Cornerstone onDemand Customer Advocacy & Engagement Manager (United States, REMOTE) in Boston, Massachusetts
Reporting to Associate Director, Customer Engagement & Advocacy Programs, this role oversees program management for key aspects of Cornerstone customer engagement and advocacy activities in North America. These programs range from managing customer engagement activities, to identifying, engaging and securing customer advocates and references to support Cornerstone’s sales needs, brand awareness and public facing marketing activities.
In this role you will…
Program Manage customer advocacy initiatives including:
Oversight, targeting and administration of advocacy technology to support advocate identification and engagement of customer advocates.
Management of our customer advocacy program – determine strategies and tactics to use to drive engagement and participation, based on interpreting metrics and business needs.
Securing customers to participate in success stories, video testimonials, public relations activities, media opportunities, analyst references, award submissions, content marketing, and speaking engagements.
Management of our customer reference program – identifying and securing customers to participate as customer references to support sales or existing customers.
Monitor the effectiveness of these initiatives based on quantitative and qualitative data to determine areas for continuous improvement to drive program excellence.
Actively involved in planning for other client engagement and advocacy activities, such as customer involvement at our annual conference, executive engagement programs, and working with customers to share their successes publicly.
Program Manage customer engagement activities including:
Management of user groups, communities of practice and similar customer relationship and engagement programs that the leadership team develops and evolves over time.
This involves planning in partnership with the customers in region, and internal cross functional stakeholders across the company; this includes ensuring participation in these activities from Cornerstone SMEs (Customer Success, Solution Consulting, Product, Customer Account leads) as needed.
Actively engaging in/monitoring “ask a peer” and “COP communities” in the Cornerstone Community
Working alongside our broader team to unify the planning, delivery and best practice framework for all customer user groups and COPs that can be applied globally.
You’ve got what it takes if you have......
4+ years' experience in customer marketing
Ability to resolve complex issues and problems with analysis of situations or data and in-depth evaluation of variable factors
Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results
Networks with key contacts outside own area of expertise
Excellent interpersonal skills – ability to engage with others internally and externally and be persuasive
Excellent communication and writing skills
Ability to work independent, take initiative and be a resourceful problem solver
Extra dose of awesome if you......
Experience in customer advocacy or reference management is a plus
Experience with a customer advocacy software like Influitive
Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at firstname.lastname@example.org
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