The Opportunity

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

Your Job Responsibilities

What you will be doing:

• Develop and manage a global customer champions program for sales and analyst references, speaking, case studies,etc.
• Develop strategies and plans and manage the program of communicating to and engaging our customers so they can continue to learn best practices, how-tos, product updates, insights, and trends.
• Work with our events, customer success, and revenue teams to plan out and deliver highly successful in-person and virtual events for customers. Some of these events will have prospects attending.
• Stimulate, nurture, and curate review activity on peer review sites and communities like G2, TrustRadius, Capterra, and Gartner Peer Insights.
• Stand up a Customer Advisory Board to formalize how we gather feedback on our product roadmap, use cases, etc., and learn from the insights of the CAB members.
• Build and successfully manage communities for customers. Such may include online forums, in-person user group events, etc.
• Collaborate with product marketing, our Chief Insights Officer, and GTM teams to have a process in place for tapping into and channel insights and feedback broadly from our customer base.
• Anything else that you think we should be doing to make the function have a bigger impact and deliver outcomes at scale.

Your Skillset

What makes you a great fit for the team:

• Experience owning and running customer advocacy and marketing at scale and delivering measurable results
• Exceptional communication, presentation, interpersonal and influencing skills
• Strong passion and empathy for customers
• Operational and analytical mindset with strong attention to detail and ability to define and set up key operational processes to track and report on success outcome metrics.
• Ownership mentality and proven ability to meet deadlines, work collaboratively with others, and ensure high quality deliverables and outcomes
• Be able to prioritize in a fast-paced and lean organization
• Experience with technologies that make the role successful
• 10+ years of overall, and 5+ years in a similar function in growth-stage B2B SaaS environment(s)
• BA or BS Degree or relevant experience

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