The Role

The Customer Engagement Manager is responsible for owning our customer community program known as ENGAGE. From planning user groups and our annual customer summit to helping share customer stories and connecting the community, this role is integral to customer success at Fusion.

We are seeking an enthusiastic candidate with a passion for bringing customers together to help elevate our customer community and program brand presence, create a high-touch customer experience, and plan high-quality events. This involves project management, including timelines and critical path management and top-notch execution.

The Community Event Manager heavily interacts with customers, including scheduling and leading status calls and meetings. The position requires extreme attention to detail and a high level of customer focus. The role will also closely collaborate with other marketing team members, customer success team members, internal stakeholders, executives, and vendors, as well as prospective customers and partners.

About Our Customer Program

ENGAGE is Fusion's user community, including operational resilience, risk management, third-party risk management, information technology and security risk, business continuity and disaster recovery and crisis and incident management practitioners from all over the world.

The community has over 300 organizations and 1,000 active users. Together, we drive organizations, teams, and careers forward by expanding what is possible with Fusion. Among the numerous exclusive benefits of the community, Fusion users can exchange ideas, expand their network, and be informed about product enhancements and capabilities.

Responsibilities

• Develop and implement initiatives to better our customer community to ensure success and excellence in the execution of all facets of the ENGAGE program.
• Lead and manage the planning and execution for our multi-day annual customer summit (a 400+ person event), from beginning to end. This includes strategy, tactics, branding, promotion, heavy coordination with our events agency, day of execution, post-event analysis, etc.
• Deliver engaging customer events (including user groups) that drive our community reputation for innovation and customer success, and our company culture of authenticity, fun and professionalism.
• Lead planning meetings across marketing groups, driving alignment against shared objectives for ENGAGE efforts.
• Be a point person for finding customer stories for case studies, blogs, testimonials, etc.
• Write ENAGE event copy and utilize Fusion's Marketing Automation System (Pardot) and other database resources to execute and monitor ENGAGE initiatives
• Work with the marketing team to manage ENGAGE pages and platforms, including event pages, program pages, our customer platform Fusion central, etc.
• Manage virtual forums, roundtables, and community exchanges
• Report metrics around ENGAGE efforts, including survey creation and allocation
• Travel estimated to be 40% (dependent on COVID and safety restrictions), including one user conference per year, and multiple user groups and potentially other events. This at times requires some weekend travel for set up and event starts

Knowledge, Skills and Abilities

• Bachelor's degree in Marketing or a related field
• 5-7 years of experience managing conferences, seminars, user group meetings, customer success and/or related field marketing events and customer initiatives
• Excellent organizational and planning skills
• Excellent communication and interpersonal skills
• Ability to excel in a fast-paced environment, manage issues and ensure seamless experiences
• Ability to prioritize and manage multiple projects
• Detail-oriented and results-oriented
• Flexible and resourceful, willing to dig through ambiguity to find the best solution
• Working knowledge of marketing automation software (Pardot, WordPress)
• Strong customer service orientation and ability to act diplomatically
• Team player
• Flexible, "can do" attitude
• Solid experience in B2B event planning
• Experience with operational resilience, risk management, business continuity, and/or related field preferred, but not required
  

Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.