Customer Advocacy & Engagement Manager

About Iamneo Iamneo, established in 2016 and now a part of the NIIT family, is a rapidly growing and profitable B2B EdTech SaaS company that is reshaping the landscape of tech talent upskilling, evaluation, and deployment. Leveraging AI-powered platforms, we empower enterprises and educational institutions to cultivate future-ready talent on a large scale. As a venture under NIIT, we merge over 40 years of NIIT's expertise in learning and talent development with our AI-driven, product-centric approach to contemporary upskilling. If you are someone who is enthusiastic about innovation, meticulousness, and financial governance, we welcome you to join our team. Role Overview The Customer Advocacy & Engagement Manager plays a pivotal role in spearheading two strategic initiatives: - Customer Advocacy: Focusing on transforming our most satisfied customers into long-term brand advocates by means of referrals, case studies, co-marketing, and recognition. - Customer Advisory Board (CAB): Responsible for establishing and managing a strategic forum comprising senior customer stakeholders to influence product vision, validate roadmaps, and share market insights. This role is highly impactful, emphasizing relationships and operating at the convergence of customer success, marketing, and product strategy. Key Responsibilities Customer Advocacy Program - Take charge of executing the customer referral process within the wider advocacy program. - Identify potential advocates through NPS, CSAT, and product usage data. - Drive advocacy initiatives such as co-branded case studies, thought leadership pieces, and recognition campaigns. - Monitor and report referral metrics and advocate engagement to the leadership. Customer Advisory Board (CAB) - Lead the implementation of the CAB Charter, organizing two structured meetings annually (virtual/in-person) along with interim engagements. - Facilitate discussions on product vision, market trends, and feedback on innovation. - Manage CAB membership cycles to ensure balanced representation across institution types, roles, and geographies. - Ensure that feedback loops are closed and insights influence the roadmap and GTM strategies. Engagement & Recognition - Develop tiered recognition programs for advocates and CAB members encompassing events, spotlights, and awards. - Maintain continuous engagement touchpoints to foster enduring relationships. Governance & Reporting - Ensure that all advocacy and CAB activities are tracked in the CRM system. - Generate monthly dashboards for leadership summarizing impact, trends, and forthcoming actions. - Uphold confidentiality and ethical guidelines in all engagements. Roles & Expectations - Act as the primary contact for all customer advocates and CAB members. - Ensure concrete business outcomes from advocacy and CAB programs. - Establish repeatable playbooks for advocacy, referrals, and CAB facilitation. - Collaborate across functions with Sales, Marketing, and Product to synchronize customer voice with business objectives. Non-Negotiables (Must-Have Skills) - Proficient in building relationships with senior decision-makers (CXOs, Deans, VPs, HR Heads). - Demonstrated experience in customer advocacy, customer success, community management, or partner programs. - Excellent skills in facilitation, verbal and written communication. - Experience in B2B SaaS/EdTech environments. - Familiarity with CRM tools (HubSpot, Pipedrive, Salesforce). - Proficient in managing strategic forums or executive councils. Required Experience - Minimum of 5-8 years in Customer Success, Advocacy, or Account Management. - Over 2 years in designing or implementing structured advocacy or CAB programs. Ideal Candidate Persona - Connector Personality: Quickly builds trust and flourishes in relationship-oriented roles. - Strategic Facilitator: Structures valuable conversations and extracts actionable insights. - Process-Driven Leader: Develops scalable frameworks for advocacy and CAB programs. - Cross-Functional Influencer: Aligns Sales, Product, and Marketing priorities through the customer voice. - Trusted Advisor: Recognized by customers as a long-term partner rather than just a vendor contact. Benefits - Competitive CTC with performance-based bonuses. - Direct impact on product strategy and customer relationships. - High visibility with leadership and strategic customers. - Opportunity to shape the voice of our customers in GTM decisions. - Inclusive and collaborative work culture.,