EverPro - Customer Marketing Manager

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

About EverPro and Service Fusion: 

Within EverCommerce, EverPro focuses on delivering specialized solutions to specific verticals. This role will be dedicated to supporting the Service Fusion business, a robust field service management software designed to streamline operations and drive growth for trade professionals. We're committed to fostering strong customer relationships and maximizing the value of Service Fusion for our users. 

Role Overview: 

The Customer Marketing Manager, EverPro (Service Fusion) will be the driving force behind customer engagement, retention, and advocacy for our Service Fusion users. You will develop and execute targeted marketing programs that not only increase product adoption but also build a thriving community of Service Fusion users within the field service industry. This role demands a deep understanding of the field service industry, a passion for customer success, and the ability to translate data-driven insights into impactful marketing strategies. You will be responsible for driving key Customer Marketing KPIs, including Customer Retention, Satisfaction, and Growth. 

Responsibilities: 

Develop and Execute Service Fusion-Specific Customer Marketing Programs:  

• Design and implement customer lifecycle marketing campaigns tailored to the unique needs of Service Fusion users, including onboarding, feature adoption, and retention. 

• Create and manage targeted email campaigns, in-app messaging, and educational webinars focused on optimizing Service Fusion usage. 

• Develop and manage customer loyalty programs and initiatives that reward Service Fusion users for their continued engagement. 

• Leverage marketing automation platforms (preferably Marketo) to communicate with customers and optimize pre-sale and post-sale processes. 

Drive Service Fusion Customer Retention and Advocacy:  

• Analyze Service Fusion usage data and customer feedback to identify opportunities for improving customer retention and reducing churn within the Service Fusion user base. 

• Develop and execute customer advocacy programs, including Service Fusion-specific case studies, testimonials, and user-generated content. 

• Cultivate a strong Service Fusion user community through online forums, industry events, and targeted engagement initiatives, including managing brand reputation through customer communications on email, in-app messages, Facebook groups, and review sites. 

Collaborate Cross-Functionally with Service Fusion Teams:  

• Work closely with the Service Fusion product, sales, and support teams to ensure a cohesive and seamless customer experience. 

• Partner with content and creative teams to develop compelling marketing materials that resonate with Service Fusion users. 

• Collaborate with analytics teams to track and measure the effectiveness of Service Fusion customer marketing programs. 

• Lead initiatives to ensure a clean hand-off between pre-sale and post-sale teams, minimizi