Compensation Overview

We are looking for an experienced Senior Marketing Programs Manager – Customer Advocacy to join our energetic marketing department.  The ideal candidate will have experience driving event strategy and execution and working in a fast-paced environment.  

Location: Remote: This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid. 

Key Responsibilities:

This individual is highly visible and cross-functional leader with great time management skills.  They will partner with corporate marketing, product marketing, sales leadership, sales reps and business development and product management members.

• 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. Agreement of key evidence materials to drive awareness, provide tangible evidence of success that can be shared with prospects and fellow customers.
• 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.

Key Skills: 

• 10+ years of experience in customer advocacy and customer marketing, field marketing, planning, budgeting and execution
• Exceptional story telling capabilities, relationship building, and budgeting and vendor management skills.
• Real passion for building customer advocates and developing customer experiences
• Proven track record of successfully handling stakeholder relationships at all levels
• Listening and persuasion skills Experience managing contractors and directs.
• Experience managing multiple campaigns/projects
• Basic understanding of productivity tools such as SFDC, Asana, etc. Strong MS Office – Excel, Word and Outlook
• Exceptional communication skills, including interviewing abilities
• Ability to manage and prioritize multiple projects at one time
• Strong organization and project management skills
• Ability to thrive in a team environment
• Bachelor’s degree or equivalent experience  

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