Genesys
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Senior Manager, Customer Advocacy
Location: EMEA virtual
ABOUT THE ROLE
We are looking for a talented customer marketing professional who is undeniably great at converting customers to advocates.
Ultimately, your purpose is this: capture and amplify customer stories amongst a growing community of advocates to boost sales, customer success, and lifetime value within our customer base.
You have a proven track record of executive presence with customers and collaborating cross-functionally on planning, execution and ongoing management of programs. You have stellar interpersonal and communication skills, produce outstanding customer content, and have a roll-up-your-sleeves attitude to get creative when faced with constraints. You’re a sharp thinker, instinctive about what makes a good story, and your writing cuts through the noise.
You will report to the Senior Director of Customer Advocacy and Engagement for EMEA.
OUR TEAM MISSION
Our mission is to convert our customers to advocates for life. They are the heroes of our story. We grow an active and enthusiastic community of advocates that fuel smart strategies, bold innovations and big results for us and each other by sharing ideas and lessons learned in customer and employee experience.
We measure our success in pipeline and booking influence, advocacy community/reference participation and customer lifetime value.
HOW WE WORK
Our advocacy team is highly collaborative. We develop strategic relationships with our customers, create content that makes them proud to be our customers. We celebrate our customers’ success and support them at every step. We embrace change, trust each other, and prioritize what moves the needle.
To go big, we say no to the status quo and try new things constantly. We dare to fail, listen, learn and grow as a team to continuously raise the bar.
We are a corporate family. We thrive on openness, authenticity, caring and belonging.
YOUR FUTURE DAY-TO-DAY RESPONSIBILITIES
- Partner with customer success, sales and leadership to understand pipeline needs, key wins and implementation milestones to identify our next-best advocates.
- Build deep relationships with our customers as an extension of their marketing teams – bring their story to life.
- Educate internal stakeholders, strategic partners and executive-level management in our customer base on our mutually beneficial customer advocacy programs.
- Create, document and manage reliable and trustworthy customer engagement plans.
- Work collaboratively to create high quality customer content and deliverables such as videos, case studies, blogs, keynotes, webinars, roundtables, and other assets.
- Challenge tried-and-true B2B customer marketing tactics with new ideas that set us apart, win more advocates and inspire our customers, prospects, partners and ourselves.
- Develop and lead user groups, executive roundtables and advisory boards/councils to share the voice of our customers to fuel solution adoption, innovation and customer success. Recruit customers to join and facilitate these customer-led programs.
- Track the performance of your initiatives and make data-driven improvements to boost and scale the efficiency and effectiveness of your initiatives.
YOU CAN CHECK OFF THESE REQUIREMENTS BOXES
- 6+ years of relevant customer experience industry, sales, marketing or customer success expertise
- Bachelor’s degree in business, communications, marketing, regional studies or equivalent
- Specific experience with Genesys or in Customer Marketing is preferred
WHAT YOU ARE KNOWN FOR
SKILLS
- Leadership and influence
- Customer engagement
- Strong presention and writing
- Facilitation
- Strategy
- Negotiation
- Problem solving
- Excellent communication skills
- Storytelling
- Multitasking with prioritization
- Program management
BEHAVIORS
- Collaborative
- Influential
- Customer-focused
- Goal and results-oriented
- Detailed and thorough
- Proactive/self-starter
- Persistent
- Growth mindset
- Embraces feedback
- Empathetic
- Sound judgement and trustworthy with confidential information
KNOWLEDGE
- Customer experience market trends and technologies
- B2B buying processes, roles and personas
- Key industries and market segments
- Marketing and sales organization structures
- SaaS business models and organization structures
- Strong working knowledge of Microsoft Excel, Word, PowerPoint and other reporting/CRM tools
- French, German or Spanish language proficiency
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