Manger/Senior Manager, Customer Advocacy & Community

  • Austin, TX, USA
  • Full-time

Company Description

Snow’s mission is to stop organizations overpaying for the software they use, today and tomorrow. We help organizations optimize software availability, compliance and cost savings through delivery of on premise and cloud-based Software Asset Management solutions. Today we are the largest and most successful dedicated developer of SAM solutions with staff all over the world in regional locations. To sustain our explosive growth, we are looking for the brightest, and most highly-skilled people who have their best work ahead of them. Now is the right time to join Snow.

Job Description

As part of the Awareness & Preference team, the Senior Manager of Customer Advocacy will run global advocate and community efforts, increasing strategic engagement while also bringing the voice of our customer into communication and marketing initiatives. One of our key company priorities is creating one customer experience, and you will be a critical customer-centric champion supporting that initiative. This position will involve collaboration with stakeholders in marketing, customer success, services, sales and product organizations.


Responsibilities may include:
Program Management
•    Work with the Director of Brand & Communications to develop a cohesive customer-centric strategy that aligns to larger awareness, preference, renewal and pipeline goals
•    Partner with stakeholders across the organization to design and implement programs 
•    Establish metrics and measure impact on business objectives
Advocacy
•    Create a single global advocacy approach that combines current programs and establishes new ones as needed
•    Expand our advocate pool to include customers at every level across all our regions
•    Increase acts of advocacy, including references, case studies, testimonials, reviews, media opportunities and community participation 
•    Publish a steady drumbeat of written and video customer success stories
•    Scale a customer review program and other external advocacy channels
•    Support a customer reference program for sales and marketing use cases
Community
•    Increase participation and engagement on Snow Globe, our online customer community
•    Create and manage a content calendar that covers all channels within Snow Globe
•    Help develop community content, including blog posts and webinars
•    Actively engage in discussions and surface customer feedback to relevant teams
•    Maintain and optimize our platform and tools, with technical support as needed
 Events
•    Drive our global Snow Storm events, which focus on enabling and engaging our current customer base while also influencing prospects
•    Organize current and establish new end-user Special Interest Groups 
•    Establish an executive Customer Advisory Board
•    Assist with the creation of a speaker's bureau by identifying and enabling customers who can represent Snow at live and digital event

Qualifications

NEED TO HAVE
•    Minimum of 3-5 years previous B2B marketing experience, preferably in enterprise technology (5-7 years for senior manager level)
•    Ability to establish strong customer relationships that range from CIOs to technical end users, delivering an exceptional experience that results in passionate Snow advocates
•    Excellent writing, editing and verbal communication skills
•    Strong organizational and analytical skills
•    Strategic thinker and program leader who is also an enthusiastic practitioner
NICE TO HAVE
•    Previous experience with global programs that span multiple regions and require collaboration across multiple time zones 
•    Previous event management experience 
•    Familiar with Jive community platform 

 

Additional Information

LOCATION: Austin, TX; Bracknell, UK; would consider remote in the US or UK

Pay & Benefits:

  • Competitive Pay + Variable
  • Stock Options
  • 100% Employer Paid Benefits for Employee for Dental, Medical Insurance, Vision, Life, STD, LTD
  • 401k with Employer Matching Contributions
  • Employer HSA Contribution
  • Unlimited Vacation

This is a chance for you to accelerate your career and succeed in an environment where you will have the possibility to make a daily impact. Every day you will get to work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. We fully recognize that it is our employees that make Snow a success and the global leader in the development and delivery of dedicated SAM solutions. If you are the right person for the role we will offer you exciting and developing assignments and you will get to be part of a fantastic journey within a dynamic high-growth business.

We look forward to your application and the opportunity to meet you!

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