Grand Rounds

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Senior Product Marketing Manager - Customer Retention (Chicago, IL)

at Grand Rounds

Posted: 8/24/2019
Job Status: Full Time
Job Reference #: 60faa855-419f-4091-baf0-aadb13e77295

Job Description

Senior Product Marketing Manager - Customer Retention (Chicago, IL)

Chicago, IL
Marketing – Marketing

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About us:

Grand Rounds is a new kind of healthcare company. Founded in 2011, the company is on a mission to raise the standard of healthcare for everyone, everywhere. The Grand Rounds team goes above and beyond to connect and guide people to the highest quality healthcare available for themselves and their loved ones. Grand Rounds creates products and services that give people the best possible healthcare experience. Named a 2019 Best Place to Work by Glassdoor and Rock Health’s 2018 Fastest Growing Company, Grand Rounds works with inspiring employers and doctors to empower them to be the change agents we need to make our shared vision a reality.

The Role:

This is a strategic account-based marketing role reporting into the Head of Product Marketing. We are looking for a seasoned leader who can build out a team and work side-by-side with our account and sales leads to deeply understand our customers’ needs, develop long-term product upsell and renewal plans tailored to our customers’ needs, and deliver the strategic customer-facing content that will fulfill your long-term plans. Your efforts will help the go-to-market teams achieve over 100% net dollar retention as your renewal and upsell efforts are realized.

You know how to wield data and analysis to tell a compelling story. You have the skills to analyze and diagnose our customers’ complex business challenges, formulate effective strategic solutions and convince our customers to pursue your ideas.

In this role, you will serve as the subject matter expert on our products and services for our accounts-facing initiatives. You will be responsible for building out and communicating our product value to our customer accounts. You will leverage customer insights, market research, clinical knowledge, established positioning and packaging and our product roadmap to inform your narrative work. Your efforts will defend our revenue base, expand our market opportunity and ensure that our customers have the right services to achieve their population health goals. All the while, you will strengthen our credibility with our expanding customer set through robust and insightful contributions to regular customer reporting and other channels of customer communication. You will also build out a team under you to scale the account-facing product marketing initiatives. In the beginning, you will be given the necessary time to ramp up and collaborate on your future org vision, and then we will begin to hire to support that vision.

The position is ultimately about strategy, effective marketing, communication and relationship-building both internally and externally. We are a small team in a scaling organization and you will have an opportunity to create instant and lasting impact. You will collaborate across our marketing, product, clinical and go-to-market teams to refine competitive intelligence and research into a prioritized set of initiatives for the customer-facing efforts. Responsibilities include shaping and supporting our account upsell and renewal strategies, producing and sharing timely account reports that emphasize our value proposition and patient impact through meaningful key performance indicators and progress reports to senior leaders. Expect a steady flow of special projects, as well.


Develop and maintain a deep perspective on our customer landscape

Collaborate within Product Marketing and with Accounts, Product and Sales to develop long-term customer upsell and renewal plans
Build, maintain and expand a suite of market-facing materials and tools that nurture customers toward your upsell or renewal goalsBecome a key ambassador for our customers -- a partner who deeply understands their needs and can advocate for them when the opportunity arises
Commit to deeply understanding our customers’ patient needs as well so that we ensure that we deliver value and improve outcomes for our end users
Ensure that the Accounts team is current on our latest product positioning and packaging

In Your First 30 Days:

Onboard with our product, marketing, go-to-market and clinical teams

Ground yourself in a deep understanding of our teams, products and services
Learn the current and historical approaches to our positioning, packaging and pricing strategies

In Your First 60 Days:

Accompany the account managers to customer meetings and learn how to effectively communicate with different types of customers

Identify our unique SWOT associated with each key customer, particularly those approaching upsell and renewal, and deliver a perspective regarding where the account stands to gain more value from our product offering

In Your First 90 Days:

Present your SWOTs to the Account leaders

Leverage your findings and collaborate with the Account leads to develop long-term renewal and / or upsell strategies for key accounts
Design interim reporting packages that will emphasize the value proposition from renewal and / or upsell and begin delivering content that nurtures customers toward the targeted transaction


7+ years of marketing experience working on strategic client-facing projects

Marketing degree preferred
Strong analytical ability and exceptional strategic instincts
Excellent communication skills and ability to package findings into market-facing collateral in a crisp, thoughtful and persuasive manner
Sound business judgement and problem framingSuperior storytelling skills to weave a compelling visual narrativeEnthusiastic collaborator who is able to effectively work across teams with many different stakeholders
Deep interpersonal skillsDemonstrated ability to balance and execute multiple projects concurrently
Desire and ability to succeed in a demanding, creative, and entrepreneurial environment

Grand Rounds is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Grand Rounds considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.

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