Customer Advocacy Strategist

Job Description

Successful and happy customers are the strongest advocates a company can have. They are proud of their choice and investment in our software and excited to share their success with peers. Likewise, we know how influential peer recommendations are throughout the buyer’s journey. So, it’s important for us to both harness positive sentiments and mobilize our customers to evangelize on our behalf, as well as support our future customers who want to engage with experienced peers to help them make an informed buying decision.

Because customer advocacy is a set of activities and channels used to build, capture, grow and share positive customer engagement, the success of the function hinges on our ability to engage with our customers in a coordinated fashion to deliver a delightful experience. The Customer Advocacy Strategist owns the creation of our advocate engagement strategy and the coordination of programs to support customer reference and advocacy initiatives for growing and nurturing our advocates.

Why is this role exciting?
As the leader of a new global Customer Advocacy Center of Excellence, you will have the unique opportunity to develop and drive a coordinated advocate engagement strategy for our organization and build a team to support the execution of that strategy. The result of your efforts will be a growing and visibly more robust group of advocates who get value out of interacting with us and their peers, and are willing to widely share their positive experiences with Siemens.

As the Customer Advocacy Manager, you will:
  • Set the strategic direction for customer advocacy as well as serve as the internal champion for the function within the organization
  • Develop a roadmap and data architecture for the required technology to support customer advocacy development
  • Develop a successful measurement and reporting process to demonstrate the value and impact of customer advocacy
  • Build a high-performance team to support customer advocacy activities such as sourcing, deploying, managing and maintaining advocacy assets and interactions
  • Oversee the management and hygiene of the customer advocacy database, including monitoring adherence to customer reference limits, request process, and customer contact updates
  • Conduct periodic assessments of the current state of customer advocacy within the organization to identify critical gaps and develop a plan to address them
  • Identify opportunities to merge siloed advocacy initiatives into a holistic effort to support a cohesive and consistent experience for customer advocates across the company
  • Identify more effective strategies for embedding customer advocacy into other cross-functional areas, including demand creation, account-based marketing, and customer lifecycle marketing
  • Evangelize the value of customer advocacy internally, including articulating advocacy contributions to executive-level audiences
  • Socialize the advocacy strategy with internal partners and stakeholders for input and buy-in
  • Work with other customer-facing functions to ensure the role of customer advocacy is clearly understood and internal alignment exists between these groups
  • Cultivate effective relationships with key customer group leaders, which includes but is not limited to online community leaders, customer advisory board members, industry groups, product groups, and partner organizations
  • Educate key internal constituents (e.g., sales, sales management, demand center personnel, campaign managers, field marketers) about standard processes, best practices, and availability and strategic deployment of customer advocacy assets and interactions
You will collaborate with:
  • Sales
  • Support
  • Services
  • Customer success
  • Product marketing
  • Customer experience
  • Demand center
  • Field marketing
  • Marketing operations
  • Online community management
  • Channel marketing
  • Partner organization
You are:
  • A seasoned professional with 5-10 years previous B2B marketing experience, ideally in customer marketing or customer reference/customer advocacy roles
  • Customer centric with a demonstrated ability to put the customer first
  • Skilled at building inclusive communities in and outside of work
  • Able to work effectively in matrixed organizations
  • Naturally curious and interested in understanding people’s goals and motivations
  • A team builder with the ability to break down silos and promote the development of shared missions and learnings
  • Excellent at influencing change
  • More interested in trying something new and failing than never trying at all
  • Resourceful and collaborative
  • Experienced in program performance tracking and communications
  • Equipped with strong, clear verbal and written communication skills
  • Able to interact with a breadth of stakeholders across the organization and with our customers
  • Experienced in working successfully with sales teams
  • An energetic, inspirational self-starter who values empathy and collaboration
  • A college graduate who’s earned a Bachelor’s degree or preferably a Master’s degree/MBA

At Siemens we are always challenging ourselves to build a better future.  We need the most innovative and diverse Digital Minds to develop tomorrow’s reality.  Find out more about the Digital world of Siemens here:

Where permitted by applicable law, Siemens may require employees to be fully vaccinated against COVID-19 based on job requirements, and in accordance with an accommodation based on legally protected reasons.

Organization: Digital Industries

Company: Siemens Industry Software Inc.

Experience Level: Experienced Professional

Job Type: Full-time

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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