Senior Customer Advocacy Manager

We are seeking a passionate and experienced Senior Advocacy Manager to lead the

strategy and execution for our global customer advocacy program. This role’s key functions are

driving engagement and fostering product adoption via our Community Platform, and

strategically designing and implementing programming across critical milestones in the

customer journey.

What you'll do:

• Building and execute a global strategic customer advocacy program. Creating a structured and intentional effort to turn satisfied customers into vocal champions .

• Content Creation Powerhouse:

• You will be the mastermind behind creating high-quality, net-new customer content across various formats, including: Case studies, sales slides, Webinars, Blog posts, Video testimonials

• You will partner with internal teams (Sales, Product Marketing) to ensure content aligns with strategic goals and resonates with target audiences.

• Reference Program Champion:You will manage our reference program, identifying and nurturing relationships with satisfied customers who can become vocal references and case study participants.

• You will work closely with the Sales, Services and Customer Success teams to leverage these references for impactful sales enablement.

• Community Builder:As the Community Manager for the Emburse Collective Community, you will foster a vibrant online space for customer engagement. You will develop and execute strategies to drive participation and expansion, encourage knowledge sharing, and build a strong sense of community.

• Customer Marketing Strategist: You will work with the demand generation team to help develop and execute strategic customer marketing programs and campaigns to drive customer retention.

This will encompass initiatives like:

• Webinar Programs: Develop and manage engaging webinar series to educate customers on product features and benefits.

• Customer Events: Organize and execute customer events and conferences that provide valuable learning experiences and networking opportunities.

• Customer Speakers: Identify and cultivate relationships with satisfied customers who can serve as compelling speakers at industry events and conferences.

• Customer Community: Leverage the Emburse Collective Community for targeted customer engagement activities.

• Reviews Champion: You will manage our G2 and TrustRadius reviews program, encouraging satisfied customers to share positive experiences and elevate our online reputation.

• In-Product Promotion: You will work with Product Marketing to utilize in-product advertising tools like Pendo to create and manage targeted promotions that drive customer engagement and product adoption.

What we're looking for:

• Bachelor's degree in Marketing, Communications, or a related fieldMinimum 7-10 years of experience in B2B customer marketing

• Building and executing a global customer advocacy strategy

• Proven track record of creating compelling and impactful customer content across various formats

• Experience with managing customer reference programs

• Strong understanding of online community management best practices

• Experience with community advocacy platforms (Ie. Influitive)

• Adept at developing and executing data-driven customer marketing campaigns

• Excellent communication and interpersonal skills with the ability to build strong relationships with internal and external stakeholders

• Experience with in-product marketing tools like Pendo a plus

• Experience in the T&E (Travel & Expense) industry a plus

• Familiarity with G2 and TrustRadius review platforms a plus