Customer Advocacy Manager

Summary

Join Ivanti as a Customer Advocacy Manager to lead a strategic, customer-centric advocacy program. You will manage the customer advocate database, expand the advocate network, elevate the advocate experience, and manage reference tools and peer reviews. Recruit customer speakers, support analyst and media engagement, and drive program adoption. Coordinate reward and recognition, and support success story production. This role requires a bachelor's degree, 3+ years of experience in customer advocacy or related fields, exceptional interpersonal skills, and proven program management skills. The ideal candidate will have familiarity with marketing and project management tools. Ivanti offers a dynamic global team and a commitment to a healthy work-life blend.

Requirements

• Bachelor’s degree in Marketing, Communications, Business Administration, or related field
• 3+ years of experience in Customer Advocacy, Customer Marketing, or Customer Success roles, preferably in B2B organizations
• Exceptional interpersonal skills and ability to build trust-based relationships with customers and stakeholders across the world
• Proven track record of managing Customer Advocacy / Customer Marketing programs, data analysis and delivering measurable business impact
• Strong critical thinking and problem-solving skills, coupled with the confidence and self-starter mindset to independently execute and innovate within advocacy initiatives
• Familiarity with marketing and project management tools and platforms, such as Reference Edge, Salesforce and Power BI
• Program Immersion: Gain a comprehensive understanding of Ivanti’s corporate objectives, customer base, advocacy program tools, and current advocacy processes. Meet key stakeholders across Sales, Marketing, Customer Success, and other teams to understand their needs and priorities for advocacy
• Product Familiarization and Value Framework: Deep dive into Ivanti’s solutions to understand the challenges they help customers solve, the business outcomes they drive, and how they align with Ivanti’s Value Framework. Collaborate with Sales and Marketing teams to identify advocacy opportunities tied to these outcomes
• Optimize Advocacy Request Fulfilment: Review and familiarize yourself with the existing customer advocate database and workflows to ensure quick and accurate fulfilment of advocacy requests from Sales and Marketing. Identify opportunities to enhance responsiveness without disrupting the current workflow
• Expand the Advocate Network: Design and execute advocacy recruitment initiatives, working with key internal teams to grow the customer advocate pipeline. Begin implementing strategies to identify high-value advocates, targeting strategic solutions or geographies
• Peer Review Platform Growth: Take ownership of Ivanti’s peer review strategy by driving customer reviews across key platforms, especially for priority solutions. Collaborate with customer-facing teams to facilitate reviews and ensure alignment with go-to-market priorities
• Create a Seamless Customer Advocate Experience: Collaborate with the Lifecycle Marketing team to design and implement a robust customer advocacy experience that begins at onboarding. Ensure advocates are fully engaged and supported throughout their lifecycle within the program through personalized communication, recognition initiatives, and meaningful engagement opportunities
• Enhance Global Reference Program Utilization: Amplify the adoption of the reference program across Sales teams worldwide ensuring advocates and reference tools are leveraged to their full potential
• Strengthen the Advocate Speaker Pipeline: Establish an advocate speaker program to recruit, onboard, and equip customer advocates to deliver compelling presentations at key events, webinars, analyst engagements, and media opportunities

Responsibilities

• Manage Customer Advocate Database: Oversee the organization and maintenance of the customer advocate database, ensuring timely fulfilment of Sales and Marketing requests with accurate and relevant information, aligned with strategic objectives
• Expand Advocate Network: Develop and implement innovative initiatives aimed at growing the customer advocate network, leveraging their influence to enhance brand reputation and drive customer acquisition
• Elevate Advocate Experience: Curate a high-touch "white-glove" experience for customer advocates, fostering loyalty and engagement through exceptional service and personalized communication
• Reference Tool Management: Lead the management of ReferenceEdge, optimizing its functionality to support the needs of the Sales teams and drive program efficiency
• Peer Review Management: Strategically manage Ivanti's key peer review platforms, driving the growth of customer reviews, particularly for key go-to-market solutions, to enhance credibility and market presence
• Recruit Customer Speakers: Identify and recruit compelling customer advocates to speak at events, showcasing their success stories and fostering a strong community presence
• Support Analyst and Media Engagement : Facilitate Customer Advocate collaboration with analysts and media representatives to strengthen Ivanti's market position
• Drive Program Adoption: Champion the customer advocate program across Sales and Marketing teams, promoting its value and encouraging widespread utilization to maximize effectiveness
• Reward and Recognition Management: Coordinate and broaden the reward and recognition program for customer advocates to acknowledge their contributions and foster ongoing participation
• Support Success Story Production: Collaborate with the marketing team to produce compelling customer success stories that highlight the impact of Ivanti’s solutions in real-world applications