Customer advocacy manager

Terrasoft is a premium vendor of process-driven CRM software for marketing, sales and service that has been successfully operating in the CRM market for more than 14 years. Bpm'online provides unique synergy of BPM technologies and CRM to empower organizations to accelerate time-to-strategy execution. The beauty and core value of bpm'online products are the out-of-the-box best practice processes that guide users through the most effective actions to accelerate results. Users love bpm'online's engaging interface with its social look and feel, free from redundant information that keeps them focused on what's relevant.
We are looking for a high-energy Customer advocacy manager that can balance strategic thinking with the best-in-class tactical execution to join bpm'online's team.
Strategic responsibilities:
  • Develop and execute on a year round, multi-channel customer community strategy to increase overall engagement and drive positive NPS
  • Lead and manage customer engagement and communication programs, such as in-person/virtual events, workshops, annual conferences, awards programs, onboarding and ongoing nurture campaigns
  • Connect with customers to ensure continued education and success throughout the relationship lifecycle
  • Identifying key customers that can act as a marketing channel through case studies, speaking opportunities, etc
  • Help marketing and sales meet business objectives through customer advocacy initiatives
Tactical responsibilities:
  • Define and document the customer reference process and workflow
  • Work with sales, pre-sales, channel and marketing personnel to identify potential reference customers, with input into the proposal stage to obtain the necessary rights and permissions in advance; continually recruit new customer advocates
  • Own execution and success of global success story development, case study management, and video testimonials
  • Tightly collaborate with content management team to create interesting customer stories and tease out the relevant details to increase readership.
  • Fulfill reference requests from sales, marketing, and partners.
  • Work with customers to present at events, on webinars, collaborate with content team to work with the customer on the content including abstracts and presentations.
  • Own execution and success of customer newsletters.
  • Define and administer a central customer reference repository, a library of up-to-date customer success stories.
  • Enable the sales and services teams to best leverage customer advocacy tools to impact new sales and customer lifecycles.
  • Manage annual/biannual/quarterly customer satisfaction surveys to drive change throughout the organization.
  • Measure and report on program performance through agreed KPIs.
  • Provide product feedback given by advocates to the Product Management team.
  • Fluency in English is a must
  • 3 years of marketing or sales enablement experience
  • Ability to build strong relationships and work cross-functionally across with internal teams and external customers
  • Strong project management skills and ability to prioritize tasks
  • A self-starter who is inventive when solving problems and resourceful in finding answers when information is not readily available
  • Experience with Net Promoter Score (NPS)
  • An analytical and data-driven approach to problem solving
  • Global mindset
  • The opportunity to join an innovative business and markets
  • Promoting cutting-edge BPM + CRM technologies in North America and around the world
  • Helping global companies deliver best possible customer service to their clients with the help of bpm'online products
  • Working according to Agile methodology in a high performing, cross-functional professional team
  • Introducing positive new ideas and sharing skills with your colleagues
  • Driving innovation on a daily basis
  • A competitive salary & package with a real focus on personal development and growth
Join bpm'online team and take a fantastic opportunity to make a change in your career and grow your professional level!

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Not ESI!