Job Summary

We are looking for a proactive and collaborative customer advocacy professional to join our Global Advocacy team. This individual will combine an understanding of technology and a passion for storytelling to help manage and grow our customer advocacy program in AMER. They will engage directly with customers through programmatic outreach and relationship management to help grow and operationalize a top-tier advocacy program which puts the customer at the center, while supporting business and revenue growth.  

Responsibilities 

• Recruit and manage F500/G2000 references and create impactful stories  

• Create and maintain in-depth customer profiles and contacts using tools such as Smartsheets, SFDC and internal AI tools 

• Support the CAB Program Manager with recruiting, proposing new customers, collaborating on certain tasks when/where needed 

• Partner with sellers and manage reference request fulfillment and track reference activity and outcomes 

• Collaborate cross functionally and cross regionally to drive opportunities for promotion and broad-based leverage of customer success assets 

• Work closely with the AMER leadership team in order to support the ongoing needs of the region and corporate functions 

• A keen focus on stakeholder management where relationships internally & externally are critical for the program’s success 

• Collaborate with the Investor Relations & CEO office for quarterly earnings citations; identify new customers each quarter to be named in earnings and drive the approval process in the AMER region 

• Secure customers for panels, interviews, events to speak (e.g. Analyst Day, AI Summit)` 

• Secure customers to participate in joint storytelling with the media; partner closely with the PR team to proactively bring stories to life 

• Be a trusted advisor to the Customer and Revenue organization (CRO), including sales, marketing, brand and customer experience and support them on how/when to use references 

• Develop strategies for integrated customer reference engagement plans that showcase customer success via a variety of deliverables including: written, video, quotes, business and technical case studies and slideware 

• Develop customer story content and manage end-to-end content creation process with in-house and external agencies, including translation and localization needs 

• Increase program adoption and visibility 

• Produce monthly/quarterly reporting and regular communications to stakeholders 

• Foster and promote long-term, mutually beneficial customer relationships with a focus on developing win/win opportunities for Equinix and the customer 

• Ability to understand and articulate the value of the program to a variety of internal and external stakeholder audiences 

Qualifications

• 5+ years experience in customer advocacy, customer success, marketing, public relations or related field, in the B2B industry 

• An intellectually curious and passionate learner that is self-motivated to understand the “What” and “Why” and delights in winning over customers 

• Thrives in a fast-paced, highly matrixed environment, showcasing calm adaptability and a positive embrace of change as needed 

• Excellent English verbal and written skills 

• Superb presentations and client-facing skills, particularly at c-level 

• Strong project and program management skills 

• Creative and highly adaptable to changing environments 

• Good analytical skills 

• Tech-savvy and quick learner (i.e. Microsoft Office, Smartsheets, Salesforce, CRM tools)