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Senior Customer Advocacy Manager

Company: Billcom
Location: Palo Alto
Posted on: March 26, 2020

Job Description:

About is a leading provider of cloud-based software that simplifies, digitizes, and automates complex, back-office financial operations for small and midsize businesses. Customers use the platform to manage end-to-end financial workflows and to process payments, which totaled over $70 billion for fiscal 2019. The AI-enabled, financial software platform creates connections between businesses and their suppliers and clients. It helps manage cash inflows and outflows. The company partners with several of the largest U.S. financial institutions, more than 70 of the top 100 U.S. accounting firms, and popular accounting software providers. has offices in Palo Alto, California and Houston, Texas. For more information, visit or follow @billcom. Come join an amazing marketing team that is wildly creative and has a lot of fun along the way. As the leader and steward of 's Customer Advocacy Program, you get the distinct honor of building relationships with a truly outstanding mix of entrepreneurs and finance leaders who use . The job entails developing a programmatic and scalable approach to identifying, developing and producing amazing stories for mass consumption. The role requires a true empathy and understanding for how hard it is to build and grow a business. was founded as a champion of small and medium businesses and your job will be to shine a spotlight on the accomplishments of these companies, what they are contributing to their communities and the customers they serve. This means you need to have a solid foundation in the art of storytelling. The Customer Advocacy leader must be a strategic thinker and passionate customer advocate who is inspired to bring a wide variety of compelling stories to life in a way that benefits and appreciates our customers. This person is a proactive leader and strong collaborator who will naturally build mutually beneficial business relationships. You will be charged with defining a set community of top customers who are willing to share their stories in a number of ways, including: videos, written stories, case studies, media interviews and keynote speaking opportunities. This will require developing strong connections, processes and driving strategic alignment across internal teams. This role reports to the VP, Corporate Marketing. Responsibilities: Create a scalable and repeatable process for identifying and nurturing customer advocate targets in alignment with go-to market priorities Define customer storytelling priorities and the programmatic model for cross-team collaboration for identifying and producing compelling stories, and ensuring meaningful value propositions and customer experiences when engaging in advocacy activities Proactively recruit and engage customers to join the customer advocacy program that attracts and appreciates customers Curate reviews on peer review sites such as G2, TrustRadius, Gartner Peer Insights etc. Manage high-touch relationships with customer advocates and strategic customer executives to develop and deliver mutually beneficial advocacy plans, including working with customer and internal executives on stories, media pitches, participation in regional or industry events Develop and drive internal planning, communication and reporting processes that ensure alignment and status transparency with key stakeholders regarding customer requests and assets so business partners are comfortable and informed regarding progress with customers Ensure delivery against program KPIs, including publishing of targeted customer stories, speakers for major events, PR/AR coverage, references for key product announcements and marketing campaigns, plus provide monthly/quarterly/year-end reporting on accomplishments against goals Promote customers' success stories that also build and support the advocate's professional career and their respective organization's reputation Feed insights gained from customer feedback to internal teams, e.g. purchasing decision process info to marketing, product experience info to product, engineering and product marketing teams, customer support to customer success, etc. Requirements 7+ years of experience in the IT, Financial Services or Fintech industry in a customer advocacy, customer reference or customer-facing role. Strong leadership and influencer skills with ability to drive internal alignment across executives, sales, engineering, product, customer success and campaign marketing to build strong working processes to achieve desired outcomes Demonstrated success delivering compelling customer stories in market across video, content and stage, with ability to share published examples Proven track record working effectively with customers at an executive level Strong SMB and mid-market knowledge Clear understanding of marketing, sales and communications priorities and track record successfully partnering to deliver high-impact customer stories Exceptional communication and listening skills Demonstrated success understanding and fulfilling internal and external customer needs; problem-solver mindset Experience curating customer reviews for third party review sites or analyst relations Executive presence, with strong verbal and written communication skills Work closely with our Customer Success and Sales teams to identify customer reference prospects. Liaise with customers to develop content Deep curiosity, excellent listening skills, empathy, and ability to get things done in a collaborative team environment Video production experience a is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics. Culture: Humble - No ego Fun - Celebrate the moments Authentic - We are who we are Passionate - Love what you do Dedicated - To each other and the customer Our Applicant Privacy Notice describes how treats the personal information it receives from applicants.

Keywords: Billcom, Palo Alto , Senior Customer Advocacy Manager, Executive , Palo Alto, California

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