Director, Customer & Field Marketing

Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines.

Position Summary

The Director, Customer & Field Marketing will design, scale, and own marketing programs that deepen relationships with Patra’s existing customers, activate field and channel presence, and drive expansion revenue. This leader is accountable for customer engagement strategy, account‑based marketing, event and field program execution, and orchestrating external partners to execute at scale.

Full and final accountability is to own the customer marketing strategy and execute activities in partnership with Customer Experience (CX), Customer Success (CS), and Growth teams to drive retention, cross‑sell and upsell pipeline, and customer advocacy.

Responsible: Strategic ownership of customer and field marketing programs that increase retention, expansion, and advocacy.

Accoutable: Cross‑functional partnership to align on renewal readiness, executive narratives, and top account engagement strategies.

Consultative Management and Oversight: Operational leadership to coordinate cross‑sell and pursuit plays with clear engagement models, account context, and measurable delivery outcomes.

Quantitative Measurements

• Customer Revenue
• Annual recurring revenue
• Event ROI
• Coper per Acquisition
• Return on marketing investment (ROMI)
• Engagement rates

Core Operational Responsibilities

• Customer marketing strategy: Develop and own a strategy that deepens engagement, reinforces Patra’s value, and uncovers expansion opportunities across the installed base.
• Segmentation: Define customer and account segments by expansion potential, service mix, and relationship maturity.
• Health signal integration: Partner with CX and CS to surface and act on customer health signals, including renewal risk and expansion propensity.
• Content and enablement: Create scalable content and assets that communicate impact and enable CX/CS to drive adoption and expansion.Cross‑sell and upsell programs: Build and operationalize programs focused on additional service attachment and capability expansion.
• Targeting and messaging: Define priority cross‑sell paths, outcome‑oriented messaging, and executive proof points.
• ABM and PBM activation: Lead account‑based and pursuit‑based marketing across top accounts with personalized engagement and measurable outcomes.
• Event and field strategy: Own strategy, budget, and performance for trade shows, customer events, and field activations; set selection criteria and ROI measurement.
• Partner management: Direct external managed marketing services and field partners; set briefs, success metrics, and quality standards.
• Automation and journeys: Build automated engagement journeys tied to account signals across email, events, and digital channels.

Key Performance Indicators

• Customer engagement and expansion: Cross‑sell and upsell pipeline created or influenced; expansion conversion rates; penetration of additional services.
• Retention and renewal support: Marketing contribution to renewal readiness; adoption of enablement assets; influence on NRR.
• Event and field performance: Pipeline influenced by events; event ROI; cost per lead and cost per influenced opportunity.
• ABM effectiveness: Engagement rates, pipeline outcomes, account coverage, and progression through the ABM framework.
• Advocacy and references: Number and quality of case studies; active references available; advocacy program participation.

Qualifications & Experience (Required):

• 8–12+ years of experience in B2B marketing, with a focus on customer marketing, field marketing, or account-based marketing in tech-enabled services, SaaS, or professional services environments.
• Minimum of a bachelor’s degree in marketing or a similar field.
• Demonstrated experience owning event programs and field marketing strategies with measurable outcomes.
• Proven ability to build and activate ABM programs in coordination with sales and customer success teams.
• Experience building impact through external partners and managed services ecosystems, not large internal teams.

Preferred (Nice-to-Haves):

• Insurance/Financial Services experience and regulatory awareness (where relevant).
• Strong analytical skills, CRM and marketing automation proficiency, and experience with multi‑touch attribution models. 

Role Context

• Level: Management
• Decisions: Marketing strategy, and client advocacy
• Travel: Up to 20% for U.S.- based events
• Location: Remote

Working Conditions

• Work from home; must have fast broadband access

Work Standards

• Interpersonal Skills: Demonstrates the ability to work well with Patra colleagues and clients and with external organizations
• Promotes Culture of Respect & Safety: Demonstrates commitment to personal responsibility and value for safety and respect; communicates concerns; uses and promotes safe respectful behaviors based on training and lessons learned
• Subject to and expected to comply with all applicable Patra Corp policies and procedures

Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.