Customer Advocacy Manager

Esri   •  

Redlands, CA

Industry: Technology

  •  

8 - 10 years

Posted 182 days ago

This job is no longer available.

Plan and execute programs to support customer reference and advocacy initiatives, including setting the strategic direction for the function as well as serving as the internal champion for customer advocacy within the organization. You will be responsible for developing customers who are willing to speak on Esri's behalf and be part of tactics such as case studies, videos, social media, community posts, events, user groups, analyst relations, media/PR support, etc.

RESPONSIBILITIES

  • Establish and maintain the vision for customer advocacy within the company
  • Build a high-performance, cross-functional team to support customer advocacy activities such as sourcing, deployment and management of advocacy assets, and interactions
  • Educate key internal teams about the availability and strategic deployment of customer advocacy assets and interactions
  • Evangelize the value of customer advocacy internally; this includes articulating advocacy contributions to executive-level audiences
  • Identify new and more effective sources and formats of customer advocacy
  • Develop a successful measurement and reporting process to demonstrate the value and impact of customer advocacy
  • Work with other customer-facing functions, such as sales customer reference, to ensure the role of customer advocacy is clearly understood and internal alignment exists between these groups
  • Cultivate effective relationships with key customer group leaders, which includes but is not limited to global distributors, account managers, industry leads, product groups, and partner organizations
  • Conduct periodic assessments of the current state of customer advocacy within the organization to identify critical gaps and develop a plan to address them
  • Develop a roadmap for the required technology requirements to support customer advocacy development
  • Identify more effective strategies for embedding customer advocacy into other cross-functional areas including marketing campaigns
  • Assist in the creation of customer advocacy assets such as case studies, videos, and testimonials
  • Manage and maintain the customer advocacy database including monitoring adherence to customer reference limits, site visits, and customer contact updates

REQUIREMENTS

  • 7+ years of previous B2B marketing experience, ideally in customer marketing or customer reference/customer advocacy roles
  • Familiarity with customer reference management platforms, advocacy marketing platforms, database tools, social media platforms, and monitoring tools
  • Ability to build and maintain effective customer relationships
  • Strong verbal and written communication skills
  • Self-directed; strong and passionate about follow-up and collaboration
  • Bachelor’s or equivalent work experience (master's or MBApreferred)

RECOMMENDED QUALIFICATIONS

  • Fluency with Salesforce
  • Proven leadership and negotiation skills
  • Ability to work effectively in matrixed organizations
  • Very strong customer care orientation
  • Very organized, with amazing attention to detail
  • Passionate problem-solver