Customer Advocacy Marketing Manager

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Act as a liaison between internal teams to effectively communicate and ensure understanding of customer voice and use cases highlighted during advocacy activities
• Identify key customers that can act as a marketing channel through case studies, speaking opportunities, etc.
• Lead the recruitment of new customer advocates
• Project manage customer reference platforms and processes associated with securing customer reviews & references through third-party sources (e.g., UpKeep Customer Community, Totango, Gartner Peer Insights)
• Run our case study process by coordinating and conducting customer interviews for video, web, and print
• Manage customer success story library by updating stories and sales slides as needed
• Manage and coordinate customer engagement and communication programs, such as customer focused virtual events, customer newsletters and product newsletters.
• Compose communication for product launches and prepare schedule for various campaigns
• Collect and report product feedback from our customer advocates with the product management team
• Host company customer focused workshops and presentations that excite and delight UpKeep teamBuild a strong presence of customers in our online community
• Complete customer profiles and ensure customer advocacy data is current and accurate within reporting tools and systems
• Review, manage and fulfill reference requests from sales
• Nurture relationships with customer advocates through communication and engagement in advocacy activities
• Create and maintain advocacy program materials, including presentations, training documentation and program communications
• Create and contribute to materials and output related customer events, customer case studies, speaking opportunities, video projects, etc
• Assist with gathering data and key metrics, as well as reporting related to customer advocacy to be presented to key stakeholders (e.g., executive leadership, analysts, partners, investors)

EXPERIENCE

• Bachelor’s degree with emphasis on communications, marketing, and business
• 4+ years of work experience at an B2B SaaS software company
• 2+ years of customer advocacy or customer marketing experience (general sales, marketing, or customer success experience also a bonus)
• Working in, or with, PR and communications

KNOWLEDGE

• Strategic and creative thinker with well-developed problem-solving and analytical skills
• Strong project management skills 
• Excellent written and verbal communication able to write effective and grammatically correct copy
• Technical knowledge of latest digital marketing tools and channels, including: Totango, Zoom AsanaFamiliarity with B2B marketing lead generation, and sales processes
• Demonstrated account management or consulting experience
• Effective communicator across multiple stakeholders and seniority levels 
• Ability to take initiative and seize opportunities in fast-paced environments

DESIRED BEHAVIORS

• Receptive to change – is flexible. Seeks and adopts improved approaches and processes.Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
• Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
• Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs. 
• Takes responsibility for own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn. 
• Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives. 
• Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work.  
• Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values. 
• Act as a good citizen of UpKeep.