Andela - Client Marketing Manager
Requirements
• 7+ years of B2B marketing experience, with at least 3 years in a client marketing, customer marketing, or customer advocacy role. • Proven experience managing or contributing to a Client Advisory Board or similar executive client engagement program. • Demonstrated track record of running Voice of the Customer and/or NPS programs with measurable business impact. • Experience producing client case studies, testimonials, and customer advocacy content at scale. • Hands-on experience with win/loss analysis programs, including interview design, facilitation, and synthesis. • Comfortable working cross-functionally with Sales, Customer Success, Product, and senior leadership in a fast-paced environment. • Prior experience at a high-growth technology or services company strongly preferred; experience in the talent, workforce, or staffing industry is a plus. • Exceptional storytelling and written communication skills. • Strong analytical mindset with the ability to design surveys, interpret data, and present findings clearly to senior stakeholders. • High emotional intelligence and relationship-building skills — experienced at building trust with executive-level clients. • Excellent project management and organizational skills, with the ability to run multiple programs simultaneously. • A proactive, owner mentality — you identify gaps and close them, and you bring others along with you. • Location • Location • While Andela is a fully remote organization, this role should be based in the US or UK. • Some travel required for Client Advisory Board events, client visits, and industry conferences.
Responsibilities
• Client Marketing Strategy & Programs • Own and evolve Andela’s client marketing strategy, developing programs that strengthen client relationships, increase Net Revenue Retention and Expansion Pipeline, and unlock commercial opportunities. • Serve as the internal champion for the client perspective — ensuring client voices shape product, marketing, and sales strategy. • Partner closely with Sales, Customer Success, and Product to identify client milestones, success stories, and expansion opportunities worth amplifying. • Develop segmented marketing programs, events, and experiences for key client cohorts, supporting upsell, cross-sell, and renewal goals in close partnership with the revenue team. • Client Advisory Board • Design, manage, and continuously evolve Andela’s Client Advisory Board (CAB), including membership strategy, meeting cadence, experience design, agenda development, and follow-through on commitments. • Build strong, trusted relationships with CAB members and ensure the board serves as a meaningful forum for strategic dialogue between Andela leadership and key clients. • Document and distribute insights from CAB sessions to relevant internal stakeholders, translating executive client feedback into actionable intelligence for the business. • Voice of the Customer & NPS • Own Andela’s Voice of the Customer (VoC) program end-to-end, including survey design, distribution, analysis, and internal reporting. • Lead client NPS strategy, tracking, and reporting — translating scores and verbatim feedback into clear, actionable recommendations for the business. • Work cross-functionally to close the loop on client feedback, ensuring it reaches the teams best positioned to act on it and that clients feel heard. • Establish a regular cadence of client insights reporting to senior leadership, surfacing trends, risks, and opportunities. • Market Insights & Commercial Support • Synthesize client intelligence, competitive signals, and market trends to inform GTM strategy, messaging, and sales conversations. • Collaborate with the External Relations team to develop and maintain a library of market insights that equip the commercial team to engage clients and prospects more effectively. • Partner with product marketing and sales to ensure client insights are reflected in positioning, proposals, and client-facing materials. • Serve as a strategic resource for the VP of Marketing and commercial leadership, providing a grounded, evidence-based view of the market as seen through the lens of Andela’s client base. • Work with sales leaders to include market insights and Andela research in key client QBR presentations - looking to move beyond project status updates to forward-thinking planning. • Win/Loss Analysis • Win/Loss Analysis • Own Andela’s win/loss analysis program — designing the methodology, conducting or managing interviews, and synthesizing findings into clear, prioritized recommendations. • Identify patterns across wins and losses to surface systemic issues or opportunities, going beyond individual deal narratives to drive structural improvements. • Client Advocacy & Storytelling • Build and maintain a robust, up-to-date bank of client testimonials, case studies, and success stories spanning industries, geographies, and use cases. • Proactively identify clients who are strong candidates for advocacy activities, including speaking engagements, press opportunities, reference calls, and co-marketing initiatives. • Manage Andela’s client awards nomination program — researching, writing, and submitting compelling nominations to industry awards on behalf of Andela’s clients and in recognition of client partnerships. • Collaborate with content, PR, and brand teams to bring client stories to life across channels like the website and sales decks to events and social media.
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