Senior Customer Engagement Marketing Manager

Date: Feb 22, 2023

Location: Columbus, OH, US, 43202

Company: American Chemical Society

Division Overview

The Publications Division of the American Chemical Society (ACS Publications) serves a global account base of more than 5,000 institutions with products including 75+ scholarly journals, multiple book series, authoritative references, data products, and a suite of digital learning products, all focused on chemistry and chemistry-related topics.  It thus provides its members and the worldwide scientific community with a comprehensive collection of high-quality information products and services for the practice and advancement of the sciences.

 

 

Department Overview

The Global Marketing Department within ACS Publications is responsible for developing marketing strategies and integrated campaign plans to engage our target audience and strengthen our relationships with them. The Department’s objectives for engaging our audience are to increase the brand equity and, ultimately, enable the revenue capture for the Division’s product lines. The current target audiences include researchers, authors, reviewers, editors, institutional/corporate librarians, and administrators, funders, ACS members, and the range of end-users. Our division’s product lines include subscription and one-time-sale access to a variety of peer-reviewed scientific content including journal, books, news, reference, and data products.  We also supply institutional customers with a growing suite of digital learning products.

 

 

Position Summary

An individual contributor Reporting to the Director of Institutional Product Marketing, the Senior Customer Engagement Marketing Manager will develop programs across all product lines to ensure institutional customers realize maximum value from their product acquisitions.  The incumbent will work with sales, support, and product teams to identify and develop the materials, content, and deployment mechanisms necessary to facilitate and encourage utility within all product suites.  This position will conduct some direct-to-customer training but in most cases this position will design programs to be deployed by sales, field marketing, and customer support teams.  Bridging the gap between sales and support, the goal is to execute programs that brand/product loyalty, retention, and growth.

 

 

Accountabilities

  • Extracting case studies and testimonials from key satisfied customers and integrating into product marketing and customer engagement resources
  • Identifying and creating (or coordinating the creation of) customer engagement content for each product suite
  • Sustaining business growth and product utility by helping customers realize maximum value for the products to which they subscribe
  • Develop customer experience intelligence through data and market analysis techniques
  • Create and guide the creation of training, onboarding, and instructional materials for products
  • Teaching a global team of sales representatives and agents to conduct onboarding and training and assist or coordinate in delivering customer engagement programs
  • Establish and document through sales channels clear client retention goals and utility milestones
  • Promote the value of the brand and the product while cross promoting complementary products
  • Review customer complaints and concerns and seek to improve the customer experience

 

 

 

Education/Experience/Technological Knowledge

  • Bachelor’s degree in marketing, business, or related field required
  • 5-10 years marking or sales capacity and at least 3+ years proven experience as a Customer Success or Engagement Manager or similar role
  • Experience in B2B and B2C customer success strategies and tactics
  • Experience working with brand image and promoting value through customer experience
  • Exceptional ability to collaborate, communicate, and foster positive business relationships
  • Self-driven, proactive, and quick to develop product knowledge
  • Highly organized and able to multi-task.
  • Demonstrate leadership qualities, professionalism, and ability to effect action through influence
  • Experience with composition, content creation, and oversight of creative process
  • Knowledge of customer success processes
  • Patient and active listener with a passion for service
  • Expert in MS Office (PPT & Word), proficient in creative tools
  • Proficient organizing and hosting online training
  • Alternative language skills are desirable but not required

 

 

This position will be primarily based in the Columbus, OH office. Applicants interested in working in our Washington, DC office will also be considered. ACS employees work a hybrid work schedule, consisting of working onsite three-days per week. ACS employees are typically in the office on Tuesday and Wednesday with the third in-office day scheduled in consultation with the manager. While always welcome to work in the office, employees may work the other two days of the week from a location of their choice. New employees are immediately eligible for this hybrid work arrangement. ACS offers relocation assistance, if applicable.

 

Must be able to travel internationally.  Approximately 10% travel anticipated.

 

EEO/Minority/Female/Disabled/Veteran


Nearest Major Market: Columbus