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Posted over 1 year ago

Department Description

Salesforce is the worlds #1 CRM, and the Customer Success Group (CSG) is dedicated to making each and every one of those customers happy and successful. Success Cloud Adoption and Growth is a part of the global CSG team. We support our Success and Services teams by delivering adoption at scale and customer marketing activities that help our customers to unlock the full potential of Salesforce.

Role Description

The Customer Engagement & Marketing Manager, LATAM brings broad expertise and unique knowledge to contribute to the development of Success Cloud Marketing and Adoption objectives and assists with their achievement in creative and effective ways. Within their region, they lead the development and execution of Marketing and Adoption plans aligned to corporate marketing best practices and Salesforce company objectives. They collaborate across functions and build executive relationships with other CSG and Marketing teams to deliver measurable business impact via customer adoption and revenue-generating activities. They specialize in Integrated Campaigns, Customer and Digital Marketing.

Key Accountabilities (Impact)

The Customer Engagement & Marketing Manager, LATAM is primarily responsible for:

  • Leading the development of Marketing and Adoption Plans for LATAM

    • Contributes to the overarching strategy and ensure regional need are prioritized

    • Makes recommendations based on data insights

    • Applies data to develop positioning and messaging

    • Partners on the development of internal enablement strategies

    • Builds cross-functional relationships and aligns with executive stakeholders

    • Understands, at a complex level, and can apply the CSG narrative and Salesforce Marketing corporate guidelines and best practices

  • Executing elements of Marketing and Adoption Plans

    • Leads the in-region delivery of demand-gen campaign activities, large-scale customer Events, Webinars, and Trailblazer Communities

    • Leads the in-region identification of customer stories that shape our marketing activities, speed sales cycles, and most importantly inspire our incredible Salesforce community

    • Develops some story content creation, using knowledge of Salesforce to interview customers and capture the details of how they've partnered with Salesforce experts to drive results and grow their business

    • Brings an understanding of our customers - their line of business, industry, and size of the company to write stories that highlight their success and inspire our Salesforce community

    • Sources Customers for strategic events

    • Identifies target audiences and authors communications

    • Drafts creative briefs and coordinates with creative teams and/or agencies

    • Enables internal teams to expand the reach and effectiveness of activities

  • Tracking and Measuring Results and Impacts of Activities

    • Ensures that a broad-base of activities related to their marketing and adoption plans are correctly recorded and updated

    • Builds and monitors reporting and dashboards within Salesforce

    • Project manages and provides status reporting

Basic Requirements

  • Bachelor's degree essential, Masters degree preferred

  • Fluent in English, Brazillian Portuguese and Mexican Spanish

  • 10+ years of Digital Marketing or Marketing Campaigns experience

  • Passionate about Customer Success

  • Proactive, organized, and detail-oriented with excellent Project Management skills and the ability to effectively move complex projects forward

  • Demonstrated success working on complex marketing and/or adoption plans, requiring both strong collaboration and relationship-building skills, and the ability to work independently

  • Able to oversee and motivate a cross-functional working group

  • Excellent interpersonal skills and a demonstrated ability to communicate effectively at all levels of the organization

  • Demonstrates a high degree of independent judgment and excellent decision-making

  • Creative problem-solver who enjoys working in an ever-changing environment

  • Excellent presentation development skills (storytelling/design)

  • Knowledge of product and platform features, capabilities, and best use

  • Salesforce Certifications preferred


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