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Full-Time

Sr. Customer Advocacy Manager

Confirmed live in the last 24 hours

Smarsh

Smarsh

1,001-5,000 employees

Regulated communications capture and retention solutions

Data & Analytics
Fintech
Government & Public Sector

Compensation Overview

$120k - $150kAnnually

+ Tokens of Appreciation Programs

Senior, Expert

Atlanta, GA, USA

Category
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Management
Salesforce
Marketing
Requirements
  • Experience creating and running an advocacy program
  • BA or BS Degree & 8+ years of experience with Customer Advocacy and 2+ year of experience in marketing overall at a B2B company
  • Experience marketing to enterprise SaaS or financial services preferred
  • Experience with Salesforce & with project management and/or change management methodologies highly desired
  • Exceptional interpersonal and influence management skills to work with cross-functional teams and drive alignment among key stakeholders
  • Proactive, strategic, and solutions-focused marketer
  • Strong passion for serving and understanding customers: customer-first mentality
  • Strong analytical skills to evaluate marketing effectiveness and ROI of customer engagement
  • Ability to see the bigger picture – to listen to what customers say and identify strategic areas for business improvement
  • Ownership mentality and proven ability to meet deadlines, work collaboratively with others, and ensure high quality deliverables
  • Strong project management skills and the ability to use data to guide decision-making and resource allocations
  • Strong written and oral communication skills
Responsibilities
  • Own the global customer reference program, including vendor management for the technology and development of data-informed recruitment strategies
  • Track progress and KPIs of the customer advocacy program, as well as life cycles of advocate accounts
  • Drive campaigns and resources to ensure Sales and Customer Success adoption of the advocacy program
  • Build pipeline of customer advocates for Smarsh business segments to ensure support of all sale and CSM teams
  • Manage tokens of appreciation programs for internal users and customer advocates
  • Serve as primary curator of market-facing advocacy deliverables (case studies, logos, testimonial quotes)
  • Planning stakeholder for Smarsh Customer Advisory Board meetings and events, working with account teams to identify and secure customers for strategic topics
  • Project manager for all stages of awards program, including nomination, promotion, customer communications, internal evaluation, and customer recognition
  • Cross-functional collaboration within Marketing, Sales, Product, and Customer Success to identify and position nominees for executive review
  • Partner with Legal to determine appropriate terms and conditions for program participation to ensure mutually beneficial value for customers and Smarsh
  • Conduct systematic quantitative and qualitative outreach to closed won/lost accounts
  • Analyze quantitative/qualitative customer data (win/loss surveys and interviews, NPS data, SFDC) regularly and report out to stakeholders regularly
  • Serve as an essential feedback loop for customers insights and cross-functional continuous improvement

Smarsh offers an engaging and dynamic workplace that is pivotal for professionals keen on contributing to highly regulated sectors like banking and government. Working at Smarsh means utilizing cloud-native technologies to manage and analyze communication data, thus playing a key role in safeguarding the integrity of financial and governmental communications. The company's focused approach on detecting regulatory and reputational risks provides a critical service, making it a valuable and secure environment for industry professionals.

Company Stage

Series D

Total Funding

$156.8M

Headquarters

Portland, Oregon

Founded

2001

Growth & Insights
Headcount

6 month growth

4%

1 year growth

3%

2 year growth

-4%