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Job Description
The Associate within Customer Advocacy Program is responsible for supporting the development and execution of customer advocacy initiatives within the marketing team. This person will play a key role in identifying, engaging, and nurturing customer advocates to help champion our products and services. The Customer Referral & Advocacy Executive EMEA will report to the Senior Manager, Customer Marketing and Advocacy EMEA in a team of three. The person will also work closely with the wider Marketing EMEA team, Customer Success, Professional Services, Sales Operations and regional sales teams aswell as partner teams. The Customer Referral & Advocacy Executive EMEA will be responsible for managing a number of initiatives and supporting on wider programmes within the Customer Marketing Team in EMEA.
Responsibilities
Core Tasks
- Identify potential customer advocates and build relationships.
- Assist in organizing customer advocacy events and webinars. Recruit and brief Verint customer advocates for public speaking or other engagements across Verint internal and third-party events.
- Coordinate the collection of customer testimonials and case studies.
- Assist in maintaining the customer advocacy database.
- Assist in the creation of customer advocacy content together with the Senior Content Writer EMEA and an external agency.
- Support in customer advocacy program reporting including activities in supporting new business and cross/up sell opportunities.
- Manage requests from internal teams for referencing opportunities – including requests for calls/visits and information to support new business opportunities/RFP’s. Ensure timely and high-quality responses to teams to support goals for driving sales pipeline.
- Support delivery of Verint’s annual Customer Awards event in London, a highly renowned evening which celebrates our customers’ achievements and their project’s visibility. The Awards also fuel the ongoing pipeline of customer stories and assets that drive preference for Verint. Responsibilities will include venue booking, internal and external event promotion, management of event logistics and customer travel.
Documentation & Governance
- Maintain records of customer advocacy engagements and communications.
- Managing the onboarding process of new suppliers within the customer marketing team, managing documentation requirements between accounts and legal
- Manage Weekly Highlights for Customer Marketing and send them to Director and VP Marketing EMEA to drive strong internal engagement and awareness with marketing successes/projects.
Stakeholders
- Liaise with the Customer Advocacy Program Manager and fellow team members. Build trust for strong and rewarding relationships with internal teams (wider marketing, sales, customer success, professional services) and external stakeholders (customers, creative agencies, Verint partners and event suppliers)
- Engage with customers and gather their feedback.
Knowledge & expertise
- Gain basic understanding of customer engagement and advocacy principles.
Planning
- Assist and support the planning and execution of customer advocacy events and initiatives (including our annual customer advocacy gifting campaign ahead of Christmas).
- Management of Customer Marketing team budget – tracking quarterly spends and raising POs to suppliers within good time
Qualifications
General & Industry Specific
- Basic understanding of customer engagement and advocacy principles.
- Basic understanding of competitor customer advocacy programs.
- Awareness of industry regulations related to customer data.
Environment
- Ability to work within a fast-paced, changing, revenue focused environment.
- Ability to work within a geographically distributed team spread between multiple time zones and cultures.
- Ability to work across different business functions and external stakeholders.
Product / Technical
- Understanding of the Verint's products and services.
- Basic knowledge of using customer relationship management (CRM) systems.
- Ability to create and edit simple marketing collateral.
Professional / Task
- Ability to work under general supervision of senior members towards organization’s goals. Ability to work as part of a matrixed team, being supportive and collaborative with colleagues in order to meet Verint’s objectives.
Personal
- Ability to follow process but to remain flexible in achieving project objectives.
- Curious, interested in new products and technologies.
- Engages quickly, remains organised and highly engaged regardless of frustrations and obstacles.
- Motivated, eager to learn and demonstrate values, able to learn independently, research via multiple sources and finds information as needed.
- Patient, shows empathy for stakeholders who take longer to understand, happy to re-explain as required.
- Responds rather than reacts.
- Demonstrable examples of good work ethic.
- Able to pass a background check subject to local laws and legislation.
Specific Qualifications & Accreditations
- Bachelor's degree in marketing, business, or related field.
