Customer Advocacy Program Manager
Higher Logic, Arlington, VA, United States
The Customer Advocacy Program Manager is responsible for executing and scaling customer engagement programs that drive retention, product adoption, and customer satisfaction. This role supports the delivery of advocacy, community, and engagement initiatives aligned to organizational strategy and works cross-functionally to strengthen customer relationships and elevate the customer voice.
Additionally, the Senior Customer Advocacy Program Manager designs and optimizes program frameworks, influences cross-functional alignment, and introduces innovative approaches to improve program effectiveness and business impact.
Essential Duties And Responsibilities
Develop and manage customer advocacy and engagement program, including framework, goals, structure, and success metrics, to drive customer stories, references, and other advocacy opportunities.
Manage, execute, and evolve Customer Advisory Board (CAB) program including planning, facilitation, stakeholder alignment, and customer communications.
Lead strategic management of the online community, including day-to-day operations, content planning and execution, engagement strategies, and performance monitoring.
Organize and facilitate virtual and in-person customer user groups and events to drive engagement, knowledge sharing, product adoption, and impact customer retention.
Partner with cross-functional stakeholders to align program priorities with business objectives, integrate customer insights, and improve customer experience outcomes.
Support and drive the evolution of program best practices by identifying, testing, and implementing new approaches and technologies, including AI.
Define, track, and analyze program performance metrics and customer feedback to identify trends and drive continuous and strategic improvements.
Execute and enhance scalable processes, playbooks, and engagement strategies to support consistent program execution.
Serve as a subject-matter resource in customer advocacy and community engagement, providing guidance across teams.
Conduct all business in accordance with Higher Logic policies and procedures.
Knowledge And Abilities Required
Strong program-management skills with the ability to manage multiple initiatives simultaneously and drive programs from concept through execution.
Ability to analyze data, identify trends, and translate insights into actionable and strategic improvements.
Strong communication, collaboration, and stakeholder-management skills, with the ability to partner and lead cross-functional teams.
Demonstrated problem-solving skills with the ability to adapt approaches, operate in ambiguity, and define new solutions.
Strong organizational skills and attention to detail, with the ability to balance competing priorities effectively.
Ability to work independently while operating within defined guidelines and broader strategic direction.
Experience Desired
Direct experience in customer marketing, customer advocacy, or community management in a B2B SaaS environment.
Experience leading or managing customer-facing programs.
You'll Earn
Competitive compensation.
Comprehensive health benefits package.
401(k) plan with employer match.
Healthcare and dependent-care flexible spending account.
Company short-term and long-term disability insurance.
Company culture that recognizes its employees.
Room for growth and development and management that cares about your professional growth and will help you achieve your goals.
Significant advancement opportunities for outstanding performers.
#J-18808-Ljbffr
Additionally, the Senior Customer Advocacy Program Manager designs and optimizes program frameworks, influences cross-functional alignment, and introduces innovative approaches to improve program effectiveness and business impact.
Essential Duties And Responsibilities
Develop and manage customer advocacy and engagement program, including framework, goals, structure, and success metrics, to drive customer stories, references, and other advocacy opportunities.
Manage, execute, and evolve Customer Advisory Board (CAB) program including planning, facilitation, stakeholder alignment, and customer communications.
Lead strategic management of the online community, including day-to-day operations, content planning and execution, engagement strategies, and performance monitoring.
Organize and facilitate virtual and in-person customer user groups and events to drive engagement, knowledge sharing, product adoption, and impact customer retention.
Partner with cross-functional stakeholders to align program priorities with business objectives, integrate customer insights, and improve customer experience outcomes.
Support and drive the evolution of program best practices by identifying, testing, and implementing new approaches and technologies, including AI.
Define, track, and analyze program performance metrics and customer feedback to identify trends and drive continuous and strategic improvements.
Execute and enhance scalable processes, playbooks, and engagement strategies to support consistent program execution.
Serve as a subject-matter resource in customer advocacy and community engagement, providing guidance across teams.
Conduct all business in accordance with Higher Logic policies and procedures.
Knowledge And Abilities Required
Strong program-management skills with the ability to manage multiple initiatives simultaneously and drive programs from concept through execution.
Ability to analyze data, identify trends, and translate insights into actionable and strategic improvements.
Strong communication, collaboration, and stakeholder-management skills, with the ability to partner and lead cross-functional teams.
Demonstrated problem-solving skills with the ability to adapt approaches, operate in ambiguity, and define new solutions.
Strong organizational skills and attention to detail, with the ability to balance competing priorities effectively.
Ability to work independently while operating within defined guidelines and broader strategic direction.
Experience Desired
Direct experience in customer marketing, customer advocacy, or community management in a B2B SaaS environment.
Experience leading or managing customer-facing programs.
You'll Earn
Competitive compensation.
Comprehensive health benefits package.
401(k) plan with employer match.
Healthcare and dependent-care flexible spending account.
Company short-term and long-term disability insurance.
Company culture that recognizes its employees.
Room for growth and development and management that cares about your professional growth and will help you achieve your goals.
Significant advancement opportunities for outstanding performers.
#J-18808-Ljbffr