Customer Advocacy Lead

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Location: U.S. West coast

We are looking for a talented marketing professional who is undeniably great at converting customers to advocates.

Ultimately, your purpose is this: develop and execute a sub-regional strategy in North America (Western US and Canada) to double-down on capturing and amplifying customer stories amongst a growing community of advocates to boost sales, customer success and lifetime value within our customer base. You have a proven track record of charisma with customers and collaborating cross-functionally on planning, execution and ongoing management of programs. You're recognized as an influential leader amongst peers and will be considered an extended member of regional leadership teams. You have stellar interpersonal and communication skills, are energized by uncovering great stories to tell the world and have a roll-up-your-sleeves attitude to get creative when faced with constraints.

OUR TEAM MISSION

Our mission is to convert our customers to advocates for life. We cultivate new advocates and amplify their success stories. They are the heroes of our story. We grow an active and enthusiastic community of advocates that fuel smart strategies, bold innovations and big results for us and each other by sharing ideas and lessons learned in customer and employee experience.

We measure our success in pipeline and booking influence, customer program engagement/feedback, advocacy community/reference participation and customer lifetime value.

HOW WE WORK

Our marketing team is highly collaborative. We embrace change, work hard, trust each other, focus on progress over perfection and prioritize what moves the needle.

To go big, we say no to the status quo and try new things constantly. We dare to fail, listen, learn and grow as a team to continuously raise the bar.

We are a corporate family. We thrive on openness, authenticity, caring and belonging.

YOUR FUTURE DAY-TO-DAY RESPONSIBILITIES

• Cultivate new advocates

• Lead formal networks with sales, marketing and customer success leadership in region to understand North America sub-regional sales pipeline needs, key wins and implementation milestones to prioritize and pursue our next-best advocates.

• Serve as an expert and spokesperson to educate internal stakeholders, strategic partners (up to VP+ levels) and executive-level management in our customer base on our mutually beneficial customer advocacy programs.

• Create, document and manage reliable and trustworthy customer engagement plans for acts of advocacy with key personas in our customer base.

• Set and execute the regional strategy to secure customers to support critical campaigns, PR, analyst relations, customer case study assets, customer award nominations, event speakers and sales references.

• Develop and implement plans and activities with strategic external partners to capture new advocates.

• Manage the customer contact process and frequency to prevent disjointed or too-frequent requests for participation.

• Serve as a liaison to other functions that require customer research.

• Challenge tried-and-true B2B customer marketing tactics with new ideas that set us apart, win more advocates and inspire our customers, prospects, partners and ourselves.

• Build and grow a community of advocates

• Leading and driving regional user groups, executive roundtables and advisory boards/councils to share the voice of our customers to fuel solution adoption, innovation and customer success. Recruit customers to join and facilitate these customer-led programs.

• Collect and communicate customer feedback from these sessions throughout the organization up to executive levels.

• Work with marketing, sales and customer success to identify cross-sell and upsell opportunities within this community of advocates.

• Measure and optimize

• Contributes to the global strategy for customer advocacy at Genesys

• Track the impact of regional customer advocacy activities on customer growth, retention and financial outcomes and communicate these impacts to senior leadership in Genesys.

• Make data-driven improvements to boost and scale the efficiency and effectiveness of your regional community, capture and amplify strategy.

YOU CAN CHECK OFF THESE REQUIREMENTS BOXES

• 6+ years of relevant customer experience industry, sales, marketing or customer success expertise

• Bachelor's degree in business, communications, marketing, regional studies or equivalent

• Specific experience with Genesys or in Customer Marketing is preferred

• Expected Travel: 20%

WHAT YOU ARE KNOWN FOR

• Leadership and influence

• Customer engagement

• Exceptional interpersonal skills

• Facilitation

• Strategy

• Negotiation

• Coaching

• Problem solving amidst complexity and ambiguity

• Excellent communication skills - virtual and in-person up to C-level executives

• Strong presenter and writer

• Storyteller

• Multitasking with prioritization

• Program management

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link:https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visitwww.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.