Customer Advocacy Manager (Remote)

Company: Rackspace Technology
Location: Detroit
Posted on: January 16, 2022

Job Description:

Location

Please note that this role is currently 100% remote through 2021, due to the pandemic. However, there is an option for this role to be remote or US office-based, based on the company policy and candidate fit.

Job Summary

This role is responsible for overseeing the delivery of advocacy strategies that align with the overall strategy, goals, and objectives of the company.

This role helps ensure that customers and Rackers can speak favorably about Rackspace. You will manage projects or portions of advocacy projects and will ensure an advocacy program is uniform and consistent based on the values and strategic priorities of the company.

The ideal candidate is someone who has a strong passion for understanding customers and how they are using our solutions and an ability to develop and nurture working relationships with practitioners and C-level Executives. You're an organized, strategic thinker that can map the right customers with the right message to the right opportunity. You're a team player who loves collaborating with other stakeholder teams, including customer success and solution marketing, to stay tightly aligned on customer readiness and messaging. You're analytical and data-driven and can track a set of goals to measure the effectiveness of your customer advocacy efforts.

Responsibilities
Partner with solution marketing, customer success, and product teams to proactively get a 360-degree view of our most strategic customers, including their health, project milestones, and readiness to engage.
Manage customer engagement and track throughout the advocacy opportunity.
Liaise with solution marketing and product teams to ensure understanding of use case criteria and competitive differentiators that customers can highlight in advocacy opportunities.
Work closely with our analyst relations team to source our best customers for activities.
Create a comprehensive view of strategic customers by product and buying center that enables us to do more proactive planning year-round with priority customers.
Represent customer advocacy program and report on key metrics in stakeholder meetings including but not limited to C-suite, investors, analysts, and alliance partners.
Report on global customer advocacy KPIs in marketing dashboard and ELT standup.
Project manage customer advocacy deliverables across all regions globally by means of monthly cadence meetings, tracking and reporting, and stakeholder review.
Facilitate new Racker training monthly at Rackspace Rookie O across all regions.
Nurture referenceable customers through regular communication, encouraging and facilitating participation in customer advisory board, media engagement, thought leadership contribution, event support, and 1x1 prospect reference.
Manage the creation and distribution of marketing assets including customer case studies, story slides, webinars, customer speaking opportunities, video testimonials, and more.
Produce customer engagement and story-telling assets to support internal marketing campaigns outside of direct customer advocacy, liaising across regions.

Education/Experience
Bachelor's degree or equivalent experience required.
5-8 years of sales or marketing communications experience, preferably in the high-technology industry.
Previous experience in a B2B customer relationship management role required
Specific advocacy and/or marketing experience advantageous
Demonstrated ability to build strong, lasting relationships with internal and external constituents (customers, product marketing, customer success, etc.)
Strength in working with cross-functional teams
Strong strategic thinking, problem-solving, and analytical skills
Extremely detail-oriented
Superb writing, general communication, and project management skills
Team-oriented approach
2+ years in a customer advocacy role

About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world's leading technologies - across applications, data and security - to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we're all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

Keywords: Rackspace Technology, Detroit , Customer Advocacy Manager (Remote), Executive , Detroit, Michigan