About the Company
Growing B2B Software-as-a-Service (SaaS) company specializing in Cloud Telephony and Contact Center Solutions. The
services include enterprise-grade VOIP phone systems, call analytics, and customer support integrations (like Zendesk).
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About the Role
This is a highly versatile and strategic role that spans Marketing, Sales Support, and Customer Service. As the Marketing professional, you will:
- Develop and implement comprehensive marketing plans to drive brand awareness and promote B2B SaaS solutions.
- Manage the digitalization of marketing efforts, leveraging modern tools and channels to reach target audiences effectively.
- Execute a full product marketing strategy, ensuring alignment with company objectives and client needs.
- Focus on attracting and maintaining client relationships through strategic marketing initiatives and exceptional customer service, rather than traditional sales approaches.
This role is ideal for a candidate who is adaptable, entrepreneurial, and eager to understand the product from the ground up, taking ownership of marketing initiatives and contributing to business growth.
Key Responsibilities
Marketing
- Strategy & Analysis: Conduct market research to understand target audiences, customer needs, and competitor activities in the Cloud Telephony/Contact Center space. Develop and implement comprehensive marketing plans and campaigns that align with business goals.
- Campaign Management: Oversee the planning, execution, and performance analysis of campaigns, focusing heavily on Google Ads and LinkedIn for awareness and lead generation.
- Content & Branding: Create engaging content for websites, social media, and email. Manage the company's social media presence, focusing on the right tone and messaging. Establish the branding and company identity through effective storytelling.
- Digital Execution: Manage the digitalization of marketing efforts and execute marketing plans, focusing on a trial-and-error approach for rapid learning and optimization for SaaS customers.
- Reporting: Analyze marketing data to track campaign performance and provide actionable insights for continuous improvement.
- P.R. & Agencies: Work with internal teams, external agencies (including recruitment partners), and media partners to ensure successful campaign execution.
Sales Support
- Documentation & CRM: Maintain and record accurate customer data in CRM systems. Contribute to improving and updating sales documents and internal renewal processes.
- Order & Renewal Management: Process incoming customer orders, ensure timely delivery, and track status. Manage and facilitate the timely renewal of customer accounts.
- Quotation & Billing: Ensure the accuracy of quotations, follow up for timely signatures, and assist in identifying factors affecting pricing. Collaborate with Accounts and Billing departments to clarify quotations, purchase orders, and complex billing matters.
- Travel: Willingness to travel locally and internationally for customer meetings as needed.
Customer Service & Success
- Customer Engagement: Proactively engage across all channels to build customer trust and become a trusted advisor. Uphold the organization's reputation in all interactions, representing our service values.
- Issue Resolution: Address customer concerns and complaints promptly and effectively, ensuring timely communication and follow-up. Utilize and master CRM systems (e.g., Zendesk) for efficient issue tracking.
- Strategic Growth: Understand customer objectives to proactively recommend relevant subscription upgrades, add-ons, or alternative plans (e.g., for Cloud Telephony/Contact Center features). Build strategic partnerships to enable mutual growth.
- Feedback & Improvement: Regularly gather and analyze customer feedback via surveys and interviews to champion their needs in product development and service improvements. Create customer satisfaction reports for continuous improvement.
- Product Knowledge: Continuously improve product/service knowledge and digital literacy, mastering relevant software and tools, particularly our web portal and Cloud Telephony/CRM systems for efficient customer and data management.
- Customer-Centric Approach: Adopt a customer-centric approach in all aspects of work, ensuring the customer's perspective is at the forefront of every decision and initiative.
Requirements
- Experience: Proven experience, with Marketing as the most significant component, in a Marketing, Sales Support, or Customer Success role, ideally within a B2B SaaS, IT, or Telecommunications environment
- Attitude & Skills: A good attitude, ready to learn, and hungry for success. Must demonstrate critical thinking, independence, initiative-taking, and problem-solving skills.
- Communication: Excellent command of English with the ability to articulate ideas clearly and persuasively.
- Creativity: A strong sense of creativity; candidates with a background in Arts or a good understanding of creative methods are highly valued.
- Versatility: Adaptable and comfortable working in a small, fast-paced company where you will need to take on diverse responsibilities.
- Digital Literacy: Proficient in relevant software and tools, including CRM systems (e.g., Zendesk) and digital marketing platforms like Google Ads and LinkedIn.
