Senior Customer Advocacy Lead - Remote

Shift Lead - Customer Advocacy - Recruitment & Relationship Management

Remote - 7:00AM-4:00PM PT

Want to be part of an amazing team, hell-bent on crafting a better future within the B2B customer space? We’re always looking for critical thinkers who are curious, data-driven, have a growth mindset, and excel at creating strategic points of view by levering data and learnings.  We are consultants. Strategists. Creators. Doers. Achievers. Explorers. Geeks. Leaders. Learners. Renegades. Seekers. Visionaries. And we fundamentally believe that we’re better together.

We’re looking for a Recruitment and Relationship Management Shift Leader to join our global customer advocacy team to drive impact with one of our leading tech client teams. This world-class, highly visible Microsoft team supports several other internal teams including sales, marketing, analyst relations, and events. 

Broadly, the global Customer Advocacy Program team (CAP) is on a mission to connect a community of customers and industry decision-makers to tackle today’s most common digital transformation challenges. Functionally, the Recruitment Team within CAP specifically works with account owners and solutions managers to identify, vet and recruit satisfied customers into the advocacy program so that sellers and marketers can leverage their voices to support sales objectives across their whole portfolio of tech solutions.

The Relationship Management team of fulfillment specialists are part matchmaker, part librarian specifically working with sellers and solutions owners to identify which customer advocates and advocacy content assets will provide the most valuable referrals and context for prospective customers. Since the CAP team operates across time zones to support sales and marketing needs globally, each regional team has a shift leader who acts as the key point-of-contact and voice-of-authority for their team’s deliverables.

The ideal candidate will not only have B2B Advocacy experience which helps them understand the pressures and expectations of the sellers and customer account owners, but will also understand the program from the standpoint of potential customer advocates and the program’s target audience, IT and Business Decision Makers. This confident people leader and proactive problem solver will ensure processes are followed and KPIs are met by their team each shift, and collaborate with overall Fulfillment and Relationship Management leaders to maintain top talent, ensure sufficient training, and troubleshoot ongoing problems. This individual will represent Designit by providing world-class service and displaying our core principles in all their communications.

Would you like to…  

• Manage regional team of Advocacy specialists
• Support Team Leaders by providing a middle-layer of management of the team members and acts as a lead when the Team Lead is off hours
• Act as the primary point of contact between the team members and leadership team on escalations, overseeing end-to-end of the process until mitigation has been achieved, ensuring timely and effective communications are maintained and executed throughout
• Ensure each individual team-member within their respective shifts provides high-quality and consistent experiences
• Collaborate with the Team Leads in relation to planning and scheduling team members capacity to support proactive projects
• Provide feedback to team members within their respective Time-zone to help improve their performance and the overall program
• Monitor SLA/KPI adherence of the individual Specialists in their Time-zone
• Responsible for case routing and distribution/assignment to team members within their Time-zone, based on each individual’s workload and capacity
• Act as primary point-of-contact for clients within the region
• Support Delivery Leadership with capacity forecasting activities
• Own the communications between the team members and the Leadership team, provide necessary and timely updates on escalations
• Carry out regular checks to ensure processes are being followed and verify the quality of the work

What you bring:  

• 5+ years as a client partner at a marketing/consulting agency with marketing experience in the B2B space preferably in the customer advocacy field  
• 3+ years’ of experience managing cross-functional teams comprised of various agencies all united to achieve the same goal
• Bachelor’s Degree or equivalent of 5+ years’ marketing experience 
• Expert client and executive-level presentation skills; Exceptional written and oral communication skills
• Respect and adherence to protocols around sensitive and confidential information
• Data-interpretation skills to inform strategy and provide actionable insights
• Interest in technology and B2B buying journey
• Collaborative, generous, proactive, organized, curious, and self-sufficient attitude
• Comfort working remotely and managing a remote team
• Proficiency in Microsoft Outlook, PowerPoint, Excel and Teams
• Microsoft experience a plus

Would you like to join a global organization that...  

• Embraces work-life balance – our employees’ well-being remains a top priority for us 
• Promotes a culture of learning and advocacy across the globe - diversity will enable us to strengthen our impact 
• Encourages innovation and experimentation 
• Understands that changes will occur and adaptability is crucial to assist when it does 
• Emphasizes and rewards collaboration 
• Works remotely. We continue to safeguard the health of our employees so our interviewing and on-boarding process will remain virtual until further notice 

Compensation Range: $85,000 - $95,000

This compensation range is indicative of the role. Compensation offered is on the basis of evaluation during interview process, the candidates range and depth of experience, business and market financials and internal pay parity.

Want to know more?

Check out our open jobs around the world. Just so you know, we don’t have a dress code, but we do have a strict no jerk policy. 

https://www.designit.com/ 

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