Sr. Customer Advocacy Manager

Summary

The Senior Manager, Customer Advocacy is a strategic, cross-functional project and program manager focused on advancing organization-wide customer advocacy efforts. This role manages the customer reference program and Customer Innovator Awards. It will also elevate the voice of the customer, a key initiative with executive-level visibility, with the goals of increasing retention, customer advocacy and building stronger customer relationships. This role requires collaborative partnership and engagement with customers and internal stakeholders (Sales, Customer Success, Product, Marketing) to maintain strength and support of programs.

• Customer Reference Program
• Own the global customer reference program, including vendor management for the technology and development of data-informed recruitment strategies
• Track progress and KPIs of the customer advocacy program, as well as life cycles of advocate accounts
• Drive campaigns and resources to ensure Sales and Customer Success adoption of the advocacy program
• Build pipeline of customer advocates for Smarsh business segments to ensure support of all sale and CSM teams
• Manage tokens of appreciation programs for internal users and customer advocates
• Serve as primary curator of market-facing advocacy deliverables (case studies, logos, testimonial quotes)
• Planning stakeholder for Smarsh Customer Advisory Board meetings and events, working with account teams to identify and secure customers for strategic topics
• Customer Innovator Awards
• Project manager for all stages of awards program, including nomination, promotion, customer communications, internal evaluation, and customer recognition
• Cross-functional collaboration within Marketing, Sales, Product, and Customer Success to identify and position nominees for executive review
• Partner with Legal to determine appropriate terms and conditions for program participation to ensure mutually beneficial value for customers and Smarsh
• Voice of the Customer
• Conduct systematic quantitative and qualitative outreach to closed won/lost accounts
• Analyze quantitative/qualitative customer data (win/loss surveys and interviews, NPS data, SFDC) regularly and report out to stakeholders regularly
• Serve as an essential feedback loop for customers insights and cross-functional continuous improvement

• Experience creating and running an advocacy program
• BA or BS Degree & 8+ years of experience with Customer Advocacy and 2+ year of experience in marketing overall at a B2B company. Experience marketing to enterprise SaaS or financial services preferred
• Experience with Salesforce & with project management and/or change management methodologies highly desired
• Exceptional interpersonal and influence management skills to work with cross-functional teams and drive alignment among key stakeholders
• Proactive, strategic, and solutions-focused marketer
• Strong passion for serving and understanding customers: customer-first mentality
• Strong analytical skills to evaluate marketing effectiveness and ROI of customer engagement
• Ability to see the bigger picture – to listen to what customers say and identify strategic areas for business improvement
• Ownership mentality and proven ability to meet deadlines, work collaboratively with others, and ensure high quality deliverables
• Strong project management skills and the ability to use data to guide decision-making and resource allocations
• Strong written and oral communication skills