Customer advocacy manager

Terrasoft is a premium vendor of process-driven cloud based software for marketing, sales and service automation. Its key product line is recognized as a leader in the latest Forrester CRM Wave, 2016 and is also recognized within three 2016 Gartner Magic Quadrants. With its 550+ dedicated professionals and 6500+ customers worldwide, Terrasoft is well positioned to provide channel partners and clients with exciting opportunities in growing their business.
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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