Customer Advocacy Manager

About the Role:

SentinelOne is looking for a Customer Advocacy Manager to build a strategic engagement program that will provide multiple avenues for our customers to expand their relationship with SentinelOne and one another. The ultimate goal of the program will be to create a steady stream of referenceable customers. We are searching for an individual who will support and oversee a wide range of customer advocacy and engagement initiatives that align with overall Menlo goals and objectives. The role manages projects that ensure our advocacy program delivers on its commitment to customers, offers a consistently positive customer experience, and drives value across multiple internal areas of the business.

We are seeking an individual passionate about customers, eager to ensure the customer voice is heard, and capable of building strong relationships inside and outside an organization. You must be organized, possess exceptional communication skills, are able to work cross-functionally, and can make connections between data and strategic goals.

Responsibilities:

• Partner with customer success, sales, marketing, and product teams to deliver a holistic view of key SentinelOne customers, including overall health score, advocacy milestones, and readiness to engage.
• Act as a liaison between internal teams to effectively communicate and ensure understanding of customer voice and use cases highlighted during advocacy activities
• Project manage customer reference platforms and processes associated with securing customer reviews & references through third-party sources (e.g., S1 Customer Community, Totango, Gartner Peer Insights)
• Complete customer profiles and ensure customer advocacy data is current and accurate within reporting tools and systems
• Review, manage and fulfill reference requests from sales
• Nurture relationships with customer advocates through communication and engagement in advocacy activities
• Create and maintain advocacy program materials, including presentations, training documentation and program communications
• Create and contribute to materials and output related customer events, customer case studies, speaking opportunities, video projects, etc.
• Responsible for customer surveying such as NPS, CES, and CSAT, and providing actionable data around survey results
• Provide cross functional support of customer advocacy and success focused initiatives across the Global Support & Services organization
• Assist with gathering data and key metrics, as well as reporting related to customer advocacy to be presented to key stakeholders (e.g., executive leadership, analysts, partners, investors)

Requirements:

• 5 total years of work experience at an enterprise software company
• 2+ years of customer advocacy or customer marketing experience (general sales, marketing, or customer success experience also a bonus)
• Demonstrated ability to build long lasting relationships with internal teams and external customers
• Strong skills with complex project management 
• Ability to meet tight deadlines while being extremely organized and detail-oriented
• Database management experience a bonus 
• Proficiency in Microsoft Word, Excel, and PowerPoint 
• Strategic and creative thinker with well-developed problem-solving and analytical skills
• Experience in the IT or Cybersecurity industry especially Endpoint Security 
• Experience with a structured project management methodology which may include; Agile Methodologies (Including Scrum or Kanban), Lean, Traditional Waterfall, Six Sigma, PMBOK, or a hybrid of these or other methodologies
• Embodies the core values of SentinelOne: Trust, Accountability, OneSentinel, Relentlessness, Ingenuity and Community.