📌 Core Information
🔹 Job Title: Customer Marketing Manager
🔹 Company: BuildOps
🔹 Location: Raleigh, North Carolina, United States
🔹 Job Type: Full-time, Hybrid (3 days in office)
🔹 Category: Marketing
🔹 Date Posted: 2025-04-09
🔹 Experience Level: 5-10 years
🔹 Remote Status: On-site (3 days a week) in Raleigh, Los Angeles, or Toronto
🚀 Job Overview
Key aspects of this role include:
- Monitoring and managing online reputation across digital platforms (60%)
- Driving customer advocacy and engagement through lifecycle marketing (25%)
- Fostering customer marketing and advocacy (15%)
ASSUMPTION: This role requires a high level of detail-orientation, proactivity, and passion for both brand reputation and customer storytelling. The ideal candidate will thrive in a fast-paced environment and have experience in online reputation management or customer marketing.
📋 Key Responsibilities
✅ Monitor and respond to online reviews, social media mentions, and customer feedback across various platforms (60%)
✅ Proactively manage brand perception by addressing concerns and mitigating negative reviews (60%)
✅ Collaborate with customer support teams to ensure a seamless response process to customer concerns and complaints (60%)
✅ Analyze trends in customer feedback and provide actionable insights to internal teams to improve product and service experiences (60%)
✅ Develop and manage automated email sequences, personalized outreach, and educational content to ensure new customers are fully prepared for implementation (25%)
✅ Work closely with implementation and customer success teams to provide customers with checklists, timelines, and key action items before go-live (25%)
✅ Launch and manage programs to turn happy customers into brand advocates (15%)
✅ Collaborate with the marketing team to highlight customer wins, employee achievements, and positive brand moments (15%)
ASSUMPTION: The role involves a mix of proactive management, customer communication, and collaboration with internal teams to drive customer engagement and advocacy.
🎯 Required Qualifications
Education: Bachelor's degree in Marketing, Communications, or a related field
Experience: 5-7 years of experience in online reputation management, customer marketing, or a related field
Required Skills:
- Proven experience in online reputation management and customer marketing
- Strong proficiency in using review platforms, social listening tools, and sentiment analysis software (e.g., Sprout Social, Brandwatch, Trustpilot, etc.)
- Excellent communication and interpersonal skills with the ability to defuse situations and turn detractors into advocates
- Strong writing skills and data-driven approach
- Understanding of SEO and digital marketing principles related to brand reputation
Preferred Skills:
- Experience in B2B SaaS or construction tech industries
ASSUMPTION: The required skills and experience are essential for success in this role, with a preference for candidates with industry-specific experience.
💰 Compensation & Benefits
Salary Range: $115,000 to $125,000 per year
Benefits:
- Generous equity grant
- Comprehensive benefits package
- Flexible paid time off
- Work from home stipend
- Lunch provided for in-office days
- Company events like BBQs and team-building activities
Working Hours: Full-time, 40 hours per week, with a hybrid work schedule (3 days in office)
ASSUMPTION: The salary range is based on the provided information, and benefits are typical for a company of this size and industry.
📌 Applicant Insights
🔍 Company Context
Industry: Software Development, specifically construction tech
Company Size: 51-200 employees, which means a mid-sized company structure with opportunities for growth and impact
Founded: 2018, with a focus on transforming the commercial contracting industry through an all-in-one platform
Company Description:
- BuildOps is a fast-paced, high-growth start-up committed to transforming a $30-billion industry through its all-in-one platform
- The company leverages the latest technology to take commercial contractors from pen and paper operations to digitized, efficient, data-driven business
- BuildOps has raised multiple rounds of funding from reputable Venture Capital firms, including Founders Fund, Fika Ventures, Siemens Next47, and Greenspring Associates
Company Specialties:
- Field service and project management software
- Commercial service contractors
- Construction tech
Company Website: http://buildops.com
ASSUMPTION: BuildOps is a well-funded, fast-growing startup with a clear mission and focus on transforming the commercial contracting industry.
📊 Role Analysis
Career Level: Mid-level, with opportunities for growth and impact within the company
Reporting Structure: This role reports directly to the Marketing team and collaborates with various internal teams, including customer support, implementation, and customer success
Work Arrangement: Hybrid, with 3 days in the office and 2 days remote, allowing for flexibility and work-life balance
Growth Opportunities:
- Potential to grow within the marketing team as the company expands
- Opportunities to take on additional responsibilities and impact the company's growth
- Chance to work with a diverse range of teams and learn new skills
ASSUMPTION: This role offers a unique opportunity to grow both personally and professionally within a fast-growing company.
🌍 Location & Work Environment
Office Type: Hybrid, with 3 days in the office and 2 days remote
Office Location(s): Raleigh, Los Angeles, or Toronto
Geographic Context:
- Raleigh, North Carolina, United States: A mid-sized city with a growing tech industry and a relatively low cost of living compared to other major tech hubs
- Los Angeles, California, United States: A major tech hub with a high cost of living and a diverse range of industries
- Toronto, Canada: A multicultural city with a thriving tech industry and a lower cost of living compared to other major North American cities
Work Schedule: Full-time, 40 hours per week, with a flexible hybrid work arrangement
ASSUMPTION: The hybrid work arrangement offers a good balance between in-office collaboration and remote flexibility.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with the hiring manager
- In-depth interview with the marketing team and relevant stakeholders
- Final interview with the CEO or another executive team member
- Background check and offer extension
Key Assessment Areas:
- Problem-solving skills and strategic thinking
- Communication and interpersonal skills
- Cultural fit and alignment with company values
- Technical proficiency in relevant tools and software
Application Tips:
- Tailor your resume and cover letter to highlight relevant experience and skills for this role
- Prepare examples of your online reputation management and customer marketing experience
- Research BuildOps and be ready to discuss how your skills and experience align with the company's mission and values
ATS Keywords: Online reputation management, customer marketing, customer advocacy, crisis management, sentiment analysis, SEO, content strategy, customer experience, communication, data-driven, customer lifecycle marketing, customer engagement, testimonial campaigns, event engagement, collaboration, feedback optimization
ASSUMPTION: The application process is designed to assess the candidate's skills, experience, and cultural fit for the role and company.
🛠️ Tools & Technologies
- Review platforms (e.g., Trustpilot, Google Reviews)
- Social listening tools (e.g., Sprout Social, Brandwatch)
- Sentiment analysis software (e.g., Medallia, Clarabridge)
- Email marketing platforms (e.g., Mailchimp, HubSpot)
- Customer relationship management (CRM) software (e.g., Salesforce, HubSpot CRM)
ASSUMPTION: The required tools and technologies are standard for online reputation management and customer marketing roles.
👔 Cultural Fit Considerations
Company Values:
- Customer-centric: BuildOps prioritizes customer success and satisfaction above all else
- Innovative: The company encourages creativity, continuous learning, and improvement
- Collaborative: BuildOps fosters a team-oriented environment where everyone's input is valued
- Data-driven: Decisions are made based on data and analytics to maximize efficiency and effectiveness
Work Style:
- Fast-paced: BuildOps operates in a dynamic, high-growth environment with tight deadlines and changing priorities
- Adaptable: The company values employees who can pivot and adjust their strategies as needed
- Results-oriented: BuildOps prioritizes outcomes and impact over process and effort
Self-Assessment Questions:
- Do you thrive in a fast-paced, high-growth environment, and are you comfortable with ambiguity and changing priorities?
- Are you highly detail-oriented, proactive, and passionate about both brand reputation and customer storytelling?
- Do you have experience in online reputation management, customer marketing, or a related field, with a proven track record of success?
ASSUMPTION: BuildOps values candidates who are a strong cultural fit, with a focus on customer-centricity, innovation, collaboration, and data-driven decision-making.
⚠️ Potential Challenges
- The role requires a high level of detail-orientation and proactivity, which can be demanding at times
- The hybrid work arrangement may not be suitable for candidates who prefer a fully remote or fully on-site work environment
- The role involves managing customer concerns and complaints, which can be emotionally taxing and require strong communication skills
- The fast-paced, high-growth environment may not be suitable for candidates who prefer a more stable and predictable work environment
ASSUMPTION: While this role offers many exciting opportunities, it also presents unique challenges that candidates should carefully consider.
📈 Similar Roles Comparison
- Customer Marketing Manager vs. Customer Success Manager: Both roles focus on customer engagement and advocacy, but the Customer Marketing Manager role is more focused on brand reputation and online presence, while the Customer Success Manager role is more focused on customer retention and account management
- Industry-specific context: BuildOps operates in the construction tech industry, which has unique challenges and opportunities compared to other industries
- Career path comparison: The Customer Marketing Manager role can lead to career growth within the marketing team or other departments, depending on the candidate's skills and interests
ASSUMPTION: While this role shares similarities with other customer-focused roles, it also has unique aspects that set it apart and offer distinct career growth opportunities.
📝 Sample Projects
- Developing and implementing a customer feedback loop to improve the onboarding process and increase customer satisfaction
- Launching a customer referral program to incentivize happy customers to refer their peers to BuildOps
- Creating and executing a customer advocacy campaign to highlight customer success stories and build brand awareness
ASSUMPTION: These sample projects demonstrate the types of initiatives the Customer Marketing Manager might undertake to drive customer engagement and advocacy.
❓ Key Questions to Ask During Interview
- Can you describe the team structure and dynamics within the marketing department and how this role fits into the team?
- How does BuildOps support work-life balance for its employees, particularly in a hybrid work arrangement?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does BuildOps foster a culture of innovation and continuous learning, and what opportunities are there for professional growth and development?
- What are the biggest challenges facing the company in the next 12-24 months, and how does this role contribute to addressing those challenges?
ASSUMPTION: These questions are designed to help candidates better understand the role, the team, and the company, and to assess whether the opportunity aligns with their career goals and personal values.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role, with a focus on online reputation management, customer marketing, and customer advocacy
- Prepare examples of your online reputation management and customer marketing experience to discuss during the interview
- Research BuildOps and be ready to discuss how your skills and experience align with the company's mission and values
- Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.