Senior Director, Customer Advocacy

The Senior Director of Customer Advocacy and Engagement is a strategic role, leading and overseeing the strategy, planning and execution of the company’s customer advocacy team and goals.

This strategic leadership role is critical to the success of the company’s voice of the customer journey, driving awareness across our website, social platforms, events and external engagements - while ensuring great customer experiences that lead to even greater customer advocates to support continued business growth. This role also includes being a strategic partner with the sales and customer-focused teams to support the customer journey.

The Senior Director plays a key role in supporting and achieving how customers perceive the company while driving higher customer satisfaction, customer retention, new business growth and profitable pipeline.

The Role:

• Develop strategic plan around our GTM business priorities to build a strong pipeline of customer advocates and stories to meet business goals, amplify brand messages, and accelerate sales opportunities

• Build strong relationships with customers and collaborate with them to share their stories

• Manage the collaboration across teams, including marketing, sales, and customer success to ensure an optimal engagement model and joint KPIs

• Deliver a robust reporting model to track progress and provide insight on how customer stories are being utilized

• Create a scalable plan for identifying and nurturing customer advocates in alignment with go-to-market priorities

• Ensure delivery against program KPIs, including development and publication of targeted customer stories, securing keynote speakers for major events, enabling PR/AR coverage, identifying references for sales and more

• Develop and drive internal planning, communication and reporting processes with key stakeholders regarding customer requests and assets

• Lead a team that is collaborative and results oriented

Preferred/valuable experience for the Senior Director of Customer Advocacy and Engagement can include:

• Experience in leading a customer advocacy and engagement team that works in collaboration with multiple business functions, consistently delivering great end-to-end customer engagement across stages, channels and touchpoints in the customer journey.
• Enabling a two-way stream with customer facing teams to collect feedback on best practices and pathways to success to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, while partnering with the marketing, branding and sales teams to align with the larger company advocacy strategy.
• Previous success at building and managing a team of customer advocacy specialists with deep domain expertise in voice of the customer and customer journeys.
• Encourage problem-solving, strategic thinking and customer-orientation amongst the team.
• Liaise with heads of other teams such as sales, marketing, customer support, branding and account management to ensure customer-centricity in their respective departmental work and help them deliver on the overall customer advocacy strategy.
• Measure and track delivery ROI on identified transformation opportunities for the customer advocacy and engagement team along with driving continuous process and a culture of success.