Customer Advocacy Program Manager
6 days ago
To excel in this position, you'll need to be a skilled program manager with experience in customer engagement or a related field, preferably in the SaaS or technology sectors. Your expertise will be crucial in managing high-impact activities that support CEO interactions with our most valued customers.
- Develop and manage program work streams to facilitate CEO-level engagements with top customers.
- Maintain a detailed calendar of CEO customer engagements, ensuring timely follow-up and tracking of outcomes.
- Use Salesforce technology to effectively manage and track all program elements, including maintaining accurate customer information, and capturing meeting data, customer interactions, and follow-up tasks.
- Ensure that all data related to CEO engagements is accurately recorded and maintained in Salesforce.
Key Responsibilities:
- Collaborate with Sales Executives, Account Teams, and Customer Success leaders, serving as a point of contact for internal teams to prepare for CEO customer meetings.
- Oversee the preparation of thorough and timely briefing documents for CEO customer meetings.
- Conduct thorough research on customer CEOs, including their backgrounds, interests, and recent business activities, to gather insights that can be leveraged in meetings.
- Provide tailored briefing materials that enable meaningful engagements with customers.
- Manage post-meeting follow-up, including tracking and assignment of action items, follow-up communications, and the escalation of key issues to senior leaders as needed.
- Build relationships and trust with Sales and Customer Success teams to stay on top of the latest customer updates, identifying and nurturing top-to-top relationships that drive value for both Salesforce and its customers.
- Act as an ambassador for the CEO Office in all internal and customer-facing interactions, ensuring a consistent and professional experience.
Requirements:
- 5+ years of experience in program management, customer engagement, or a related role, preferably within the SaaS or technology sectors.
- Experience in executive-level customer engagement or advocacy roles.
- Strong project management skills with a proven ability to manage multiple stakeholders, including C-suite executives.
- Strong interpersonal skills with the ability to influence and build relationships across all levels of the organization.
- Proficiency in Salesforce, with experience managing and tracking program elements within the platform.
- Excellent communication skills, both written and verbal, with the ability to craft clear and concise briefing documents and follow-up communications.
- Highly organized with an obsessive attention to detail and a proactive approach to problem-solving.
- Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.
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