Job description for Customer Advocacy Manager / Reference Support

Length of the assignment - 12 months
PO raised on a quarterly basis
Resource based in India - remote

Responsibilities:
- Recruitment of new references:
o Identify target accounts for recruiting referenceable customers.
o Build relationships with Field Marketing Managers for awareness and identifying opportunities.
o Locate necessary details on account team + customer.
o Reach out directly to Account teams.
o Meticulously manage account status and outreach statuses.
o Follow up religiously with account teams.
o Pitch value prop of reference program to account teams.
o Understand what customers to prioritize as references.
o Pitch program and opportunities to customers.
o If customer is interested in more than private reference, get docusign to document all interested advocacy activities.
o Recommend innovations or optimizations to process of recruitment.
o Hit a quarterly goal for customers recruited as references.
o Maintain quality of references.
- Validate References.
o Follow-up with hand-raisers (from website, 3rd-party reviews) to validate references with account teams.
- Onboarding reference customers.
o Capture details from account team or customer to input into internal reference management system, Advocacy + Content Tool (Upland RO Innovation platform).
o Communicate to customers what it means to be part of the program.
- Reference Fulfilment.
o Take requests from Global and support in finding a sales or marketing reference.
o In support of Pilot: Pro-actively identify customers with open opportunities who would benefit from reference conversations, reaching out to account teams.
• Communicate for action with strong communication skills both written and verbal.
• Ability to analyse, configure and troubleshoot small to medium network.