Marketing and Community Comms Manager, Customer Feedback

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Marketing and Community Manager

The Research & Insights team plays an integral role in helping to transform the future of Salesforce. We ask our customers important questions because their honest feedback is crucial to our company's growth. Our organization analyzes data to drive innovation and decision-making that reflects the reality of how our customers use Salesforce - in, between, across, and around product clouds. Our findings inspire stakeholders to build better experiences and develop products that best serve our customers' needs. From the initial spark of an idea to our customer success, we share holistic and deep insights that balance both business and customer needs.

We are looking for a self-starting, team-oriented, and passionate marketer to develop and drive an internal and external marketing strategy to further elevate the great work our team is doing to our different stakeholder groups. The Marketing and Community Manager role is an opportunity to support a growing team that is responsible for collecting customer feedback at scale through both IdeaExchange, Salesforce's public-facing feedback tool, as well as our internal Voice of the Customer tool.

Job Details:

The IdeaExchange helps Salesforce collect customer feedback and insights at scale. Voice of the Customer is Salesforce's internal tool used to collect customer feedback from customer-facing Salesforce employees (e.g. sales and support teams). These two tools align to give Salesforce a 360 perspective on our customers' jobs to be done, which informs our product teams' roadmaps. This position will place you right at the center of the action, providing an opportunity to make an impact on our customer's product experience and guide our product teams' vision for the future of Salesforce products.

The Marketing and Community Manager will develop the internal and external marketing strategy for these feedback tools and the programs that support them; create assets and materials to support marketing efforts; track and manage program milestones; perform stakeholder management; and collaborate cross-functionally to deliver on our marketing strategy. The Marketing and Community Manager will also serve as the customer community liaison to build, drive, and improve customer trust and engagement around the IdeaExchange product. The ideal candidate for this role has experience developing and leading large-scale marketing strategies from the ground up within a large organization as well as managing direct customer engagement. This role will report directly into the Senior Director of IdeaExchange and Voice of the Customer.

In this role you will:

* Drive awareness & adoption of Salesforce feedback products with appropriate audiences: IdeaExchange and RoadmapExchange with Salesforce community members and Voice of the Customer with internal users
* Develop and execute an internal and external marketing strategy for the IdeaExchange and Voice of the Customer tools and programs
* Manage and continually improve external marketing communications with the IdeaExchange Community
* Manage and evolve internal communications with Product Management and other Salesforce stakeholders
* Own and maintain IdeaExchange brand and messaging across all channels including web, social, community channels, and events; create and update assets as needed (including creative)
* Pilot new marketing channels to drive interaction and increase new users within IdeaExchange and associated activities (i.e blogs, virtual events, podcasts, webinars, etc.)
* Lead strategy & execution for customer events serving the IdeaExchange community
* Develop an engagement strategy, participate, and drive communications in the Salesforce Trailblazer IDX community group
* Track top ideas and comments and engage the community in discussions
* Facilitate feedback gathering from the community on IdeaExchange roadmaps
* Help us glean the best opportunity areas, trending customer themes, and raise risks

PROFESSIONAL EXPERIENCE/SKILLS REQUIRED:

* 5 years minimum of relevant work experience in large-scale internal and external marketing initiatives
* Proven ability to develop complete internal and external marketing plans for a large organization
* Strong written and verbal communication skills and experience working with both technical product resources and customers
* Strong operational experience in identifying problems and developing solutions at scale to gain efficiencies and foster productivity
* Experience managing social channels such as LinkedIn, Facebook, Twitter/X, Discord, and large-scale community forums
* Get-it-done attitude and confidence to pick up and lead new projects even in the face of ambiguity
* B.A./B.S. degree or equivalent work experience
* Asset design skills and familiarity with Adobe suite
* Ability to travel to community events as needed throughout the year

PROFESSIONAL EXPERIENCE/SKILLS PREFERRED:

* Salesforce Marketer Certification and/or hands on experience with Marketing Cloud
* Experience working with research, analytics, or technical environments
* Experience working with geographically distributed teams

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