Freshworks is a leading provider of cloud-based customer engagement software.
We are looking for an exceptional marketing leader to join our customer marketing team and own the strategy and execution of the Freshworks advocacy program. At Freshworks, our vision is to enable businesses to win “Customers for life. The customer marketing team at Freshworks exists to build and grow a loyal community of advocates that we have helped realise this vision.
The global customer advocacy lead is responsible for executing programs to support customer reference and advocacy initiatives. This includes serving as the internal champion for customer advocacy within the organization. The ideal candidate is comfortable handling all aspects of a customer advocacy program – from communicating directly with customers to managing a reference program and platform used across the organization, as well as ensuring fresh, new customer stories are created regularly.
Conceptualise and execute a world class advocacy program for Freshworks
Establish and implement a Global Referral program that becomes a significant contributor to our sales pipeline
Work with global marketing teams to support customer advocacy activities such as sourcing, deployment and management of advocacy assets and interactions
Own systems and processes for the maintenance and distribution of advocacy assets (Video testimonials, referenceable customers, Logos, customer quotes etc.)
Collaborate with customer success, sales, account management and product marketing teams to constantly grow our community of advocates across all products
Create or assist in building customer advocacy assets such as case studies, videos, and testimonials
Work closely with the corporate communications team to drive PR and customer stories through earned media
Own the case study program and process at Freshworks
Identify effective strategies for embedding customer advocacy into other cross-functional areas including demand creation and customer lifecycle marketing
Cultivate effective relationships with key customers, customer advisory board members, industry groups and product groups
Positively transform some of our largest customers as brand ambassadors to promote product adoption, knowledge sharing and best practices for the advocacy program
7+ years of marketing/customer advocacy experience in B2B enterprise organization
Ability to build and maintain effective customer relationships
Excellent written and verbal communication skills
An eye for quality and attention to detail
Strength in collaborating with cross-functional teams across geographies
Excellent communication and organizational skills
Be an innovative thinker, creative problem solver and effectively manage multiple on-going assignments in a fast paced, fluid environment
Exceptional time and project management skills and process orientation
Experience launching and managing a customer reference program is a big plus