Customer Advocacy Manager

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013 Reputation is the global leader in reputation experience management. With its SaaS platform Reputation technology has managed tens of millions of consumer reviews and consumer interactions across hundreds of thousands of online points of presence for global companies spanning nearly every industry vertical.

Reputation was ranked for the second year in a row in G2s Top 100 Best Software list for 2022 as a part of its annual Best Software Awards. Recently Reputation was named to the Forrester Wave For Customer Feedback management platforms and was recognized by Forrester as one of the most significant social suite vendors. Additionally Gartner named Reputation to the 2021 Gartner Magic Quadrant for Voice of the Customer.

Why work at Reputation

• Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.

• Weve raised over $200 million in funding from Alist venture capital firms such as Bessemer Venture Partner and Kleiner Perkins including $150 million in equity financing from Marlin Equity Partners in January 2022.

• Reputation is trusted by more than 250 partners including Google Facebook Salesforce J.D. Power Amazon and Web.

• Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer Customer Feedback Management and Social Suites research reports.

• The platform is used by 10 major automotive OEMs and 16000 auto dealerships more than 250 healthcare systems and over 100 leading property management firms.

• Our executive management team is committed to building a performancebased culture where excellence is rewarded and careers are developed.

• Who thrives at Reputation Managers who embody a playercoach mentality. Employees who value teamwork and crossfunctional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

• Our Mission: We exist to forge relationships between companies and communities.

Reputation is looking for an experienced Customer Advocacy Manager to join our corporate marketing team by developing and nurturing customer advocates case studies and other critical touchpoints. Reporting to the Director of Corporate Marketing you are passionate about building relationships with customers working with them to bring their inspirational stories to market and engaging them in programs that create mutual success. This highly visible and impactful role requires a strategic thinker with a passion for customer engagement and storytelling.

Key Responsibilities

• This role is pivotal in amplifying the voice of our customers driving brand loyalty and fueling business growth

• You will be responsible for executing a comprehensive strategy encompassing customer references case studies content creation speaking opportunities awards programs and user community engagement.

• Oversee the customer reference program identifying recruiting and nurturing customer advocates

• Create compelling customer success stories case studies testimonials and other advocacy content across various formats (written video etc.

• Identify and secure customer speakers for webinars conferences and other events providing them with the necessary support and resources

• Design and execute a customer awards and recognition program to celebrate customer achievements and foster a sense of community

• Partner with the customer education team to develop and manage a thriving online user community facilitating peertopeer interaction and knowledge sharing including review solicitation and responding on sites like G2.

• Collaborate with sales marketing product and customer success teams to align on advocacy initiatives and maximize program impact

• Track and report on program performance demonstrating the value of customer advocacy to the organization

• Stay uptodate on industry best practices and emerging trends in customer advocacy marketing

What Youll Bring

• 5 years of experience in B2B marketing or customer success with a focus on customer advocacy customer marketing or related areas.

• Proven ability to build and manage successful customer advocacy programs from scratch.

• Experience in developing and executing customerfocused content such as case studies testimonials and videos.

• Strong understanding of customer engagement strategies and best practices.

• Excellent communication interpersonal and presentation skills.

• Ability to work independently and collaboratively with strong project management and organizational skills.

• Datadriven mindset with experience in tracking and reporting on program performance.

When you join Reputation you can expect:

• Flexible working arrangements.

• Career growth with paid training tuition opportunities.

• Active Employee Resource Groups (ERGs) to engage with.

• An equitable work environment.

Our employees say it best:

Our employees highlight our:

• Ample Opportunities There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.

• Positive Culture Great opportunity and exceptional culture. You will never have a better culture anywhere else. Period.

• Training and Tools All managers truly want you to succeed and you are given great tools and training to be successful in your role.

• Balance Great work life balance and awesome team environment!

Diversity Programs & Initiatives:

Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.

At Reputation we believe in:

• Diversity: Reputation facilitates a culture where people bring their diverse backgrounds life experiences and identifications together to achieve our company objectives and contribute their unique perspectives for the betterment of our company our customers and our people.

• Equity: Reputation believes in treating every employee fairly. We are committed to ensuring that all employees have fair and equal access and opportunity for advancement.

• Inclusion: Reputation believes in creating an environment where employees feel comfortable bringing their whole self to work. We believe feedback fuels progress and we ensure that all voices are able to contribute provide feedback and make a difference.

• Belonging: Our culture is one that values collaboration teamwork and engagement to ensure that all of our employees across the world know that as part of the Reputation Nation they are part of something bigger than themselves. We recognize that a culture of belonging cannot exist without a strong foundation of diversity equity and inclusion in place.

At Reputation we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees regardless of their background to make an impact in their work each and every day. Joe Burton CEO Reputation

Additionally we offer a variety of benefits and perks such as:

• Flexible PTO

• Paid company holidays

• 4 company provided Recharge Days which are wellness days off for the entire company

• Several active Employee Resource Groups (ERGs) to help foster inclusion and community

• Employee Assistance Program

• Access to a wide variety of unique perks and apps:

  • PerkSpot

  • Wellhub (Gym Pass)

  • Carrot Fertility

  • Omada

  • Ladder

  • SoFi

  • Fetch Pet Insurance

  • Calm for Kaiser

  • Spring Health for Guardian

  • XP Health for Guardian (virtual eyewear platform)

• 401k

• Health dental and vision insurance

• Paid maternity leave

• Employer paid short and long term disability and life insurance

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.

To learn more about how we handle the personal data of applicants visit ourCandidate Privacy Notice.

Applicants only No 3rd party agency candidates.