Customer Success

Customer Advocacy Manager, EMEA

London, England, United Kingdom
Req ID 1016

Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismic’s platform provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. Nearly 2,000 organizations including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, and Australia. 

Seismic is seeking a hands-on, experienced, Customer Advocacy Manager to support our Advocacy Program expansion in the EMEA region.  The ideal candidate is passionate about building relationships with customers, engaging them in programs that drive mutual success, and working with them to bring their success stories to market. This position is directly associated with influencing revenue growth, brand building, and retention efforts, through the creation of compelling advocacy relationships that contribute to our customers’ overall experience and success. Experience working with Sales, Marketing, Customer Success organizations to support growth is a must.

What you will be doing

As a member of the Advocacy team, you will be responsible for leading Seismic’s EMEA Customer Advocacy strategy and execution to drive overall customer engagement and loyalty in the EMEA region. This individual will need strong interpersonal, communication, and program management skills to help plan & deliver our Advocacy program activities & events, form strong relationships with our top customer influencers, identify and nurture sales reference candidates, and provide marketing content leads for case studies, peer product reviews, written or video testimonials.

  • Drive in-region Advocacy program development and activities that start from building enduring customer relationships and ensuring customers receive real value from the program
  • Recruit new EMEA customers into the Customer Advocacy program, build relationships with them, and drive their ongoing engagement by aligning activities that map to their interests and priorities
  • Evangelize and educate internal and external stakeholders on the benefits associated with Customer Advocacy activities; activate them to join and/or endorse the program
  • Tailor & manage in-region strategies and tactics surrounding the nurture programs that support our customer practitioners, such as advocate-supported roundtables, user groups, and deep-dive learning sessions – aligning to corporate-led programs
  • Engage with customers to facilitate Marketing’s ability to capture stories that illustrate their success with Seismic – video testimonials, speaking opportunities, case studies, etc
  • Help maximize the effectiveness of GTM and GTC efforts by supporting product launches, campaigns, events, and media activities by serving up customer references and customer content
  • Align with the Customer Success and Sales organizations on referenceability of customers and support efforts to secure new customers, satisfy and retain the existing customer base
  • Oversee and manage internal requests for EMEA customers from across the company, using our reference database tool ReferenceEdge – understand urgency and prioritize appropriately
  • Ensure effective management and tracking of customer refereceability status, preferences, activities, and measurable impact; carefully monitoring their usage to avoid reference fatigue
  • Contribute input to operational and continuous process improvement efforts for customer engagement programs that drive a positive customer experience
  • Gather and analyze data to assess health of customer advocacy efforts and use insights to develop action plans
  • Support corporate-led executive advocacy initiatives such as Customer Advisory Board, Product Strategy Council and Executive Connect programs working closely with EMEA Customer Success and Sales leadership to vet and share nominations

This is an individual contributor role, and success will be measured by your ability to increase customer advocacy engagement (including advocate enrollment, activity attendance, case studies, testimonials, sales references, and external event speakers), drive user-generated content pipeline from new and existing customer advocates, increase loyalty and retention through program participation and engagement.  

What you bring to the team:

The ideal candidate is a strategic thinker, a collaborative self-starter, and someone who loves to delight and engage customers to improve their experience and increase loyalty. This individual must possess a customer centric mentality and be comfortable working in a fast paced, team-oriented environment.

  • 5+ years of directly relevant community, customer advocacy, customer marketing, or customer success experience in a B2B enterprise technology
  • Combine curiosity, empathy, humility, enthusiasm and drive to ensure positive customer engagement experiences
  • Experience working cross-functionally with Sales, Marketing and Customer Success to support growth is key to exceling in this role
  • Clear and direct communicator; Ability to identify, craft and articulate value propositions of the program to both internal and external stakeholders
  • You’re at your best working in a fast paced, ambiguous environment while exhibiting ownership over an aggressive set of business objectives
  • Highly organized and efficient with strong project management skills and operational discipline
  • Strong written and verbal communication and presentation skills; can be equally effective in both formal and informal settings with senior management, peers, and customers
  • Proven track record in creating and managing innovative and successful Customer Community & Advocacy programs that generate results; constantly challenging self and others to deliver results;
  • Excited to join a team that thrives on cross-functional engagement to achieve our objectives
  • Knowledge of Marketo, Salesforce, Reference Management tools a plus

What we have for you:

  • Generous paid vacation, sick leave, and holiday benefits, including an end-of-year company shutdown
  • Paid parental leave
  • Flexible work schedule
  • Seismic Cares employee volunteer program
  • #OneSeismic culture that celebrates wins, encourages autonomy, ownership, and transparency

#LI-RS1

Headquartered in San Diego and with more than 1,300 employees across the globe, Seismic is the global leader in sales enablement, backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also recently expanded its team and product portfolio with the acquisition of Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft. 

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.  

UNITED STATES CANDIDATES ONLY: Notice regarding COVID-19 vaccination requirement as a condition of employment. At Seismic, we prioritize the health and wellbeing of our employees, families, and friends above all else. In response to the novel Coronavirus, and the increased transmissibility with recent variants, all new U.S. based Seismic employees, whose job requires them to meet in person with others or be present at a Seismic office in the course of their employment, must provide original documentation confirming status having received the prescribed vaccinations (doses) based on the manufacturer’s guidelines on their first day of employment. Accommodations due to medical or religious exemptions will be considered.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.