Customer Advocacy & Engagement Program Manager - APJ

The Customer Advocacy and Engagement Manager will play a vital role in enhancing customer satisfaction and loyalty in our customer base in APJ. This position involves proactively managing customer interactions, building strong relationships, and ensuring that customer needs and expectations are met. The candidate will develop strategies to foster customer engagement and advocate for their successes, aligning them with our corporate goals and regional focus areas.

In this role you will....

• Define effective strategies to collect customer feedback across the customer lifecycle journey and support customers in APJ

• Build trust and strong relationships with key customers and drive our customer reference program ensuring we have a steady flow of new referenceable region specific customers stories, customer references, customer videos, social media posts, user groups etc.
• Provide support to make customers successful as an organisation; always put customers in the center of our attention
• Build strong relationships and collaborate cross-functionally with regional and global leadership, sales, marketing, and customer facing teams and enforce a customer centric approach across teams internally
• Drive adoption and advocacy across our top strategic customers esp. with senior roles inside of our customer base
• Owning the community management of our customer-facing discussion forums and capture customer feedback and reporting requests to the regional leadership team, product management and other departments
• Link key customer metrics to business performance metrics to understand correlations between customer satisfaction and other key business KPIs and to predict behavior
• Manage marketing tools such as Asana, Gong, Gainsight etc. and be comfortable with Salesforce
• Manage regional budget and support team to become strong regional customer advocacy managers

• Thought leader and vocal advocate for customer needs; 5 to 7 years within the domain of customer marketing and customer experience
• Proven ability to drive amazing customer experience and results through team development
• Ability to change approach and/or methods to best fit the situation/audience
• Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you've done in the past, not adhere rigidly to it
• Curious, open-minded, with great listening and customer service skills
• A team player with collaborative personal style to ensure delivering the best results for the company and the customer
• Strong understanding of marketing processes, customer operation, business metrics, and their different drivers
• Ability to meet clear priorities and performance goals
• Exceptional analytical skills, strength in data-driven communication; creative thinker with a can-do attitude
• Excellent project management skills, including the ability to design and manage multiple projects under tight deadlines
• Experience in driving change initiatives in a fast-paced environment; flexible and able to adjust to changing priorities