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SalaryWe're looking for aCustomer Advocacy & Engagement Program Manager This role is RemoteThe role of a Customer Advocacy Marketing Manager is to proactively increase customer satisfaction and loyalty, through ensuring interactions meet customer needs and managing the customer life cycle. The ultimate goal is creating an ongoing strategy for anticipating and meeting customer needs.In this role you will...
- Develop and implement strategies useful in improving customer relationship, dedication, and satisfaction. In performing their duties, the Customer Advocacy Marketing Manager establishes regular communication channels and alignment with the internal teams and customers.
- Facilitate the customer experience strategy to maintain and grow the customer reference base in APJ to better support Cornerstone's win zones and regions. Customer success and stories are being recognised and promoted in Champions HQ (Cornerstone's Customer Advocacy online program), in monthly newsletters, social media channels, website, events, media and in the various customer online communities.
- Work directly with customers to promote their brand, project and success and ensure the delivery of high quality promotional service and advocacy. Interactions with customers need to reflect positively on the company.
- Collaborate with an organization's marketing, PR, sales, customer service managers and advertising units to develop programs effective for improved customer experience.
- Support the sales and product team with reference calls, customer stories and requests for sales meetings. Support the marketing team identifying customer speakers for events or webinar sessions; the PR and social team to produce customer comms and the analyst team to identify customers willing to participate in online analyst survey and interviews.
- Support the internal customer comms team with campaign and general promotion in monthly newsletters or the customer engagement team with events such as dedicated executive meetings, user groups and webinar sessions.
- Develop a strategy for the region and reports regularly to management about results, success and promotes customer success stories internally and externally through various channels such as QBRs, 1:1 meetings, email announcements, internal massaging platforms, internal tools, website, social media etc.
- Up to 5 years of experience in the field of customer service or marketing
- Management skills. You will work directly with customers to promote their brand, project and success and ensure the delivery of high quality promotional service and advocacy to customers. They are also required to coordinate and manage requests with internal parties such as comms, sales, marketing etc.
- Communication skills. Well-versed in effectively interacting with customers and internal departments to identify and process their requirements.
- Customer Service / Care Skills. Ability to courteously interact with customers to ensure positive customer experience.
- Intercultural and language skills. Adaptabilityt to the different cultures and languages in APJ being able to host conversations with a diverse customer base. Fluent English is required.
- Product knowledge and market insights. To better understand the needs of customers and align with sales and marketing, you need a to build a profound basis in Cornerstone's products and solutions as well as an insight into the HR market and future trends.
In Australia, The base salary range for this position is: 92300 - 147700 AUD. If you work outside of Australia, the salary range may be different and will be applicable to your country, currency and market.
In addition to competitive base pay, the compensation package for this role may include other incentives like bonus or commission, along with a generous benefits package.
Where an individual's pay falls within the range is determined by factors including, but not limited to, job-related skills, experience, and relevant education or training.Our Culture:Our mission is to empower people, businesses and communities. A culture created less by what we do and more by who we are. When people ask what our team is about, we point to our core values: champion customer success, bring our best, achieve together, get stuff done, and innovate every day. We're always on the lookout for new, curious and capable people who can help us achieve our goal and we are seeking diversity in the people who join our team. We want to make sure that our company reflects the demographic of our customers, clients, and the communities in which we operate. So if you want to work for a friendly, global, inclusive and innovative company, we'd love to meet you!What We Do:Cornerstone is a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstone's people development solutions are successfully used by more than 100 million+ people in 180+ countries and in nearly 50 languages.Cornerstone takes special care to ensure the security and privacy of the data of its users.Check us out on , , , and !
