Head Of Customer Advocacy

Summary

Join SentinelOne's Strategic & Customer Marketing team as the Head of Customer Advocacy! Build and lead a strategic customer advocacy program encompassing references and advisory boards. Collaborate with various departments to cultivate a strong base of referenceable customers. Oversee a wide range of customer advocacy initiatives, ensuring a holistic view of key customers. Report directly to the AVP, Strategic & Customer Marketing. This role requires strong project management, relationship-building, and communication skills. The ideal candidate will have experience in enterprise software and customer advocacy.

Requirements

• 7+ of work experience at an enterprise software company
• 2+ years of customer advocacy or customer marketing experience (general sales, marketing, or customer success experience also a bonus)
• Demonstrated people management and team leadership skills and experience
• Demonstrated ability to build long lasting relationships with internal teams and external customers
• Proven ability to build case studies, videos, etc
• Strong skills with complex project management
• Ability to meet tight deadlines while being extremely organized and detail-oriented
• Strategic and creative thinker with well-developed problem-solving and analytical skills

Responsibilities

• Define and lead a strategic program for the capture, collation, and communication of customer references
• Define and lead a strategic customer advisory board program across the SentinelOne portfolio
• Partner with customer success, sales, marketing, and product teams to deliver a holistic view of key SentinelOne customers, including overall health score, advocacy milestones, and readiness to engage
• Act as a liaison between internal teams to effectively communicate and ensure understanding of customer voice and use cases highlighted during advocacy activities
• Lead a team would are accountable to: project manage customer reference platforms and processes associated with securing customer reviews & references through third-party sources (e.g., S1 Customer Community, Totango, Gartner Peer Insights)
• Complete customer profiles and ensure customer advocacy data is current and accurate within reporting tools and systems
• Review, manage and fulfill reference requests from sales
• Nurture relationships with customer advocates through communication and engagement in advocacy activities
• Create and maintain advocacy program materials, including presentations, training documentation and program communications
• Create and contribute to materials and output related customer events, customer case studies, speaking opportunities, video projects, etc
• Responsible for customer surveying such as NPS, CES, and CSAT, and providing actionable data around survey results
• Provide cross functional support of customer advocacy and success focused initiatives
• Assist with gathering data and key metrics, as well as reporting related to customer advocacy to be presented to key stakeholders (e.g., executive leadership, analysts, partners, investors)

Preferred Qualifications

• Experience in the Cybersecurity industry
• Passionate about customers
• Experience building a customer advocacy strategy and framework
• Embodies the core values of SentinelOne: Trust, Accountability, OneSentinel, Relentlessness, Ingenuity and Community

Benefits

• Medical, Vision, Dental, 401(k), Commuter, Health and Dependent FSA
• Unlimited PTO
• Industry-leading gender-neutral parental leave
• Paid Company Holidays
• Paid Sick Time
• Employee stock purchase program
• Disability and life insurance
• Employee assistance program
• Gym membership reimbursement
• Cell phone reimbursement
• Numerous company-sponsored events, including regular happy hours and team-building events