Customer Advocacy Manager

About the position

As a Customer Advocacy Manager for Contentful, you will play an operational role in delivering a customer marketing program that showcases customer successes, enhancing both our brand and theirs. Reporting to the Senior Manager of Customer Marketing, you will manage the execution of advocacy activities, including building a pipeline of customer advocates for customer stories, testimonials, and speaking opportunities that will be used across marketing campaigns, PR, and sales enablement. A strong candidate will be able to program manage multiple advocacy initiatives including, but not limited to recruiting customers for case studies and webinars, CABs, review sites, rewards program, and testimonials from start to finish, while fostering strong customer and cross team relationships.

Responsibilities

• Manage the daily operations and lifecycle of customer advocacy programs, including organizing and building pipeline of customer advocates, sourcing new customer stories for case studies, campaigns, product launches, etc.
• Own projects from start to finish, ensuring timelines are met and deliverables are of high quality.
• Track and manage customer participation in advocacy initiatives such as speaking engagements, webinars, and events.
• Ensure proper processes are being executed for all customer activities, including approval sign-offs, logo and speaker release tracking, etc.
• Support and maintain relationships with customer advocates, ensuring their needs are met and they remain engaged in the advocacy program.
• Act as a point of contact for customer advocates and provide assistance in preparing for advocacy opportunities.
• Collaborate with cross-functional teams such as marketing, customer success, and product to support advocacy activities and share insights.
• Provide regular updates on advocacy activities, participation, and outcomes to internal teams.
• Assist in gathering and reporting on key metrics to measure the success of advocacy programs.
• Coordinate and manage logistics for Customer Advisory Board meetings, including scheduling, preparing agendas, and follow-ups.
• Ensure effective communication with CAB members and internal stakeholders to execute meetings and gather feedback.

Requirements

• 5+ years of experience in program management, customer advocacy, or related operational roles.
• Passion for program management, with demonstrated ability to manage programs and projects from start to end.
• Strong organizational and project management skills, with the ability to manage multiple tasks and priorities simultaneously.
• Strong relationship building skills with senior executives, experience creating and presenting to customer executives.
• Experience coordinating and executing events or customer programs.
• Excellent interpersonal and communication skills, with the ability to collaborate effectively across teams.
• Detail-oriented with strong time management and follow-up skills.
• Proficiency with CRM tools and customer advocacy platforms is a plus.
• Excellent documentation and reporting skills.
• Analytical with the ability to work with data to inform decisions.

Benefits

• Join an ambitious tech company reshaping the way people build digital experiences.
• Full-time employees receive Stock Options for the opportunity to share in the success of our company.
• Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.
• Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
• Generous amount of paid time off, including vacation days, sick days, compassion days for loss, education days, and volunteer days.
• Company paid parental leave to care for and focus on your growing family.
• Personal annual education budget to improve your skills and grow in your career.
• Full range of virtual and in-person events, including workshops, guest speakers, and fun team activities.
• Annual wellbeing stipend to care for your physical, financial, or emotional health.
• Monthly communication stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees.