Customer Advocacy Marketing Manager

Customer Advocacy Marketing Manager

Requirements

• 5+ years of experience leading customer marketing strategy and tactics in a B2B SaaS company (experience in market and competitive intelligence or financial services a plus)
• Experience using marketing platforms including Salesforce, Marketo, advocacy management tools. Additionally, tools for analysis such as Excel and Tableau.
• Strong focus on results, measurement, and optimization to maximize ROI, with proficiency in data storytelling.
• Exceptional communication skills, enabling effective interaction with customers and internal teams.
• Proven track record of building and managing advocacy identification and recruitment through customer lifecycle programs utilizing diverse marketing tactics.
• Extraordinary writing, editing, and communication skills
• Excellent project management skills with the ability to influence and lead at all levels of the organization, experience with Asana or like tools.
• Ability to thrive in a rapidly changing environment and run multiple concurrent project demands within established timelines
• Collaborative team player, willing to go the extra mile to help other team members excel

Responsibilities

• Develop and implement a comprehensive, ongoing advocacy strategy aligned with the company’s objectives
• Collaborate across AlphaSense to align advocacy programs with overall strategies and ensure a seamless customer experience
• Identify and recruit advocates from customer base, employees, and other stakeholders for activities such as speaking engagements, testimonials, reviews, case studies, referrals and references.
• Nurture relationships with advocates in a creative ways, ensuring ongoing engagement and satisfaction
• Provide support, resources, and guidance to advocates to help them effectively advocate on behalf of the company
• Develop and manage advocacy campaigns to drive awareness and action, utilizing various channels and platforms.
• Utilizing Champion, customer advocacy management software, keeping track of customer engagements to have a clear view of what’s available and a history of a customer’s involvement
• Partner closely with Growth Customer Marketing Manager to manage advocate and growth activities such as third-party reviews and referrals
• Maintain advocacy tracking for transparency into progress of program initiatives and reporting to measure the impact and success of customer advocacy programs.
• Manage customer advocacy tools, as necessary, including managing build, maintenance and data health with the Marketing Operations team.
• Collaborates with advocates to create compelling content that showcases their success and experiences with the AlphaSense’s products or services
• Build a deep understanding of AlphaSense customers and translate those insights to meaningful stories; create best-in-class customer video and case study content in partnership with internal creative services and external agencies
• Collaborate with Sales, Product Marketing & Demand Generation to promote and re-purpose customer stories (quotes, videos, blog posts, and case studies) across multiple communication channels, with addition to using AI slackbot
• Collaborate cross-functionally to gather customer success stories, feedback, and data to enhance advocacy initiatives.
• Support senior executives, marketing, and sales with reference discovery and connections
• Provide product feedback given by advocates to the Product Management team, manage frequency of asks to customers
• Define key performance indicators (KPIs) to measure the effectiveness and impact of advocacy programs.
• Monitor and analyze data related to advocate engagement, content performance, and program outcomes.
• Prepare regular reports and provide insights to relevant stakeholders on the success of advocacy initiatives.
• Leverage key technologies to enable efficiencies in managing advocates and core assets to support the programs
• Collaborate with technical teams to support requirements for connecting advocacy platforms to other company systems
• Build out workflows to support key customer programs to enable sales and customer success to recruit and engage advocates
• Maintain business case for advocacy program growth to include reference, user groups and other community like engagements with advocates.

Preferred Qualifications

• An entrepreneurial self-starter who can take charge, prioritize input, develop, and execute a plan
• A creative problem solver who challenges the status quo
• A dependable team player who works hard while maintaining the ability to laugh and have fun
• A curiosity for data, measuring results, uncovering trends