Senior Director, Customer Advocacy

JOB SUMMARY

The Senior Director of Customer Advocacy is responsible for leading the strategic direction and implementation of programs that build successful relationships with our customers and turn them into champions of our products and services. This role is also responsible for facilitating programs that lead to introductions into key accounts through executive sponsorship.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Lead the advocacy efforts, partnering closely with the executive and sales leadership teams to develop strategies that lead to mutually beneficial partnerships with existing customers resulting in referrals, testimonials and case studies.
• Work across the organization and our partners to initiate referral programs that lead to introductions to IT decision makers within key accounts.
• Gather and interpret customer feedback to continually evolve our storytelling opportunities to further our brand and consideration within strategic markets.
• Develop programs that encourage customers to share their stories and amplify them through events, webinars, social media and other platforms.
• Keep up to date on industry and competitive trends and customer needs to ensure our customer narrative remains relevant and impactful.
• Work with the creative and content teams to develop assets including advertising, videos, presentations and other assets to highlight customer success stories.
• Define and track associated KPIs across engagement and conversion metrics to determine ROI.
• Other duties as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Hands-on experience leading a customer advocacy function within a technology company
• Proven ability to craft strong narratives by developing customer stories that are relevant to various audiences
• Ability to conduct formal presentations to all levels of management on issues or findings in assigned areas or subjects
• Ability to work independently and make recommendations and decisions autonomously
• Ability to manage multiple projects and tasks at one time and prioritize and organize effectively
• Ability to work well cross functionally within the organization Strong attention to detail balanced with the ability to think strategically
• Highly developed capacity for teamwork and a strong focus on the customer

Required Education

Bachelor's degree in communications, marketing, or public relations

Required Related Work Experience and Number of Years

Customer Advocacy, Public Relations or Corporate Communications experience: 10+ years

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Knowledge of cable television products and services preferred.

Preferred Education

Bachelor's degree in communications, Business or related discipline and/or equivalent experience

WORKING CONDITIONS

Office environment

Travel as required