Senior Marketing Programs Manager
Customer Advocacy
Posted on 1/20/2024
INACTIVE
Five9

1,001-5,000 employees

Cloud based call and contact center software
Company Overview
Five9's mission is to empower organizations to transform their contact centers into customer engagement centers of excellence. The company provides software for managing omnichannel customer interactions including voice, SMS, chat, email, social, video, and more.
AI & Machine Learning
Data & Analytics

Company Stage

Series D

Total Funding

$126.6M

Founded

2001

Headquarters

San Ramon, California

Growth & Insights
Headcount

6 month growth

6%

1 year growth

11%

2 year growth

27%
Locations
San Francisco, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Management
Salesforce
Marketing
Asana
PowerPoint/Keynote/Slides
CategoriesNew
Sales & Account Management
Product
Growth & Marketing
Requirements
  • 10+ years of experience in customer advocacy and customer marketing, field marketing, planning, budgeting and execution
  • Bachelor's degree or equivalent experience
  • Strong organization and project management skills
  • Exceptional communication skills, including interviewing abilities
  • Basic understanding of productivity tools such as SFDC, Asana, etc.
  • Listening and persuasion skills
  • Experience managing contractors and directs
  • Proven track record of successfully handling stakeholder relationships at all levels
Responsibilities
  • Responsible for overall customer marketing budget and budget processes, including tracking of expenses and oversee individual budget reconciliation and accruals
  • Day-to-day development, oversight, and communication of Customer Advocacy program in support of accelerating lead and pipeline generation
  • Develop a scalable Reference Program for public and Five9 centric activities
  • Optimizing Five9’s ability to create Referral business via strong experiential engagement across key customer personas within our customer base
  • Build a consistent Review pipeline for the G2/Gartner Peer Insights platforms paired with a closed loop process for feedback into Product, Customer Success and Sales to ensure a high rating is maintained and in line with competition
  • Manage the Customer Advisory Board under the guidance of the CMO responsible for in-person and virtual meetings
  • Development of 4 Customer Club events, virtual and physical. Paired with 2 product feedback events
  • Input and close collaboration with the Demand, Sales and Customer Success teams on cross-sell and upsell strategy and campaigns
  • Partner with Sales and Customer Success to develop a plan to procure customer references that align with sales, product growth, and key marketing initiatives
  • Partner with customer reference team members to maintain a reference tracking system within Salesforce and intranet for sales enablement
  • Collaborate with Sales to identify customer references to speak with prospects while project managing customer reference requests focused on account sizes of 50 to 1000+ from marketing, sales, AR/PR and web teams
  • Manage customer interviews to gain a deeper understanding of the Five9 use case and develop content with customers, the customer success team, product management, and the content team
  • Lead the customer awards process from the submission process, council review, script for keynote announcement at CXS
  • Manage vendor relationships and service providers; negotiate contacts
  • Partner with the VP of Customer Marketing to develop dashboards tracking Advisory Boards, Reviews, References, Engagement and in a consistent manner allowing for real time review and management
Desired Qualifications
  • Real passion for building customer advocates and developing customer experiences
  • Experience managing multiple campaigns/projects