Customer Engagement Manager

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L2L is on a mission to empower workers to manufacture better together. We started as a small team of manufacturing experts, and we created a no-code platform that is a cloud-based, open-environment system with customizable solutions in more than 23 languages across a plethora of vertices. We are experiencing rapid growth, and now is the time for us to add a talented customer engagement manager to our team.

Role

We are seeking a dynamic and strategic customer engagement manager to join our team and drive localized marketing initiatives for L2L's products and services. Reporting to the director of revenue marketing and collaborating closely with sales, you will provide invaluable insights into local market conditions, contributing to the achievement of ambitious sales growth targets. You will also play a pivotal role in developing and executing comprehensive field marketing strategies aimed at driving brand awareness, lead generation, and revenue growth.

Responsibilities

• Customer engagement: Develop and execute comprehensive ABM programs, seamlessly blending demand generation/acquisition campaigns with initiatives focused on customer retention. Create and implement diverse multi-channel strategies, encompassing live events, trade shows, digital campaigns, and webinars.
• Customer campaigns : Generate compelling and on-brand campaign copy to engage customers across various platforms. Create ABM 1:1 campaigns to enhance engagement and drive expansion opportunities.
• Customer advocacy: Collaborate with customer success team to develop and execute customer advocacy programs that highlight success stories and drive brand loyalty. Design and implement customer satisfaction surveys and Net Promoter Score (NPS) programs to measure and track customer sentiment and loyalty.
• Community building: Foster the development of customer communities or forums where customers can connect with each other, share experiences, and provide mutual support.
• GTM strategy: Collaborate with cross-functional teams, including product, sales, and customer success, to support effective go-to-market initiatives. Work closely with the sales team to formulate targeted marketing plans tailored to ICP and key strategic accounts. Innovate and employ creative approaches to engage new stakeholders, particularly within target accounts.
• Agency relationships: Liaise with agencies and media partners when necessary to build successful and productive relationships that result in improved performance.
• Reporting: Help to track and measure all customer marketing programs, optimizing resources against objectives, and actively participate in planning marketing budgets for maximum ROI.

Requirements

General Experience

• Bachelor's degree, preferably in marketing or related field and 3+ years of experience in B2B field marketing or customer engagement marketing
• SaaS or technology environment preferred; manufacturing industry experience a huge plus

Technical Experience

• Strong experience with HubSpot for CRM and marketing automation
• Experience with ad platforms like Google Ads and LinkedIn
• Experience with webinar software like ON24, Zoom, or WebEx
• Experience with analytics tools like Google Analytics, Search Console, or SEO platforms (e.g., SEMRush or Moz Pro)
• Experience with graphic design tools like Canva
• Experience with Google Suite

Skills & Traits

• Hands-on experience successfully leading demand generation and customer campaigns
• A customer-centric mindset
• Ability to manage multiple ongoing marketing projects simultaneously in a fast-paced environment
• Proactive, with acute attention to detail
• Critical thinker with strong writing, communication, and time management skills
• Exceptional interpersonal and relationship-building skills, with proven ability to collaborate across functions

Preferred Qualifications:

Strong candidates will be self-starters with the ability to work through ambiguity. We highly value people who are humble, learn quickly, and deliver results. At L2L, we are focused on empowering our clients, and our team, by working together.

Preferred locations :

L2L practices a remote-first approach while offering office space in Burlington, MA. Due to the collaborative nature of this role, there is a preference for candidates in the New England area.

About L2L:

L2L is on a mission to empower workers to manufacture better together. How? By digitizing shop floor processes and presenting information to workers in ways that make plants more efficient, reliable and profitable.

L2L is a connected workforce platform that creates real-time visibility across all departments, enables the entire workforce to systematically identify and solve problems, and provides workers with the personalized information they need to do their best work. More than 225,000 frontline workers love how L2L gives them the confidence to perform at their best.