Higher Logic - Customer Advocacy Program Manager
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Requirements
• Strong program management skills with the ability to manage multiple initiatives simultaneously and drive programs from concept through execution. • Ability to analyze data, identify trends, and translate insights into actionable and strategic improvements. • Strong communication, collaboration, and stakeholder management skills, with the ability to partner and lead cross-functional teams. • Demonstrated problem-solving skills with the ability to adapt approaches, operate in ambiguity, and define new solutions. • Strong organizational skills and attention to detail, with the ability to balance competing priorities effectively. • Ability to work independently while operating within defined guidelines and broader strategic direction. • Direct experience in customer marketing, customer advocacy, or community management in a B2B SaaS environment. • Experience leading or managing customer-facing programs. • ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- • You’ll earn: • Competitive compensation. • Comprehensive health benefits package. • 401(k) plan with employer match. • Healthcare and dependent-care flexible spending account. • Company short-term and long-term disability insurance. • Company culture that recognizes its employees. • Room for growth and development and management that cares about your professional growth and will help you achieve your goals.
Responsibilities
• Develop and manage customer advocacy and engagement program, including framework, goals, structure, and success metrics, to drive customer stories, references, and other advocacy opportunities. • Manage, execute, and evolve Customer Advisory Board (CAB) program including planning, facilitation, stakeholder alignment, and customer communications. • Lead strategic management of the online community, including day-to-day operations, content planning and execution, engagement strategies, and performance monitoring. • Organize and facilitate virtual and in-person customer user groups and events to drive engagement, knowledge sharing, product adoption, and impact customer retention. • Partner with cross-functional stakeholders to align program priorities with business objectives, integrate customer insights, and improve customer experience outcomes. • Support and drive the evolution of program best practices by identifying, testing, and implementing new approaches and technologies, including AI. • Define, track, and analyze program performance metrics and customer feedback to identify trends and drive continuous and strategic improvements. • Execute and enhance scalable processes, playbooks, and engagement strategies to support consistent program execution. • Serve as a subject matter resource in customer advocacy and community engagement, providing guidance across teams. • Conduct all business in accordance with Higher Logic policies and procedures. • Other duties as
Benefits
• 401(k) plan with employer match. • Healthcare and dependent-care flexible spending account. • Company short-term and long-term disability insurance. • Company culture that recognizes its employees. • Room for growth and development and management that cares about your professional growth and will help you achieve your goals.
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