Customer Marketing Manager ( B2B/SaaS Hybrid in San Diego)

Who We Are

With a legacy spanning 20 years, IPS is the market leader in practice management software for chiropractic, optometry, and therapy practices across the United States. We stay ahead of the pack by constantly innovating, growing, and developing new products and services that serve the health and wellness profession. Our vision – to be the most loved, most essential software and service provider for every practice – is not just words. They reflect who we are as a company, and who we are as people.

Marketing Department Overview

The Marketing department serves as a primary growth engine for all of IPS’ business verticals. We are the fuel that drives customer acquisition, conversion and retention through increasing brand awareness and promoting IPS’ products and services. We are the face and voice that represents IPS and its brands. We care as much about our team as we do about our products. If you are looking for a role in a team that is the voice of IPS and has the mentality of a start-up with the resources of a legacy brand, then the Marketing department is right for you.

Your Career Opportunity

We are seeking an experienced Customer Marketing Manager with experience in a B2B SaaS company. The successful candidate will be an integral part of the Marketing Team and play a critical role in helping to support the growth of the organization through community engagement across our social media platforms that will capture the hearts, minds and loyalty of our prospects and customers.

Your Areas of Accountability

• Social Reputation Management:
• Manage social reputation of IPS’s companies on primary social media platforms and review sites to ensure consistent acquisition of positive customer reviews and social commentary.
• Customer Service:
• Provide exemplary customer service by responding to customer inquiries and comments on social platforms in a timely manner.
• Quickly, and knowledgeably field questions and comments about products and services, answer them appropriately and provide a course of action or solution.
• Respond to potentially negative feedback with poise, grace, and respect.
• Internal Social Liaison:
• Monitor and provide feedback on engagement, conversations, and commentary on social media channels to appropriate internal departments and leadership.
• Maintain solid relationship with Sales, Product and Customer Success Teams to pass along leads and provide product or customer service feedback.
• Coordinate with Product and Customer Service departments to stay current on any issues that may affect customers’ experience.
• Social Community Management
• Build relationships with IPS’ online communities.
• Be able to communicate with prospects and customers at each stage of the buying and customer life cycle.
• Seed community discussions with relevant thought-provoking questions.
• Enforce community guidelines.
• Social Media Management
• Manage Social Media campaigns for various social media platforms to align with marketing strategies.
• Create and share social and product-specific content that generates leads.
• Copywrite, create and adapt written content for specific social media networks for each of IPS’ lines of business – Facebook, LinkedIn, Instagram, Twitter.
• Understand and represent brand voice and appropriate positioning across social platforms.
• Create and use multi-media and visual assets as part of social media strategy, i.e., video.
• Social Analytics
• Monitor, track and report on social media and community metrics.
• Analyze social media data for actionable insights and informed decision-making.
• Maintain & increase followers on specific social media platforms.
• Success measurements and primary KPIs
• Brand Awareness
• Audience Growth Rate
• Engagement Rate
• Conversion Rate
• Cost per Conversion

Competencies for Success:

• Bachelor’s or Master’s degree in writing, English, Journalism, Marketing, Communications, or related discipline.
• 2 to 3 years’ experience in social community or social media management, preferably for a B2B SaaS company.
• Experience managing Facebook, Instagram, LinkedIn, Twitter, and YouTube platforms mandatory.
• Knowledge of Sprout Social or similar social media management tool
• Proficient in Google Analytics.
• Strong writing and verbal communication skills.
• Knowledge of marketing trends and techniques.
• Superb time management skills.

At Integrated Practice Solutions, we carefully consider a wide range of compensation factors to determine our offers of employment. This includes internal and external market factors as well as your individual experience and skills. These considerations can cause compensation to vary but we reasonably expect to pay between $60,150-$82,000 for this position.

Integrated Practice Solutions is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state, or local law.

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