Senior Customer Advocacy Specialist

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

📋 Description

• Lead the advocacy strategy and oversee daily operations for designated ServiceTitan customer segments, including Aspire and FieldRoutes.

• Oversee the complete customer reference process, which entails advocate identification, recruitment, outreach, matching, scheduling, and follow-up.

• Formulate strategies to enhance advocacy programs and boost recruitment, engagement, participation, and contributions.

• Manage and expand the Aspire Ambassadors and FieldRoutes Pathfinder Network initiatives.

• Develop and enhance assigned ServiceTitan advocacy efforts, such as references, events, recruitment, and other customer engagement avenues.

• Cultivate relationships with advocates and pinpoint customers for references, marketing content, events, research, and advocacy initiatives.

• Take responsibility for customer identification and sourcing for content opportunities from the initial identification stage to completion.

• Collaborate with Sales, Customer Success, Marketing, Demand Generation, Events, and other stakeholders to mobilize customers in alignment with business objectives.

• Assist with customer review programs for Aspire and FieldRoutes.

• Utilize program data and reporting to assess advocacy health, identify gaps, measure business impact, and suggest growth opportunities.

• Employ AI tools for customer and account research, advocate and story identification, insights, reporting, workflow automation, and program scaling.

• Create repeatable processes, documentation, and program frameworks.

• Share best practices and offer guidance and support to other members of the Customer Advocacy team.

⛳️ Requirements

• 2-3 years of experience in customer advocacy, customer marketing, customer success, community engagement, lifecycle marketing, or a related discipline.

• Proven track record of independently managing and expanding customer-facing programs.

• Capability to transition between strategy, program development, and practical execution.

• Excellent relationship-building skills with the ability to establish trust with customers, including senior stakeholders and highly engaged advocates.

• Skill in identifying opportunities within existing programs and creating initiatives that enhance participation, engagement, or business impact.

• Outstanding written and verbal communication abilities.

• Experience in influencing and collaborating with Sales, Customer Success, Marketing, Events, and other cross-functional teams.

• Strong project management capabilities.

• Ability to independently manage multiple programs, stakeholders, deadlines, and priorities.

• Experience in identifying compelling customer stories and aligning customer experiences and outcomes with marketing and business priorities.

• Strong analytical skills to interpret program data, identify trends and gaps, and convert insights into actionable recommendations.

• Proficiency with generative AI tools.

• Ability to apply AI for research, analysis, content creation, workflow automation, and enhancing productivity.

• Familiarity with CRM and customer advocacy tools, such as Salesforce.

• Proficient in Google Workspace and Slack.

• Ability to work independently in a dynamic environment while maintaining a collaborative, customer-centric approach and accountability for results.

🏝️ Benefits

• Flexible time off.

• Opportunities for learning and development.

• Comprehensive onboarding program.

• Leadership training.

• Programs and events.

• Bonusly rewards.

• Peer-nominated awards.

• Company-paid medical, dental, and vision insurance.

• 100% employer-paid options and 90% coverage for dependents.

• FSA and HSA options.

• 401(k) match.

• Telehealth options, including One Medical memberships.

• Parental leave and support.

• Up to $20k in fertility services, including IUI and IVF.

• Reimbursement for surrogacy and adoption expenses.

• On-demand maternity support through Maven Maternity.

• Free breast milk shipping through Maven Milk.

• Pet insurance.

• Legal advisory services.

• Financial planning tools.

• Annual bonus.

• Equity.

• A holistic suite of benefits.