Invoca helps the modern marketer drive inbound calls and turn them into sales. Our platform delivers the inbound call intelligence required for marketers to optimize customer engagement and sales beyond the click. From attribution to intent, marketers gain a complete understanding of the customer’s journey across digital, mobile and offline touch points so they can optimize their marketing spend, drive quality inbound calls and deliver a better customer experience.

Invoca is successful because of our people, whom we consider world class. We are focused on building a great company and product while providing growth and learning opportunity for all of our team members. We are different, we are innovative, we are customer focused and dedicated to winning. 

We are here to...

• To develop outstanding and innovative technology, as the means to solve our customers' problems.
  
• To win by playing fair. We challenge ourselves to be the best and do what it takes to triumph, without compromising our integrity.
• To consistently exceed our customers' expectations. We strive to deliver the best possible customer experience, from the smallest detail to the largest deal.
• To have fun. We're in this for the long haul, so we better love what we do and enjoy doing it together.

Join us and add to our culture, we seek your input and contribution to our success.

As our Customer Community Manager you are passionate about engaging with customers in an omni-channel world to inform, educate and evangelize on behalf of our customers and our cloud-bases SaaS solution. In this key new role, working closely with Customer Success colleagues and the Marketing and Sales teams, you will be responsible for driving engagement to support customer health, retention and growth, as well as ensuring our customers are passionate and reference-able Invoca advocates. 

Are you up for the challenge? As we rapidly grow our customer base, the importance and challenges of maintaining our healthy customer community are growing too! The primary focus for this role is on creating and implementing a customer lifecycle communications program that delivers maximum value to our customer community – with the end goal of increasing customer satisfaction, renewals and long-term growth. 

Responsibilities:

• Maintain and improve customer health, retention and growth by automating key communications in the customer lifecycle, including Onboarding, Usage, Adoption, Growth and Retention 
• Manage a series of personal and automated touchpoints and to drive onboarding and ongoing customer experiences that delight and surprise our customers
• Align with the Customer Success organization to support initiatives to grow and expand existing accounts through adoption, cross-sell and upsell opportunities 
• Coordinate with Marketing to deliver on customer advocacy, referrals and content programs
• Work with Sales to generate demand from the customer base via cross-sell and upsell opportunities
• Become an expert on - and help refine - our end-to-end customer lifecycle and growth path to help maximize ROI for customers and LTV of customer
• Own customer success funnel metrics including customer success qualified leads (CSQLs), ROI from advocacy programs, and SaaS (negative!) churn metrics 
• Set KPIs and track key metrics and targets for customer engagement, health, renewals, growth and reference-ability
• Champion information and knowledge that makes our customers heroes in their organizations - including industry specific events, trends, and thought leadership 

• 2+ years setting strategy for customer community development, identifying growth and retention initiatives, and leading advocacy and referral programs in SaaS 
• Knowledge of and demonstrated thought leadership related to current and next generation community engagement best practices
• 3+ years experience in account management, community management, online marketing or equivalent with a focus on the customer experience
• Solid working knowledge of Salesforce, Marketo, BI tools and other customer and marketing automation systems. Knowledge of customer success platforms a plus
• Strong written, verbal and social media communication skills. Really strong!
• 4 year degree in business, marketing or equivalent BA/BS degree required.
• Enthusiastic and energetic team player with proven cross functional skills

Invoca Offers:

• Competitive salary and performance compensation
  
• Stock options in a fast-growing company
  
• Excellent medical benefits and paid time off
  
• 401K plan with company matching
  
• The chance to work closely with a management team with big wins under its belt
  
• Be part of dynamic team 
  
• If you’re a smart, motivated, high-integrity rock star, come join our team!

To all recruitment agencies not contractually engaged with Invoca: Invoca does not accept agency resumes. Please do not forward resumes to our jobs alias, Invoca employees or any other company location. Invoca is not responsible for any fees related to unsolicited resumes.