things for your team and the company as a whole.
Training, Change and Project management:
Develop and execute change management plans
Deliver end user orientation and training to support organizational adoption goals and internal training:” selling” benefits to internal teams, customized "WIIFM" communications and content development training.
Educate team members on new functionality and scheduled features
Define, create and coordinate Knowledge Management processes across the organization based on 'best-in-class' practices
Responsible for handling team wide daily activities, which include development, implementation and maintenance of metrics and management of workload
Lead daily efforts to build our share of voice and product awareness
Strategic Marketing Planning and Effectiveness
Shape growth marketing communications across different channels
Establish and execute consistent and professional processes for core marketing tasks such as pre-launch framework and launch blueprint.
Develops and recommends product positioning, packaging, and pricing strategy to produce the highest possible long-term market share.
Coordinate and ensure joint marketing messaging and objectives for campaigns that produce leads and referrals.
Leads communications that include meaningful engagement for the business and includes quarterly business reviews, newsworthy events and critical issues.
Develop a keen understanding of customers’ business needs and challenges
Focus groups – working closely with Marketing Automation Manager to support feedback
Lead adoption of solutions within client organization and create return on investment scorecards for benefits delivered.
Achieves objectives by contributing metrics and recommendations to strategic plans and reviews, preparing and completing action plans, implementing productivity, quality, and customer success audits, identifying customer success trends.
Utilize data to maintain a pattern of improvement in marketing campaigns: heat mapping, CTR, Pardot analytics, A/B testing, evaluation of user trends, etc.
Own effective communication – scorecards, dashboards, highlights, events, updates, etc. that drives your agenda to partners and influencers.
Use the appropriate learning strategies to roll-out experiences that deliver improved business outcomes
Develop Sales enablement materials including product promotion and demonstration videos
Competitive and Industry Analysis
We are looking for someone that will Monitor competitive activity and share with core CX and WCU teams, Track competitors’ activities, and curates and manages competitive intelligence in partnership with other members of the product marketing and product management team.
We need a Dedicated communicator that has the ability to multi-task and handle matters with no supervision and with excellent follow up, provide great attention to detail with strong project management and organizational skills. And have demonstrable experience designing and implementing successful marketing campaigns
BS degree in marketing, communications or relevant field. MBA a plus.
5 - 7 years in product marketing
2+ years working customer feedback management, customer experience (Optional)
Familiarity with SPSS, MiniTab or advanced Excel knowledge
Solid knowledge of SEO, PPC, web analytics, marketing programs, and content marketing
Experience with CRM software and digital marketing tools and techniques
Are you passionate about teamwork?
Do you enjoy leading data driven projects to completion?
Are you A self-starter who takes the lead to resolve issues?
We Want to talk to you!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status
About ICW Group
Based in San Diego, ICW Group Insurance Companies is the largest group of privately held insurance companies domiciled in California. Quoting more than $3 billion annually, ICW Group represents a group of Property, Auto and Workers’ Compensation insurance carriers, including Insurance Company of the West and Explorer Insurance Company.
ICW Group is recognized nationally as an industry leader in helping policyholders achieve fewer and less costly claims, and is committed to meeting the needs of its policyholders and elevating the trusted agents and brokers who advise them. The company offers its insurance products through an independent network of experienced and professional agents and brokers.