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Freshworks

Freshworks is a leading provider of cloud-based customer engagement software.

Global Advocacy Lead
Chennai, IN
Job Description / Skills Required

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.

Responsibilities

  • 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 

Requirements

  • 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