Customer Advocacy Manager

Build and maintain strong relationships with key customers, acting as their advocate internally; Monitor customer health and satisfaction to ensure positive relationships and anticipate any potential challenges; Serve as the primary point of contact for customers seeking to share their experiences or provide feedback; Ensure customers\’ voices are reflected in product roadmaps, company policies, and business decisions. Advocacy Programs: Design and execute customer advocacy programs that promote customer success stories, testimonials, and case studies; Encourage customers to participate in reference programs, user groups, and speaking engagements; Identify opportunities for customer involvement in events, webinars, or marketing campaigns; Create and manage a customer reference database to match customers with appropriate opportunities. Customer Feedback & Insights: Collect, analyze, and report on customer feedback to provide actionable insights to other departments, such as product, marketing, and sales; Use customer feedback to identify product improvements, service opportunities, and areas for innovation; Drive initiatives that enhance customer experience and improve retention. Advocacy Content Creation: Collaborate with the Customer Operations, Marketing, Sales teams to create compelling case studies, testimonials, videos, and other content that showcase customer success; Facilitate the creation of customer success stories, ensuring the content is aligned with brand messaging and values; Leverage social media, blog posts, and other online platforms to amplify customer advocacy. Community Engagement: Manage customer engagement through various channels, such as customer forums, social media, and customer support touchpoints; Organize customer appreciation events, webinars, or user group meetups to create a community of loyal customers; Support the development of a strong customer community that fosters peer-to-peer interaction and knowledge sharing. Cross-Functional Collaboration: Work closely with the Sales, Marketing, Product, and Customer Success teams to align advocacy programs with business objectives; Provide insights and guidance to the product team about customer needs, pain points, and feature requests; Partner with marketing to ensure that customer advocacy is incorporated into broader brand and communication strategies. Metrics & Reporting: Define and track key performance indicators (KPIs) to measure the success of customer advocacy programs; Report on the impact of advocacy efforts, including customer retention, referral rates, and customer satisfaction metrics; Continuously optimize customer advocacy programs based on data and feedback. Customer Solution Center Program Support: Provide assistance in sourcing logistic and scheduling when necessary; Support onsite/virtual briefings and onsite events supporting prospects and existing customers and discussion leaders; Provide assistance when necessary, onsite setup, customer engagement, and customer experience within program; Source opportunities from these engagements for the Customer Reference Program. Qualifications: Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent experience); 3+years of experience in customer success, customer advocacy, account management, or a related customer-facing role; Experience in developing customer engagement programs and creating content (case studies, testimonials, etc.); Proven track record of driving customer satisfaction and advocacy initiatives; Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams; Strong writing and content creation skills, with an ability to craft compelling success stories and testimonials; Ability to analyze customer feedback and translate it into actionable insights; Proficiency in CRM tools (Salesforce, HubSpot, etc.) and advocacy platforms; Strong organizational and project management skills, with the ability to handle multiple initiatives simultaneously; Comfortable working in a fast-paced, dynamic environment. Preferred Qualifications: Previous experience in a SaaS or tech company; Familiarity with social media platforms and community-building strategies; Ability to drive cross-department collaboration and align customer advocacy with business goals; Knowledge of customer loyalty and retention strategies. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Customer Service Industries Software Development Referrals increase your chances of interviewing at Bitdefender by 2x Strategic Customer Success Manager – EMEA Bristol, England, United Kingdom 3 weeks ago London, England, United Kingdom 1 week ago Birmingham, England, United Kingdom 3 weeks ago London, England, United Kingdom 1 week ago London, England, United Kingdom 2 months ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr