Sr. Director, Client Outcomes and End-User Adoption

Reporting to the Chief Marketing Officer, the Sr. Director, Client Outcomes and End-User Adoption is a critical link between PayIt, our government agency clients, and the consumers who use PayIt to transact with those agencies. Success in this role comes from the development of deep, multi-threaded relationships in our client accounts to build trust and alignment around marketing the services that account is offering via PayIt, and then in designing and executing marketing campaigns to drive end-user adoption. We know we are successful when our clients achieve or exceed ambitious goals to shift volume away from paper-based and in-person payment processes and into digital payment.

The Sr. Director, Client Outcomes and End-User Adoption works in close partnership with our client success managers to become a trusted advisor on marketing strategy, execution, and outcomes measurement. Our government-agency clients are the experts in their communities and their operations, but they rely on us to bring expertise about digital payment channels and consumer marketing, but they are strapped for time and lack resources to execute adoption campaigns themselves. This is a great opportunity to do creative and exciting marketing work while delivering on a compelling mission at a company with a fantastic culture.

The selected candidate will bring significant experience in client-facing roles supporting public sector or nonprofit organizations in achieving their goals, either in-house or at an agency. They will also have experience designing, executing, and measuring multi-channel consumer marketing strategy and ensuring that the various executional elements of realizing those strategies are completed on time, within budget, and at the highest level of quality. They will have a passion for our mission to modernize government interactions and are energized by enabling our customers to exceed their goals. 

Responsibilities

• Build deep, trusting, and productive relationships with key stakeholders in our client accounts to unlock enthusiasm for and collaboration on end-user marketing strategies
• Conduct direct discovery with our clients to understand their adoption goals, channels of communication, brand presentation, and unique challenges
• Act as a trusted advisor about effective campaign strategies, messaging, branding, and channel selection that will achieve the client’s adoption goals within their constraints, then secure alignment on campaign briefs, feedback, approvals, and allocation of needed resources
• Lead and coach a small team that is primarily responsible for delivery of end-user adoption marketing that yields significant increases in new users of PayIt
• Design and implement processes for that team to ensure high quality, on-time delivery, budget adherence, and to balance resource capacity
• Report campaign results and help sell in optimizations and follow-on adoption programs
• Develop a deep understanding of our product to be conversant with how our clients use it; flag product changes or enhancements that could unlock additional adoption 
• Serve as a key member of the marketing leadership team, helping us achieve our overall growth objectives as a business and contributing your expertise to improve our team operations and outcomes
• Ensure that campaigns meet high standards for accessibility

Attributes, Experience and Skills

• At least five years of total experience and three years of public sector- or nonprofit-facing experience is required in this role. You will need work experience in at least one of these two environments:
• An agency environment delivering consumer-facing campaigns, in client-facing role as an account director or project manager
• Similar experience leading consumer-facing marketing or communications programs in a government agency or nonprofit organization
• Expert client relationship skills - you can demonstrate how you work effectively with clients to build trust, conduct discovery, ensure alignment, overcome objections, and unlock collaboration (come prepared with examples)
• Command of marketing strategy including  functional knowledge of a wide range of campaign modalities and their ideal uses — even if you are not an expert in all of them — social and influencer marketing, digital and out-of-home advertising, direct mail, event activations, web, email marketing, earned media, etc.
• Strong “test-and-learn” orientation to campaign design and optimization, as well as command of key metrics such as conversion rates, CAC, and ROI
• You are able to set aside jargon and marketing speak so our non-marketer clients and internal teams readily understand the key principles of acquisition marketing and how specific tactics contribute to the achievement of their goals
• Demonstrated ability to learn the business drivers and dynamics of PayIt and that of the clients we serve  
• You are a culture amplifier and force multiplier in everything you do - your contributions will make PayIt an even better place to work and help the people around you grow
• You embody a “no job too big or too small” attitude - you are ready to roll up your sleeves in a lean, scrappy team while also operating strategically