Customer Advocacy Lead, North America

The Customer Advocacy Lead at Celonis is responsible for developing lasting relationships with both internal stakeholders and customers to cultivate a strong pipeline of advocacy. This includes empowering passionate customers to share their success through speaking engagements and testimonials, and creating a repeatable process to identify active advocacy targets. The role also involves collaborating with various teams to deliver impactful customer stories that align with marketing and sales strategies.

To qualify for the Customer Advocacy Lead role at Celonis, candidates should ideally have over 8 years of experience in customer advocacy, customer marketing, or customer success. A background in enterprise software and demonstrated ability to build strong relationships is highly preferred. The role demands excellent communication skills, strategic thinking, and proficiency in project management to successfully identify and nurture customer advocates.

As the Customer Advocacy Lead, you play a vital role in Celonis' growth by elevating customer voices and creating compelling narratives that resonate across marketing, sales, and global events. By developing stories that reflect customer success, you help to amplify their expertise and, in turn, drive customer engagement, retention, and expansion in the North America region.

Essential skills for the Customer Advocacy Lead at Celonis include strong organizational abilities, analytical thinking, and strategic communication. The ideal candidate is highly organized, detail-oriented, and capable of working independently in a fast-paced environment. A track record of exceeding KPIs and the ability to craft compelling stories that highlight mutual value generation are also crucial for success.

At Celonis, you can expect a culture that embraces collaboration, innovation, and continuous learning. The North America marketing team is dynamic and diverse, fostering an environment where everyone feels valued and empowered to share their ideas. Celonis promotes a supportive workplace that prioritizes personal growth, allowing team members to thrive while building meaningful relationships across the organization.

In answering this question, candidates should highlight specific examples of how they have successfully built relationships with customers, facilitated advocacy programs, and showcased customer success stories. Providing metrics or outcomes from past experiences can greatly strengthen your response.

Candidates should focus on strategies such as active listening, personalized communication, and consistent engagement. Sharing your approach to understanding customer needs and yielding positive experiences will demonstrate your commitment to customer success and advocacy.

A strong response will include an outline of various techniques such as analyzing customer satisfaction surveys, engagement levels, and success stories. Mention how you would keep an eye on customer interactions to identify those who show enthusiasm for the brand.

Candidates should explain their process for assessing opportunities based on customer engagement, potential impact, and alignment with business goals. Discussing a systematic approach to prioritizing and managing relationships can showcase strong organizational skills.

In your answer, emphasize the importance of storytelling in showcasing customer experiences, making emotional connections with audiences, and illustrating the value and impact of Celonis. Providing examples of effective storytelling can enhance your response.

Use this opportunity to share a real-life example of a successful advocacy initiative, detailing the strategies used, the outcome achieved, and any metrics that illustrate the impact. This will showcase your ability to execute advocacy programs effectively.

Explain how you work with departments such as marketing, sales, and product teams to align advocacy strategies with wider business goals. Mention the value of effective communication and teamwork in boosting advocacy results.

Be prepared to discuss specific challenges you've encountered, such as engaging difficult customers or measuring advocacy success, along with the strategies you implemented to overcome these challenges. This demonstrates problem-solving and resilience.

Describe your approach to tracking metrics such as customer engagement levels, advocacy conversion rates, and the impact of customer stories on sales performance. Providing metrics is crucial to illustrate the effectiveness of advocacy efforts.

Your response should reflect a genuine interest in Celonis’ mission, culture, and innovative technology. Highlight your passion for storytelling and customer engagement, and discuss how your values align with the company's ethos.