Customer Advocacy Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of the complete execution of Sales and Upsell reference requests, which includes identifying advocates, matching them, outreach, scheduling, fulfillment, and follow-up to ensure excellent SLA performance and a seamless customer journey.

• Develop and sustain relationships with customer advocates across designated audience segments and verticals.

• Discover and recruit new customer advocates to enhance coverage across essential products, audience segments, verticals, company sizes, and use cases.

• Collaborate closely with Sales, Success, Marketing, and Product teams to grasp business priorities and proactively source customers who can back strategic initiatives.

• Lead the identification and development of customer content opportunities, including testimonials, case studies, videos, customer spotlights, speaking engagements, one-pagers, and various customer proof assets.

• Engage directly with customers throughout the content creation process, managing interviews, approvals, and stakeholder alignment to ensure successful market delivery of stories.

• Collaborate with internal content, creative, and marketing teams to convert customer stories into impactful assets that aid in pipeline generation, customer retention, and product adoption.

• Foster the growth and engagement of the Torch Network by identifying opportunities to boost member participation, advocacy activities, and customer contributions.

• Design and implement programs and initiatives aimed at expanding the Torch Network, enhancing member engagement, and increasing involvement in advocacy activities such as references, content creation, product feedback, speaking opportunities, and customer events.

• Keep accurate advocate profiles, participation history, and customer insights within Salesforce and other internal systems.

• Monitor and report on key advocacy metrics, including reference fulfillment, advocate recruitment, content production, participation rates, and influenced revenue.

• Identify opportunities and utilize AI tools to streamline manual workflows, enhance documentation, and boost operational efficiency.

• Contribute ideas and support initiatives that improve program scalability, customer engagement, and overall advocacy impact.

⛳️ Requirements

• 2–5 years of experience in customer marketing, customer advocacy, customer success, account management, marketing, program management, or a comparable field.

• Strong skills in relationship-building, with the capability to establish credibility and trust with customers and internal stakeholders.

• Exceptional written and verbal communication abilities.

• Experience in managing multiple projects and coordinating stakeholders across various teams.

• Capability to identify compelling customer narratives and translate business outcomes into impactful customer proof.

• Excellent organizational skills with a keen attention to detail.

• Ability to manage competing priorities in a dynamic environment.

• Familiarity with tools such as Salesforce, Google Workspace, Slack, and Confluence.

• Data-driven mindset with the ability to monitor and interpret performance metrics.

• Proactive inclination to leverage AI tools to enhance productivity, improve processes, and amplify impact.

🏝️ Benefits

• Flexible time off with extensive learning and development opportunities to advance your career.

• Company-sponsored medical, dental, and vision coverage for you and your dependents.

• RSP match and an employee assistance program.

• Parental leave and support, including up to $20k in adoption reimbursement.

• On-demand maternity support via Maven Maternity.

• Complimentary breast milk shipping through Maven Milk.

• Financial planning tools.