Customer Experience Manager at PitchBook

| Seattle
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At PitchBook we work to provide global professionals with comprehensive data on the entire venture capital, private equity and M&A landscape so they can discover and execute opportunities with confidence. We credit our success and rapid growth to our cutting-edge products, customer centered attitude and ability to embrace and drive change.

In just over a decade, PitchBook has reached over 1,300 global employees with offices worldwide, and we're not slowing down! Consistently recognized as a Best Place to Work, our culture is at the heart of our success and is driven by excellence, inclusion and fun. At PitchBook we're committed to fostering an open and collaborative work environment.

About the Role:

The PitchBook Marketing Team is looking for a highly creative and passionate Experiential Marketing Manager to develop and drive PitchBook experiences and programs to support our growing Customer Success team. This role requires a strong balance of creativity and refined execution, so we are looking for a candidate eager to experiment, explore new tactics and continually improve our ability to connect with our customers. As someone focused on our clients, this role will be responsible for bringing the PitchBook brand to life through digital & future physical experiences that express our "Make it Fun," "Customers are King" and "Excellence is a State of Mind" core values. This person should wake up every day thinking about how to engage our client base by creating memorable, one-of-a-kind experiences that leave a lasting impression.

The right candidate will be at their best working in a fast-paced, ambiguous environment while exhibiting ownership over an aggressive roadmap of marketing opportunities. Core to this position will be developing strategy of effective experiential programs that resonate with our customers. Additionally, while maintaining a high attention to detail, this role will own the planning, communication and execution of each program ensuring all stakeholders within the Customer Success, Marketing and the Executive Teams understand the importance and impact of each engagement. Important to this role, is the ability to work effectively across various internal teams by building trust and managing others through influence to build a complementary online and off-line approach to connecting with our customers.

The Marketing Team at PitchBook is critical to fueling the company's growth by utilizing a variety of strategies to support our Sales and Customer Success departments grow and retain our client base. The Marketing department is responsible for all demand generation efforts by executing engaging campaigns, effective product marketing strategies, and attending client and trade-show events. The Marketing Team is also responsible for promoting the PitchBook brand and managing internal communications.

Primary Job Responsibilities:

  • Work closely with our Customer Marketing Team to develop effective experiential marketing programs to increase retention and grow existing accounts by finding creative solutions for our Customer Success Team to engage with clients
  • Own and execute experiential marketing activations by setting up detailed project documentation, roles & responsibilities, timelines and budgets that define goals and expectations
  • Collaborate with cross-functional teams including Customer Marketing and Creative to ensure visibility and an understanding of each activation while clearly defining why it matters for the Customer Success Team
  • Develop an intimate understanding of the Customer Success workflow and systems so that pre and post execution activities are designed to connect our teams directly with their clients in the most efficient way possible
  • Manage communication between Marketing and Customer Success to ensure effective event promotion, support, staffing, and training
  • Develop an intimate understanding of the PitchBook brand and culture ensuring brand execution through messaging, design, and overall event experience
  • When appropriate, execute on annual high-end customer events in San Francisco, New York and London, including customer golf tournaments, soccer tournaments and other highly interactive engagements
  • Develop ongoing customer engagement campaigns and programs to increase touch points and interactions with customers
  • Create scalable processes to support Customer Success in-person interactions or local-market sponsorships for client driven events
  • Evaluate, measure, budget and report on strategic effectiveness of customer programs
  • Support the vision and values of the company through role modeling and encouraging desired behaviors
  • Participate in various company initiatives and projects as requested

Skills and Qualifications:

  • Bachelor's degree, preferably in Marketing or related field
  • 5-8 years of relevant professional experience in Marketing and Events Management
  • Ability to work productively across diverse teams in rapidly changing situations. Partnership and collaboration is a fundamental requirement
  • Demonstrated ability to create successful marketing-driven event programs
  • Dependable and able to work without significant supervision
  • Ability to simultaneously manage multiple projects and priorities. Detail oriented and deadline driven
  • Excellent written and oral communication skills
  • Experience working with vendors including contract negotiation and management
  • Technically savvy. Experience with Marketo or other similar marketing automation programs preferred. Experience with Salesforce.com preferred
  • Proficiency with the MS Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily

If you are ready to start the conversation about how you might contribute to all the happenings at PitchBook, submit your resume today! PitchBook appreciates and respects diversity, and as such, we are an equal opportunity employer.
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Location

Located just blocks away from Pike Place Market and historic Pioneer Square, our headquarters boast stunning mountain views

An Insider's view of PitchBook

What are some social events your company does?

As the (unofficial) social chair of the outside sales team, I’ve gotten to plan a ton of awesome events, from group pedicures to rooftop happy hours to rock climbing. We also do incentive trips. My favorite was rafting down the Colorado River through the Moab Desert in Utah.

Cindy

Sr. Business Development Manager

What does your typical day look like?

UX Designers at PitchBook actively work on one main project at a time, but could be supporting multiple projects in development. I usually spend some time each day answering any questions that our development team has on in-flight projects and iterating designs if necessary. Every day is different as I’m constantly solving new problems.

Nitaya

User Experience Designer

How does the company support your career growth?

PitchBook made it a priority to support my growth by understanding my aspirations and aligning a plan to get me there. My vision was to be in a leadership position and PitchBook motivated me to achieve this by providing me with tremendous resources, guidance, and opportunities to push myself and succeed.

Nitin

SR. Research Associate

How do your team's ideas influence the company's direction?

One of PitchBook’s core values is to embrace and drive change, which in turn promotes a scrappy, entrepreneurial working style and allows individual contributions to influence the direction of the company. We see examples of this every day from launching a weekend version of our newsletter to optimizing customer onboarding processes.

Amy

VP of People

How do you collaborate with other teams in the company?

I work on the accounts receivable team at PitchBook, which involves extensive collaboration with other teams to obtain and update client billing information, reconcile expenses and complete compliance forms. My role requires me to work closest with customer success and outside sales to improve processes for invoicing and error prevention.

Lewis

Accounts Receivable Specialist

What are PitchBook Perks + Benefits

PitchBook Benefits Overview

Health and wellness: We offer health and life insurance, generous time off and paid parental leave, retirement plans with a substantial company contribution, transportation assistance and more.

Career development: We offer VC, PE and M&A industry training, tuition reimbursement programs, annual education stipend, and more.

Good vibes: We offer an open work environment, team-building and company-wide events, sponsored volunteer opportunities, referral bonuses and more.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Customized development tracks
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