Customer Marketing Operations Manager (REMOTE)

Job Description

Join us as we pursue our mission to remove the barriers between data and action, so that everyone thrives in the Data Age. Splunk is filled with people who are passionate about pushing the boundaries of technology in an effort to help our customers succeed. As the world’s first Data-to-Everything Platform, Splunk is creating a world where data provides clarity, elevates discussion and accelerates progress. We invite you to explore what has made us one of the fastest growing technology companies in history, and how you can be an integral part of our journey!

Role

The Customer Marketing Operations Manager, reporting to the VP of Customer Marketing and dotted line to the Head of Marketing Operations, will be responsible for partnering with the marketing leadership team to refine our strategy as well as leading its execution across all channels. The main charter is to help build this new marketing function, be the “go to” operations & data person in the team and help set up the regular interlock between the Splunk Go To Market team (Customer Success, Sales & Marketing). The role will help ensure the team is delivering the right outcomes. outcomes aligned with Community growth, Customer Advocacy & Showcases, Customer Success Marketing and assist in ensuring budgets are being fully optimized. This person is empowered to seek key initiatives, drive performance and ensure all the proper conversations are happening across Marketing. Key stakeholders for the role include Customer Success leadership & operations, Marketing leadership & operations and Sales operations.

Responsibilities

• Dedicated partner to the Customer Marketing team to help define the Marketing strategy based on data driven analysis. Key contributor to all management meetings and become an integral part of the leadership team for Customer Marketing.
• Establish your role as the key champion to drive business improvements to help Customer Marketing team unlock their contribution to Sales, Customer Success and the rest of the Marketing organization
• Measure and help refine the impact of field and customer facing programs such as Executive Briefing Centres, CxO programs, Customer Advocacy, Community Engagement, Retention Marketing, Services Marketing
• Define, drive and build the Customer Marketing cadence, KPIs and operational metrics including Net Retention Rate, deflected support cases, pipeline impact, customer advocacy, community health, etc.
• Ensure we’re measuring the right programs and delivering the right outcomes through discovery, prototyping, analytics and reporting of results
• Provide day to day support on budget allocation and performance to ensure we are using every dollar of Marketing spend to the fullest. Review marketing mix/channel performance with different teams to optimize trade-offs.
• Lead operational cadence and drive regular interlocks with GTM/Marketing to monitor performance against plan, identify key potential issues, track progress against key action items, etc.
• Run regular calls with GTM leadership to monitor pipeline, retention, customer success, advocacy and community health aligned with Marketing contribution.
• Strong focus on all our Marketing leading indicators to identify key trends and provide accurate insights so we can course correct if needed.
• Establish a data-driven culture across Customer Marketing to champion our contribution and drive positive ROI on our program investments.
• Run post-mortem meetings on key Marketing programs to assess what is driving the best outcomes and how to replicate it across theaters.
• Lead key initiatives across Marketing that will have a positive impact on growth, productivity, retention, and/or the customer experience.
• Provide key ad hoc analysis to help the management team refine/adjust the strategy as needed.

Requirements

• 5+ years of Marketing Operations experience with at least 2-3 years of understanding SaaS B2B Marketing.
• Full immersion in all Marketing channels (both offline and digital) at a rapidly growing SaaS organization focused on a B2B audience
• Confirmed experience of driving Sales/Marketing/Customer Success alignment and being accountable to driving pre and post sales marketing results.
• Experience with Marketing tech stack, performance marketing, and reporting/attribution tools such as Eloqua, Salesforce, Gainsight, Tableau
• Proven track record of converting data-driven analytics to gain customer insights, set Marketing mix and drive targeted campaigns
• Strong experience in collaborating effectively with key Sales/Marketing/Customer Success stakeholders and leading by influence.
• Be comfortable working with and driving data first approach to segments, target lists etc
• Build repeatable processes & cadences around customer journeys, targeted and segmented emails and communication
• Experience with running a quarterly budget to drive qualified leads and opportunities, while maintaining a low customer acquisition cost
• Ability to drive and lead change management programs across functionally and geographically distributed strategic partner organizations.
• Strong intellectual curiosity to develop and embrace new standard methodologies to build a continuous improvement culture.
• Combines competitiveness with empathy, along with a high-level of personal and professional integrity.
• Bachelor's degree required. Master's degree is a plus.
• Based in the United States and be willing to travel 10% of the time.

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.