Customer Marketing Specialist W103

Who are we?

Qgiv exists to help people fulfill their passion to make a difference. Founded in 2007, Qgiv now provides thoughtfully-designed, user-friendly fundraising software to more than 6,500 nonprofits in the US and Canada. Nonprofits such as Habitat for Humanity, Big Brothers Big Sisters, Junior Achievement, Humane Societies, and more use Qgiv’s online fundraising tools to delight donors and raise funds for their missions.

We’re guided by our core values: empathy, introspection, honesty + integrity, persistence, openness, respect, and passion. We work hard to meet deadlines and goals, but we also take time to celebrate and have fun! We strive to create a workplace culture in which individuals can be their authentic selves while working towards our company mission. We don’t search for perfect candidates; we look for candidates that are invested in helping us improve while also improving themselves.

About the Role:

We pride ourselves on building a quality product and helping our clients get the most out of it. As the Customer Marketing Intern, you’ll assist with creating customer education materials, retention and upsell promotions, and advocacy campaigns. To be successful in this role, you’ll need an unwavering passion for continuous learning and product knowledge.

Qgiv is a fast-growing SaaS-based technology company with a history of delivering innovative solutions that empower nonprofit organizations and their fundraising programs. Qgiv employees are active learners and collaborators, motivated by the work our customers do and the impact they make on the world. 

The ideal candidate for this role has a willingness to learn, is comfortable working in a fast-paced environment, and isn’t afraid to ask questions. They can take complex technical concepts and write/speak about them in an easy-to-understand and engaging way! 

Collaborating with members across all teams, you’ll work closely with the Customer Marketing Manager and Customer Experience team to learn how customers think, what their pain points are, and when to position Qgiv to help by working on a variety of customer marketing initiatives. You’ll also work closely with the Sr. Customer Education Coordinator to create product documentation, assist with tutorial videos, and complete various tasks to keep the Help Desk and User Community up to date. 

Substantial Department Goals

• Influence customer booking goals and payments across all brands
• Increase customer education, adoption, retention, and advocacy. Support the Marketing team in reaching 100% of opportunity goals across all products

Obstacles

External Obstacles:

• Capturing customer attention while being sensitive of their busy schedules
• Understanding what our competition is doing in relationship to Qgiv
• Responding to reactive comments made during a time of frustration

Internal Obstacles:

• Contending with data silos and disparate systems and having the proper data to influence programs
• Becoming familiar with and staying up to date on all products while they continually evolve
• Navigating systems during a recent company acquisition 
• Learning and following established processes while maintaining a level of flexibility
• Collaborating across all internal brand teams in a fast-paced environment

Actions

• Understand the customer audience, recognizing their unique needs, missions, organizational structure, and fundraising use cases to support customer marketing strategies and campaigns
• Learn complex concepts and communicate the information in a way that is engaging, understood by users, and consistent with Qgiv voice and tone
• Become a product expert to provide guidance on messaging and content, including in-product messaging and Pendo guides
• Pull and clean customer lists, compose and send emails, optimize onboarding and ongoing nurture campaigns, create landing page copy, and assist with webinar operations.
• Partner with the Social Media Specialist to coordinate and identify customer spotlights and content
• Assist with reviews and edits for the Customer Marketing department
• Assist various marketing team members with identifying clients as needed for departmental projects and manage the customer contact process across all brand teams
• Manage the customer reference process, identifying and logging new references, gaining approval from the Customer Experience team, and quarterly audits
• Manage and update content on external review sites and execute advocacy campaigns via email and in Pendo
• Monitor shared Marketing and User Community inboxes
• Interview customers and produce case studies/testimonials, in addition to completing quarterly audits to identify content gaps
• Track and fulfill the monthly customer referral program incentives
• Work closely with the Sr. Customer Education Coordinator to create quality technical documentation, video content, and educational resources delivered on time
• Continuously edit and revise content in the Help Desk to ensure users have the best possible experience with a changing digital product based around push cycles/enhancement releases
• Respond to User Community comments in a timely manner and facilitate engagement

Requirements

Experience and Preferred Qualifications

• BS/BA in Marketing, Technical Communication, Technical Writing, Communications, Instructional Design, or similar field
• Ability to communicate complex technical topics to non-technical audiences
• Strong written and verbal communication skills. Background in copy writing is preferred
• Comfortable working under pressure to meet tight deadlines
• Knowledge of marketing and customer-serving tools a plus (HubSpot, Salesforce, Zendesk, Pendo)
• Strong project and time management
• Creative mind with strong quantitative skills—must have a keen eye for detail and curiosity for learning
• Background in copywriting is a plus
• Video and graphic design skills are a plus (experience with Camtasia or Zight is preferred)
• Comfortable creating content for a range of purposes and audiences (documentation, blogs, video scripts, etc.)
• Knowledge of HTML and CSS is a plus, but not required

• Schedule Expectations: Full Time; M-F 8am-5pm
• Worksite Preference: Hybrid- but accepting out-of-state candidates as a Remote exception based on qualifications . Local candidates are expected to work from the office a minimum of 2 days per week, 3 days per week during the first 90 days.

Benefits

What’s in it for you?

• Join a group of passionate people building and supporting technology that helps fuel the work of world-changing nonprofits
• Health, vision, dental insurance, fitness plan reimbursement, life, and disability insurance, and a retirement savings plan
• Competitive pay
• A flexible paid-time-off policy and paid holidays
• Paid volunteer time off so you can make good things happen in your community
• 4 weeks paid parental leave (after 90 days of employment)
• Time off to vote
• The hardware you need to get the job done!
• Lots of Qgiv gear to add to your wardrobe (we have some of the softest shirts around)!

Qgiv is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status..