As the Customer Advocacy Director, you will be pivotal in transforming satisfied customers into enthusiastic advocates for our brand. You will lead the creation and management of our regional Customer Advocacy and Customer Advisory Board (CAB) team, focusing on showcasing success stories, nurturing loyalty, and driving growth through public references. You will work cross functionally to identify creative ways to promote our customer stories through various channels. Candidates should possess a keen sense of observation and an innate ability to connect with customers on a deeper level, translating their needs into actionable advocacy strategies. 

Responsibilities of the Customer Advocacy Director 

• Advocacy Program Development: Design and implement a comprehensive customer advocacy program which identifies, nurtures, and leverages customers as advocates and provides a feedback loop for the company. 

• Customer Advisory Board Program Development: Lead and drive Customer Advisory Boards (Regional & Local) to foster strong relationships and gather actionable insights from advocates. 

• People Leader: Manage the AMER & EMEA Customer Advocacy & CAB team and support their deliverables as well as your own.  Align with APAC CAB team to ensure a seamless customer experience. 

• Customer Engagement: Build and maintain strong relationships with customers, understanding their needs and success stories.  

• Customer Reference Service: Manage a customer reference incentive program to deliver expertise in matching customer references with prospects.   

• Identify Advocates: Identify potential customer advocates within our client base and work collaboratively with the global sales team to engage and nurture them. 

• Advocacy Campaigns: Develop and execute advocacy campaigns, including case studies, testimonials/videos, and success stories, to showcase how our products and services have positively impacted our customers.     

• Advocate Community: Establish and manage a customer advocate community by leveraging the CAB members, fostering peer-to-peer interactions and knowledge sharing. 

• Feedback Collection: Bring feedback from CAB meetings to key stakeholders inside the company to impact roadmap, innovation and strategy.  Provide a feedback loop, bring closure to any open items which impact the customer. 

• Reporting: Track and report on the impact of the customer advocacy program, including progress against the sales incentive program, ongoing support for earnings citations, customer references for PR, sellers & C-level opportunities. 

• Collaboration: Collaborate with cross-functional teams, including Product Solutions Marketing, Corporate Marketing, Investor Relations, PR, CRO, to align advocacy efforts with company goals. 

• Trusted Advisor: Serve as the internal ambassador for the program, facilitating ongoing communication and education regarding its objectives and benefits to both our customers and the organization. 

Customer Advocacy Director Requirements 

• Bachelor's degree in marketing, business, or a related field. 

• 12+ years of proven experience in customer advocacy, customer reference, customer success or customer-facing marketing roles in a B2B company. 

• Proven track record of successfully leading and managing customer advocacy programs that yield measurable results. 

• Supportive leader, mentor and always puts ‘we before me’ 

• Customer-centric mindset with an intuitive ability to prioritize customer needs  

• Excellent communication and relationship-building skills with C-level and beyond.  

• Strong project management abilities to execute advocacy campaigns effectively. 

• Ability to gather and analyze data to measure advocacy program impact. 

• Self-motivated with a passion for building and nurturing customer relationships. 

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

• Exceptional organizational skills and attention to detail.