Customer Advocacy and Engagement Specialist

We're looking for a diverse group of collaborators who believe data has the power to improve society. Adventurous, work-from-anywhere minds who value solving some of the world's most challenging problems. Here, employees are encouraged to push their boldest ideas forward, united by a passion to create a world where data improves the quality of life for people and businesses everywhere.

Customer Advocacy and Engagement Specialist

This strategic specialist role is critical to the success of the organization's customer-eccentric vision and meeting business goals while ensuring great customer engagement that aligns with the overall business growth. This includes liaising with other departments to ensure all other teams contribute equally to providing Informatica's customers a seamless experience across touch points.

This Specialist role is responsible for assisting in creating and executing on the customer advocacy and engagement strategy of the organization. The Specialist role plays a key role in achieving how customers perceive the company while driving higher customer satisfaction, NPS, customer retention, new business growth and profitable pipeline.

Role and Responsibilities

This is a remote position reporting to our Manager, Customer Advocacy & Marketing the Customer Advocacy and Engagement Specialist will:

• Enable a two-way stream with customer facing teams to collect feedback on best practices and pathways to success to derive meaningful insights for improvements and guide teams to ensure a customer-eccentric attitude while acquiring new customers or dealing with existing customers, while guiding the marketing, branding and sales teams to align with the larger CA strategy.
• Encourage problem-solving, strategic thinking and customer-orientation amongst the team.
• Maintain and update customer attributes in the reference database, including tracking requests and reference usage
• Create sales enablement content that teaches how to navigate, nominate and find references from within the reference tool. You are always championing the database and directing people to existing assets.
• Manage and execute the process of customer asset development including entry and oversight of all steps including leading the process of posting customer assets to the corporate website, social platforms and sales portal
• Report on customer usage activity by contact and account
• Report on reference recruitment and fulfillment by product
• Identify, document and develop operational processes to support the success of the program
• Build processes to support regular customer outreach, advocate nurturing and advocate participation in Informatica programs
• Make decisions that will enhance the customers' experience of our brand and earn us their advocacy in return.

Your Background

• 3+ years' experience supporting customer reference programs or other cross-functional marketing teams
• A sense of customer first and comfort communicating with internal customers
• Clear and direct communicator
• Strong project management skills and operational discipline
• Experience bringing assets to completion reliably and repeatedly
• Strong MS Office and Salesforce. Reference Edge and Seismic experience is helpful.

Perks & Benefits

• Comprehensive health, vision, and wellness benefits (Paid parental leave, adoption benefits, life insurance, disability insurance and 401k plan or international pension/retirement plans
• Flexible time-off policy and remote working practices
• Tuition reimbursement program to support your and personal growth
• Equity opportunities and an employee stock purchase program (ESPP)
• Comprehensive Mental Health and Employee Assistance Program (EAP) benefit

We're guided by our DATA values and we are passionate about building and delivering solutions that accelerate data innovations. At Informatica, we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity.

Informatica (NYSE: INFA), an Enterprise Cloud Data Management leader, brings data and AI to life by empowering businesses to realize the transformative power of their most critical assets. We pioneered the Informatica Intelligent Data Management Cloud that manages data across any multi-cloud, hybrid system, democratizing data to advance business strategies. Customers in over 100 countries and 85 of the Fortune 100 rely on Informatica. www.informatica.com. Connect with LinkedIn, Twitter, and Facebook. Informatica. Where data and AI come to life.