About Netskope

Netskope is looking for an experienced Customer Advocacy Manager who is passionate about championing customers and telling their stories. The successful candidate needs to understand the “voice of the customer” and help grow advocacy among customers globally, while being able to help tell their story in a way that’s compelling to other customers and prospects. This person will draw on the success and experience of current Netskope customers and be able to share that story in effective and creative ways, using modern techniques and deliverables, and encouraging other customers to become advocates.

Responsibilities:

• Build a customer advocacy pipeline at every level of the account, including practitioners and executives through working with internal teams and directly with building customer relationships to identify advocates
• Evolve a comprehensive 360° plan to grow the customer advocacy base, while using a mix of mediums to deliver their story in the most compelling way, from reference calls, analyst briefings, speaking at events, referring new business, and contributing to our user communities
• Build a pipeline and project manage customer stories, through references, case studies, logo usage, press releases, pull quotes, videos, interviews, and testimonials
• Create surprise and delight appreciation programs for our top customer advocates
• Develop a honed ‘voice of the customer’ through regular direct engagement with customers and existing advocates
• Optimize our customer reference management tools and support systems to enable easy company-wide access to customer evidence and references.
• Provide internal, customer facing teams with guidance and tools that help them recruit advocates
• Establish and manage customer participation in advocacy programs and report back to the business on KPI-based success analytics
• Work with cross-functional teams including customer success, sales, operations, and marketing to deliver a world-class customer advocacy program
• Manage agency and contractor resources focused on customer reference database and program enhancements
• Experience managing a budget ensuring optimal resource allocation

Requirements:

• Self-starter with proven experience managing and growing a customer advocacy program
• B2B experience required
• SaaS company experience strongly preferred
• Security, Networking, or general technology industry experience preferred
• Proven experience working with executive leaders and subject matter experts to ideate, generate, and execute content ideas and deliverables
• Operates effectively in a high-volume, fast-paced environment, is comfortable managing deadlines with stakeholders in multiple time zones, and can advance decisions from collaborative groups with many workstyles and viewpoints
• Passion for serving and understanding customers
• Ability to create strong advocacy content, including understanding how to articulate a story through the lens of a customer.
• Proven analytical skills
• Expert in CRM systems, project management, and reference management systems
• SFDC experience required
• Slap5 or equivalent database experience a plus

Education:

• BS/BA degree or equivalent

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