Customer Advocacy Manager (1 year contract)

Job Summary:

The mission of the Customer Advocacy Manager is to lead critical efforts to generate customer insights and formulate strategies for telling our customers stories and developing customer champions in the industry. This involves nurturing and harnessing positive customer experiences to build brand loyalty attract new customers and strengthen the overall reputation of the company.

Please Note: This is a 1 year contract position.

How You Will Make an Impact:

• Customer Advocacy Strategy Development: Develop a comprehensive customer advocacy strategy that aligns with the overall marketing goals and objectives of the organization. This strategy should outline how to identify and engage satisfied customers and turn them into advocates for the brand.
• Identifying Customer Advocates: Identify and recruit satisfied customers who are willing to act as brand advocates.
• Customer Advocacy Programs: Create and manage customer advocacy programs that incentivize and reward customers for advocating on behalf of the brand. This could include referral programs customer testimonial campaigns case studies and customer success stories.
• Building and Managing Customer Champion Program: Establish and maintain customer communities where advocates can connect share experiences and promote positive discussions.
• Managing Customer Testimonials and Case Studies: Gather customer success stories testimonials and case studies that highlight the positive impact of your products or services. Use these materials in marketing campaigns on the website and in sales collateral.
• Advocacy Content Creation: Collaborate with the content marketing team to create compelling content that showcases customer success stories and demonstrates the value of your products or services to potential customers.
• Advocacy in Marketing Campaigns: Integrate customer advocacy into marketing campaigns across various channels such as social media email marketing and advertising. Use customer testimonials and success stories to build trust and credibility.
• Nurturing Customer Relationships: Maintain regular communication with advocates to keep them engaged and informed about new marketing initiatives or opportunities for advocacy.
• Tracking and Measuring Advocacy Impact: Implement systems to measure the impact of customer advocacy efforts on marketing metrics such as customer acquisition conversion rates and customer retention.
• Collaboration with Sales Teams: Partner with the sales team to provide them with the necessary customer advocacy materials and support enabling them to leverage customer success stories in their sales pitches.
• Customer Feedback and Insights: Gather customer feedback from advocates and share relevant insights with the other D2L teams to improve products services and overall customer experience.
• Monitoring Industry Trends: Stay informed about industry trends customer needs and competitive landscape to continuously refine the customer advocacy strategy and stay ahead of the competition.
• Budget Management: Responsible for managing the budget allocated for customer advocacy programs and campaigns ensuring efficient and effective use of resources.

What Youll Bring to the Role:

• 5 years in Customer Marketing Public Relations Customer Success EdTech Education (K-12 or Higher Ed) SaaS or related tech B2B roles
• Experience in managing advocacy programs creating advocacy content and leveraging customer testimonials for marketing purposes
• Customer-Centric Mindset: Deep understanding of customer needs pain points and preferences and a passion for customer success with demonstrated experience developing and managing relationships to drive customer satisfaction and maintain long-term relationships
• Exceptional Communication: Strong written and verbal skills for engaging customers and internal stakeholders
• Influence & Negotiation: Skilled in securing customer participation in advocacy programs and aligning internal teams
• Strategic Thinking: Ability to align advocacy efforts with broader marketing and business goals
• Cross-Functional Collaboration: Experience working with marketing sales product and support teams
• Ethics & Integrity: Commitment to honest authentic customer representation
• Content Creation: Ability to develop compelling customer stories testimonials and case studies
• Marketing and Branding: Understanding marketing principles and branding to integrate advocacy efforts into marketing strategies
• Project Management and Leadership: Abilityto lead plan execute and monitor customer advocacy initiatives
• Data Analysis: Proficient in analyzing customer feedback and advocacy metrics to drive improvements
• Tech Proficiency: Familiarity with advocacy platforms (e.g. Crowdvocate Base) CRM tools (e.g. Salesforce) and marketing automation systems. Familiarity with customer review and engagement campaigns for review sites like G2 Crowd would be an asset.
• Adaptability: Comfortable navigating evolving customer needs and market trends
• Recommended Education:A bachelors degree in marketing communications business administration or a related field

Required Experience:

Manager