Program Manager, Voice of Customer

The Opportunity

Customer advocacy revolves around providing the best customer experience to get more loyal customers. Then, prompt those loyal customers to share their positive experiences with their network and attract new customers to Simpplr. Investing in a customer advocacy program is about boosting brand awareness, reducing churn, reducing cost of customer acquisition and driving word-of-mouth referrals.The primary purpose of this role is to support revenue generation through Sales and Account Management. It is a sales operations support role. In addition this role by definition is a nexus of collaboration with Marketing, Product, and Customer Success, to ensure that customer advocates (loyal customers who will praise us publicly and help us sell), are nurtured, enlisted, and promoted.

Your Job ResponsibilitiesWhat you will be doing:

• Developing and managing a customer referral program.  
• Working with the sales team to coordinate references that are the right fit for a particular prospective customer.
• Understanding customer communications over the life-cycle of customers, ensuring Simpplr has a coherent shared view of what this looks like.
• Developing and running customer advisory board(s) (and collaborating, as needed, with other functions for content and event logistics and management). 
• Managing business value assessment third-party service providers to seek ways for Simpplr to use this to the maximum for customer referrals and advocacy. 
• Identifying customer case studies and collaborating with Marketing to gather and promote.  
• Establishing and facilitating customer user groups.
• Building customer communities that elevate customer advocacy as an element of our growth strategy. 
• Collaborating strongly with Marketing, Product, and Customer Success at the points of intersection across the customer life-cycle.
• Collecting and ensuring valuable feedback is fed back into the business.

Your SkillsetWhat makes you a great fit for the team:

• 8+ years relevant experience, including digital channel experience 
• SaaS customer advocacy experience
• Experience with Salesforce and other related CRM tools