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 logistics 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 the 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.