Customer Marketing Manager- Advocacy Programs




Summary:



At Genesys, we put customers first, and we want to shine a spotlight on their success. We're looking for an experienced marketer who is passionate about raising the awareness of customer advocates, while ensuring they are rewarded for advocacy and feel part of a wider customer community.

The Customer Marketing Manager will join a team with global responsibility for customer advocacy marketing to:

  • Recruit customers into the Genesys Customer Advocacy Program and manage the advocate community
  • Manage user groups and customer advisory board events
  • Manage an online customer review program
  • Capture customer stories in all formats
  • Run the annual Genesys Customer Innovation Awards program
The Customer Marketing Manager will be responsible for managing our customer advocacy program, which runs on Influitive. Key activities include creating campaigns to recruit new reference customers, engaging various Genesys teams to create and share content on the platform, managing daily traffic on the platform and planning the program evolution. In addition, this role will manage an online review program that is tightly integrated with recruiting customers to share their experiences with Genesys on sites like G2Crowd, TrustRadius and Peer Insights, among others. The right candidate must have strong communication skills, be an evangelist for the Genesys Customer Advocacy Program, and be able to quickly build rapport with executives, customers, and members of Genesys marketing, sales and services teams.

Responsibilities:
  • Build strategies and campaigns to recruit new customers into the Genesys Customer Advocacy Program
  • Educate customers and Genesys teams about the Genesys Customer Advocacy Program benefits
  • Engage with customers to propose co-marketing that is mutually beneficial and valuable to customers for both their individual careers and their business
  • Evangelize and work with Genesys teams on sharing content and news with customer advocates
  • Lead Influitive platform management in daily monitoring, sharing content, soliciting customer advocates for activities and overall reporting
  • Lead Genesys presence on key online review sites, from working with review site representatives and Genesys teams to recruit new customer reviews, to monitoring customer reviews, building reporting and evolving review site strategy
Required Qualifications:
  • 3-5+ years' experience in Customer Marketing, Field Marketing, Sales Operations or Social MediaStrong passion for serving and understanding customers, and driving customer advocacy and success
  • Proven experience collaborating in cross-functional roles and across time zones
  • Experience with customer reference software, marketing automation and CRM systems; Influitive and Salesforce experience preferred
  • Experience with promoting content in social media, community platforms or customer review sites
  • Experience with measurement and reporting efforts, including the design of relevant dashboards and reports
  • Excellent presentation skills and experience as evangelist, educator and/or community builder
  • Extreme attention to detail, while also having the ability to think strategically to evolve a program and build a sense of community
  • Good listening, discussion facilitation and team building skills with varied stakeholders; succinctness
  • Able to handle competing requests and priorities gracefully, and thrive in a fast-paced environment
  • Dynamic, confident personality with can-do, inspiring attitude
  • Ability to think outside the box, be resourceful and always consider the customer experience
About Us:

Genesys® powers more than 25 billion of the world's best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry's #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com , Twitter , Facebook , YouTube , LinkedIn , and the Genesys blog .



Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-TL1


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