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Frame.io, an Adobe Company, is changing the future of how videos are made by helping over 1 million creative professionals seamlessly collaborate from all over the world. We have built a product that creatives recognize through constant innovation and incredible attention to detail. We're looking for an experienced Customer Marketing and Relationship Manager on our Content team to help us push the boundaries of what's possible in marketing storytelling. The Customer Marketing Manager will identify, build, maintain, and lead key customer relationships with the goal of delivering compelling use-case narratives that convey the value of Frame.io to large organizations. You'll work with Sales and Marketing to define case study goals and to act as the key liaison between customers, Sales, and Marketing. Use cases can range across written success stories, testimonial videos, sales PDFs, ad campaigns, blog articles, web pages, podcast content, webinars, and photo essays. This role requires a proactive, high-touch approach to building and navigating deep customer relationships, often with senior executives of our largest accounts. You should have experience working cross-functionally and have a highly collaborative and flexible working style. In addition to architecting and managing positive, ongoing relationships with customers, you’ll also collaborate with internal teams of salespeople, customer success managers, marketers, video creators, and content writers to succeed in this role.
What you will do
· Work with the Sales and Customer Success teams, along with other industry veterans at the company, to identify potential customers for Frame.io marketing programs. · Work with customers across large media and entertainment companies, agencies, and top brands to identify outstanding workflows, use cases, and customer experiences that can be translated into compelling marketing content. · Identify assets and supervise customer content opportunities, prioritizing them in alignment with impact and strategic goals. · Drive processes and procedures to develop, maintain, run strong customer relationships; relationship-building should come naturally to you. · Collaborate closely with customers and Sales to define program scope (e.g., written only, video plus written, etc.) and liaise with Content and Video Production to hone story and process. · Partner closely with Legal and Content Marketing teams to ensure that all deliverables and their destinations have been outlined and accounted for in contracts. · Produce signed customer agreement with Frame.io prior to commencement of production. Specify any additional customer assets (BTS, EPKs, movie trailers, etc.) or agreements (partner or network approvals or logos) vital to final case study. · Manage customer relationships from idea to execution: you will be the internal point of contact our customers have throughout the lifecycle of these case study projects. · Maintain and update comprehensive reference database (inventory) with quotes, narratives, and proof points. · Collaborate with Marketing Program Management to ensure smooth translation of case study opportunities into detailed, cross-functional project plans or briefs. · Cultivate a fun, engaging, and balanced work environment.
What you will need
· 5-8 years of customer-facing marketing experience, with proven relationship-management and partnership-development skills. · Experience with video production and workflows, and video storytelling. · Polished interpersonal, written, and verbal communication skills for working with high-profile and occasionally high-maintenance clients. · Confidence to pitch customers, navigate relationships, and activate your strong personal network. · Understanding of video industry and which kinds of customers fall into which industry segments to sense what kinds of stories they might tell. · A creative problem solver who understands how to change directions when needed or find new paths or solutions to “get to yes.” · Able to lead multiple projects simultaneously. · The ideal candidate will also have their own list of customer contacts from which to call upon.