Customer Advocacy Manager

Available Locations: Austin

Responsibilities

The Customer Advocacy Manager will be responsible for building, managing and growing customer marketing programs. Reporting to the Head of Customer Advocacy, the ideal candidate should have previous experience in both customer engagement and scaling customer programs in high growth SaaS companies. This is a fantastic opportunity to join a high growth company with a mission to build a better internet.

You will work cross functionally to build customer participation with enterprise customers across many industries and partnering closely with stakeholders in Sales, Customer Success, Marketing, Product, and PR/AR.

The candidate is an individual contributor who will work closely with the global Customer Advocacy team, who are driving all Customer Marketing and Customer Advocacy programs. Success is measured by the ability to drive forward efficiently and at the speed of the business, focused on quantity and quality of content, deep engagement with top accounts, brand equity, and levels/titles of participating customers.

The main responsibilities are:

Customer References:

• Support and fulfill sales 1:1 and RFP requests for customer references
• Manage/track customer references requests via customer marketing tool
• Support customer reference requests from key stakeholders across events, campaigns, product, analyst, and public relations teams




• Customer Advocacy:




• Qualify, develop and maintain a targeted pipeline of strategic customer relationships
• Recruit, engage and nurture customers for participation in speaking engagements, webinars, press releases, blogs/articles, analysts reports and interviews, and other marketing activities
• Lead the development and manage high quality, world-class customer story content, including case studies, story slides, and customer video content

Advisory Boards and Councils:

• Recruit and engage with customers for participation in our customer advisory events
• Coordinate across many teams and executives, pre/post event success
• Develop documents and reporting pre/post event
• Manage in-person, best-in-class executive customer experiences

Requirements

• Proven success in customer facing, executive facing, customer advocacy/marketing role(s).
• Ability to identify and cultivate new relationships with customers across market segments and industries with particular focus on well known global brands
• Professional and self-motivated team member, who can efficiently organize, manage, and deliver multiple projects across functions (especially with Marketing and Sales) and with multiple stakeholders and contributors
• Experience developing and presenting presentations to executive audiences
• Experience with managing successful in person customer facing events
• Experience with Reference Management and/or Customer Advocacy/Marketing tools
• Outgoing with dynamic interpersonal and top-notch verbal and written communication skills

Skills, knowledge and experience

• Bachelor's Degree in Business/Marketing or Communications related field
• 5+ years of customer marketing/advocacy experience
• Significant experience in B2B technology marketing with a keen understanding of the Internet ecosystem, security, network and IT technical audiences
• Customer-first mentality
• Collaborative, learner, team-oriented attitude
• High emotional intelligence (EQ) and ability to effectively influence both internal and external stakeholders across all levels of the organization
• Can activate quickly, with the ability to thrive in a fast-paced, deadline driven environment

• A passion for Cloudflare's mission and the success of our customers, partners, and community