Customer Advocacy Specialist

Ready to be a Titan?
Our Customer Experience Organization is looking for a Customer Advocacy Specialist to join our growing team. This individual will focus on Customer References and play a crucial role in supporting the growth of our Customer Advocacy department and its cross-functional initiatives.
We are seeking someone who has a strong passion for serving and understanding Customers; who truly understands how customer success is tied to our brand success; and who can help us to build world-class Customer Experience and Advocacy programs while having some fun along the way.
This role's success will be defined by the volume of participants in our branded reference program, the Torch Network, the lifecycle time with which references are fulfilled, the CMRR and MRR influenced by reference requests, and the amount of reference focused content created. The role requires interactions with customer and internal facing teams as well as directly with customers and will report to the Director of Customer Advocacy. The ideal candidate is motivated by ensuring our customers are at the center of everything we do and thrives on turning regular customers into stark raving advocates.
What you'll do:

• Build the Torch Network pipeline by collaborating with customer facing teams (Customer Success, Implementation, Support) to identify referenceable customers and by monitoring new marquee wins, new go-lives, and beta participant champions.
• Manage spin-off programs within the new vertical space and that support the overall goals of the company, including but not limited to Commercial and Construction.
• Work closely with the Events team to plan and implement a calendar of Torch Network activities as well as source customer attendees for Sales Roadshows as well as to fill customer speaker requests for various events.
• Analyze the breadth of the reference pool to ensure all possible reference needs of internal stakeholders can be fulfilled, and perform targeted recruiting to fill any gaps across various segments.
• Manage reference requests with a sense of urgency to support each team's goals. This includes Sales requests for prospective customers, Implementation and Success requests for fellow customers, Marketing and Product Marketing requests for content pieces, and Product requests for beta tests and feedback sessions
• Work with the Success and Marketing teams to source and develop reference materials based on customer success stories through videos, case studies and evidence-based reference materials that highlight transformation, value to the business and overall ROI of ServiceTitan.
• Work with Sales Enablement to train and showcase customer reference materials to internal stakeholders.Work with the Success Operations team to regularly report on customer reference metrics and KPIs.

What you'll bring:

• 1-3 years of Customer Marketing or Success Operations. Experience in the B2B technology space is preferred, and experience with customer reference/ advocacy programs would be ideal
• Experience with Salesforce.com, Gainsight, Hubspot, Highspot and webinar technology platforms.
• Strong interpersonal skills and comfortable working on cross-functional teams as well as a demonstrated success in developing relationships with customers.
• Strong project management skills and a can-do attitude that will thrive in a fast-paced environment. Willingness to roll up sleeves to make things happen and to seek out answers rather than relying on others.
• Take ownership of work with a keen attention to detail and continuously strive for improvement.
• Excellent time management and organizational skills, producing reliable and efficient results. Strong written and verbal communication

Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.