Marketing Operations Manager

WHO WE ARE

Certinia delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company’s Professional Services Automation (PSA), Customer Success (CS), and Financial Management (FM) solutions, delivered on Salesforce’s leading cloud platform, provide the ability to run a connected services business, deliver with intelligence, and achieve business agility.

Headquartered in Austin, Texas with presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures. For more information, visit

Your role as Marketing Operations Manager will be to support all marketing efforts related to driving product adoption, showcasing customer success, fostering a vibrant customer community, and supporting customer growth. This position will provide strong digital and marketing automation experience, including account-based strategies and customer nurturing.

• In partnership with Customer Marketing, manage day-to-day account-based nurturing operations for marketing and sales.
• Optimize current account workflows and create new ones to adapt to changing business requirements.
• Own and maintain quality of all Marketing Cloud Engagement (MCE), Pardot, Salesforce and 6
  
  Sense programs through strategic campaign execution and optimization.
• In partnership with agency support, build and execute marketing campaigns including campaign flows, email creation, developing dynamic content and complex nurture streams, landing page creation, form creation, webinars, account scoring, and more.
• Work with Customer Marketing to ensure no account is left behind by automating nurture campaigns that target the right personas and audiences, provide the right content at the right time and create a relationship with current customers.
• Maintain and optimize account scoring to effectively decipher where accounts are in the customer lifecycle to properly segment and nurture.
• Define segmentation of customer data to guide campaign and nurture strategy.
• Optimize email and account nurturing through A/B testing.
• Analyze MCE, Pardot, 6
  
  Sense and Salesforce reports to measure the effectiveness of email and nurture programs.
• Improve our integrations between MCE, Pardot, 6
  
  Sense and other applications to ensure campaign tracking and proper ROI measuring for campaign analysis.
• Own account notification rules and build out based on requirements provided by sales ops.
• Create a process to measure and improve customer database health.
• Set up processes and QA for all customer marketing programs to ensure data capture, hygiene and reporting.
• Identify, design, and execute new processes that enable marketers to be more effective in their day to day work (e.g. intake process, campaign naming conventions).
• Act as a point person for a portion of Mar Tech stack (MCE, Pardot, 6
  
  Sense, CS Cloud) and marketing enablement, providing end-user training for new systems and processes.
• Manage multiple concurrent projects with stakeholders across marketing, sales and IT.
• Identify opportunities to leverage automation to improve customer marketing effectiveness.

• 5+ years of marketing operations experience and Bachelor’s degree in a business or technical subject matter.
• Advanced skills in MCE (certification preferred), Pardot (certification preferred), Salesforce (certification preferred), and other marketing technologies (analytics tools, ABM tools, sales outreach tools, etc.).
• Experience with lead-to-account matching and database governance.
• Proven success building comprehensive lifecycle nurture programs that scale with rapid growth.
• Experience setting up and optimizing account workflows and account scoring.
• Knowledge of account-based marketing best practices.
• Strong understanding of customer needs, database segmentation, and solving customer problems and challenges through marketing.
• Knowledge of anti-spam guidelines, best practices, GDPR, CASL, and CAN-SPAM laws, email deliverability/reputation monitoring.
• Must…