Customer Advocacy & Engagement Program Manager - APJ

• 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

You've got what it takes if you have...

• 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