Sr Customer Advocacy Manager

Job Locations US-MA-Cambridge | US-TN-Nashville | US-GA-Atlanta | US-NC-Charlotte | US-PA-Philadelphia
Category
Marketing

Job Description

Our job is to be bold at work.

It starts with an insatiable curiosity about clients, colleagues, and the future. At Forrester, we believe curiosity powers progress. Forresterites brings a diversity of opinions and the courage of their convictions to collaborate on the ideas and initiatives that change the course of business. As a trusted advisor to the most influential companies in the world, we live at the nexus of what’s next.

About This Role:

An integral part of Forrester’s customer experience and customer marketing team, the Senior Customer Advocacy Manager reports to the vice president CX and contributes to driving customer loyalty and business results including retention, enrichment, and contract value. This role leverages Forrester IP and partners with stakeholders — including the voice-of-the-customer (VoC) leads — across the company to develop and maintain a programmatic, sustainable customer advocacy program designed to deliver value to our most loyal customer advocates. This is done through ongoing engagement and dialogue and to Forrester through testimonials to enhance brand perception, generate demand, and enable sales conversations.

Job Description:

  • Establish and maintain a vision for customer advocacy that is aligned with company objectives and the customer experience vision.
  • Leverage Forrester research to build a holistic, programmatic advocacy program that identifies, engages with, and nurtures customer advocates.
  • Partner with research, events, customer success, and marketing to build a process that identifies and leverages customer success stories and testimonials for advocacy content.
  • Collaborate with the marketing team to operationalize a standard approach that aligns the creation and delivery of assets, such as case studies, blogs, videos, testimonials, podcasts, and webinars, with advocate profiles.
  • Contribute to the evolution and continued engagement of Forrester’s board of clients (C-level group that meets with CEO); manage logistics for in-person and virtual events.
  • Identify effective strategies for embedding customer advocacy into other areas including demand generation and customer marketing.
  • Establish and maintain a customer feedback group that engages with advocates early in the customer lifecycle.
  • Leverage advocates to support customer interviews for CX, product, and DX.
  • Educate key internal stakeholders about the advocacy program, evangelize the value of customer advocacy, and activate broad participation.
  • Develop a successful measurement and reporting process to demonstrate the value, impact, and ROI of customer advocacy.
  • Partner with technology management and marketing operations to develop a roadmap for the technology requirements to support the program.

Job Requirements:

  • A bachelor’s or master’s degree in business, marketing, communications, or a related field.
  • Five to 10 years’ progressive business experience in customer experience, customer marketing, or other customer-facing roles (field marketing, sales, customer success, account management).
  • Direct experience managing or leading a customer advocacy program is preferred.
  • Three to five years’ relevant B2B industry experience.
  • Proven customer-centric orientation; the ability to build and maintain effective customer relationships.
  • Superior communication skills; the ability to interact with executive-level customers with a high-degree of professionalism.
  • The ability to collaborate and influence dynamically across the company.
  • The initiative to manage multiple projects with rigor, handle ambiguity, and contribute to the growth of a new function.
  • A full understanding of Forrester product/solution offerings.
  • Customer experience certification or hands-on experience with CX principles and best practices is a plus.
  • Knowledge of buyer and customer personas and how customer advocacy supports marketing and selling.

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FLSA Status:

Exempt

 

Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.

 

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