Customer Advocacy Manager Jobs

Plant Technology is looking for a Customer Advocacy Manager to join our well known financial services client. This position will help build their Customer Advocacy program to increase customer engagement, loyalty adoption, and advocacy. You will partner with Product Marketing, Customer Success, Sales, and our Creative teams to facilitate the amplification of the voice of the customer. You will help support future stages of integrated marketing experiences across our entire ecosystem of prospects, customers, and partners.

The ideal candidate should have a customer-first mindset and understand the behaviors, needs, and touchpoints that contribute to successful customer journeys from awareness and consideration through to renewals and advocacy. This role requires a self-starter mindset to impact growth of our community of brand advocates.

Key Responsibilities:

• Capture pre-interview notes on each customer, their business and how solutions have helped them succeed
• Be an active advocate of the Customer Community
• Synch with team on reference utilization and other tracking tools (e.g., Reference Edge)
• Support building a healthy customer advocacy pipeline, recruitment and request fulfillment process
• Follow up with appreciation gifts
• Request fulfillment for customer advocates to participate in various communication, marketing and sales activities
• Track cross functional activation requests
• Follow up on leads from - executives, product, event marketing, sales, customer success, and from third-party review sites like G2, Capterra, Trustpilot, etc.
• Vet advocate leads* internally prior to contacting the customer

Must Haves:

• Experience with content production and editorial storytelling
• A passion for identifying and connecting with customers across a diverse set of industries and thinks strategically about how the customer's story will help win more customers
• Detail-oriented and highly organized
• Customer-centric mindset and experience serving as the voice of the customer
• 5+ years of customer marketing experience, preferably with running customer reference programs, advocacy community programs
• A strong collaborator
• Results driven, able to function well in a fast moving environment
• Exceptional communication skills, both written and verbal