Job
Description
Shift Timing: 03:00 PM - 12:00 AM Advocacy Manager, Customer Marketing Cvent is a leading meetings, events and hospitality technology provider with more than 4,800 employees and nearly 22,000 customers worldwide. Founded in 1999, the company delivers a comprehensive event marketing and management platform for event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. The DNA of Cvent is our people, and our culture has an emphasis on fostering intrapreneurship --a system that encourages Cventers to think and act like individual entrepreneurs and empowers them to act, embrace risk, and make decisions as if they had founded the company themselves. We foster an environment that promotes agility, which means we don’t have the luxury to wait for perfection. At Cvent, we value the diverse perspectives that each individual brings. Whether working with a team of colleagues or with clients, we ensure that we foster a culture that celebrates differences and builds shared connections. About the role: The Cvent Supplier and Venues Solutions (SVS) Customer Marketing team primarily focuses on onboarding, adoption, retention, and advocacy for existing Cvent customers. From the moment customers onboard with us, to how they engage with our products, to their satisfaction and willingness to advocate on our behalf, and ultimately expand their business, Supplier and Venues Solutions Customer Marketing develops programs that address all these stages of the customer journey. A key and critical component of this is identifying, engaging, and promoting customer advocates. As an Advocacy Manager, you will be responsible for leading customer programs that create strong relationships and turn customers into advocates. You will also manage promotional campaigns that raise the profile of Cvent advocates and increase the Cvent brand value. You will work closely with Sales, Client Services, Product Management, Product Marketing, and Global Marketing teams to identify, enroll, and engage customers in advocacy programs. You will focus on providing exceptional customer experiences and advocacy activations that turn customers into brand ambassadors, and your expertise in customer advocacy will help Cvent showcase brand value and support sales and marketing efforts. In this role, you will: Execute and grow the Cvent Supplier and Venue Solutions Customer advocacy experience, managing programs including Product Advisory Boards, Networking Events, global reference program, and advocate recognition initiatives. Own customer reference request fulfillment. Develop strategies to measure and expand the value of customer reference materials, including written and video case studies, quotes, logos, and more. Develop and execute new programs and strategies to recruit, activate, and showcase Cvent advocates. Build long-term mutually beneficial customer relationships with advocates at all levels of the customer organization. Work with internal teams to increase advocacy adoption and visibility within Cvent, managing internal enablement for relevant programs. Track advocacy activities and outcomes and effectively communicate the ROI of advocacy programs to leadership through post-campaign analysis. Make data-back recommendations to expand advocacy programs. Work with global leads to enable regional advocacy program execution. Qualifications: Proven track record and at least 8+ years of experience managing customer advocacy, reference or engagement programs. Deep understanding of customer advocacy in a B2B environment. Excellent communicator with proven ability to clearly convey ideas and data in written and verbal presentations to a variety of audiences. Excellent program management skills. Ability to lead and influence cross-functional teams. Ability to work across all levels of the organization and contribute to cross-functional strategies. Passion for building a world-class program and desire to own and refine key operational processes. Strong analytical skills and proven ability to use data to optimize program performance and inform future strategies. Education: Bachelor’s degree in marketing, Communications, or a related field. Hospitality Industry experience and experience in a SaaS environment is a plus. Some travel may be required. Show more Show less
