Marketing & Customer Experience Lead

At Hifi Engineering Inc. we develop world-class fiber optic sensing and monitoring technology for the integrity management of pipelines and other critical infrastructure. Hifi is looking for an experienced Sales & Marketing professional with account management experience to support our client relationships and broader business development goals.

The general duties of the Marketing & CE Lead will include acting as the primary point of business/commercial contact for existing Hifi customers, managing customer performance & monitoring metrics for active Hifi deployments and leveraging these for branding purposes and to enhance the client experience, working internally to develop case studies and other targeted materials to support marketing initiatives, support for branding strategy development and implementation, and general support for sales, marketing and business development activities at Hifi.

Specific job duties include:

• Act as primary point of contact for and effectively manage Hifi client accounts, including handling of general inquiries, technical and maintenance issues, contract oversight, and renewal and identification of growth opportunities.
• Work with Hifi Systems team to monitor performance against customer commitments/KPIs, tracking key metrics (i.e., uptime, issued alarms/notifications, true and false positive events, etc.) and compiling regular summaries to provide data-driven reporting for external stakeholders (customers, regulators) as well as support for Hifi BD and Marketing initiatives.
• Select, implement, and manage suitable CRM platform to support effective client engagement, communication, retention and growth, with a focus on establishing a contract renewal program.
• Support brand strategy development; responsible for roll-out via ad placements, digital campaigns, industry events, etc.
• Regular interaction with all Hifi internal functions to support content generation efforts and socialize brand strategy and awareness.
• Conduct market research to support Hifi strategic initiatives and broader business development goals.
• Manage third parties involved with Hifi marketing and sales efforts.

Required proficiencies:

• Minimum Bachelor’s degree in Commerce, Marketing, Sales, Business Administration, Communications, or related field.
• Minimum 2 years working experience in Marketing, Sales, Customer Relationship Management, Digital Media or similar field preferably related to industrial technologies.
• Account (client/partner) management experience as well as direct experience with CRM tools (Salesforce, HubSpot, Insightly, etc.).
• Excellent written and verbal communication skills.
• Solid organizational skills including attention to detail and multi-tasking.
• High energy, driven personality with initiative.
• Strong working knowledge of Microsoft Office and Google Suite.

Benefits:

• Competitive salary base plus eligibility for bonus plan after 6 months.
• Medical, Dental, Vision and health spending account.
• Compensation for mobile phone and fitness membership.