Customer Advocacy Relationship Lead

Remote - 9:00am -6:00pm EST

Want to be part of an amazing team, hell-bent on crafting a better future? We're always looking for creative people who care!

We are consultants. Strategists. Creators. Doers. Achievers. Explorers. Geeks. Hipsters. Leaders. Learners. Renegades. Seekers. Visionaries. And we fundamentally believe that we're better together.

We're looking for a Relationship Management Leader to join our global customer advocacy team to drive impact with one of our leading tech client teams. This world-class, highly visible enterprise team supports several other internal teams including sales, marketing, analyst relations, and events.

Broadly, the global Customer Advocacy Program team (CAP) is on a mission to connect a community of customers and industry decision-makers to tackle today's most common digital transformation challenges. Functionally, the Relationship Management team of fulfillment specialists within CAP are part matchmaker, part librarian specifically working with the client's sellers and solutions owners to identify which customer advocates and advocacy content assets will provide the most valuable referrals and context for prospective customers, so that sellers and marketers can leverage their voices to support sales objectives across their whole portfolio of tech solutions.

The ideal candidate will not only have B2B Advocacy experience which helps them understand the pressures and expectations of the sellers and customer account owners, but will also understand the program from the standpoint of potential customer advocates and the program's target audience, IT and Business Decision Makers. This skillful leader and proactive strategist will direct and mentor a team of more than a dozen specialists working across multiple time zones and will serve as a member of the Customer Advocacy Leadership team helping to define the ongoing growth and success of CAP all-up.

In addition to people management and collaboration, this role requires a creative problem solver with impeccable critical thinking and excellent communication skills who works successfully with team members, stakeholders, and senior managers to formulate the customer advocacy standard operating procedures (SOPs), documentation, training, quality assurance, and continuous management of process improvement changes to meet program objectives. This individual will represent Designit by providing world-class service and displaying our core principles in all their communications.

Would you like to…

• Manage the team of relationship management specialists
• Serve as an operational subject matter expert by establishing, demonstrating, and sharing best practices with team
• Identify and solve potential risks/success barriers across staffing, people growth, work processes, tools, and delivery, directing regular documentation updates and detailed process improvements
• Passionately build, mentor, and grow the team
• Oversee onboarding, offboarding, account setup, and training of new hires, including interview participation
• Manage performance, regular team meetings and 1:1s, escalations, and PTO coverage plans
• Ensure diversity of experience and thinking within the team, defending equitable processes and creating an inclusive culture
• Act as primary point-of-contact for CAP clients
• Define goals, strategies, and set a measurement framework in partnership with key stakeholders
• Foster strong client partnerships and build a regular cadence around status reports on overall project and team health
• Participate in regular cadence of program planning and reporting meetings, including SOP reviews, QA readouts, team capacity assessments, and growth roadmaps
• Proactively find and recommend efficiencies in the content production framework
• Oversee the Team's deliverables (tracking, analysis, optimization recommendations and presentation) and present reports to key stakeholders
• Provide performance reporting against KPIs and monthly capacity limits

What you bring:

• 8+ years as a client or client partner from a marketing/consulting agency with B2B customer experience, preferably in the customer advocacy field
• 5+ years' of experience managing large cross-functional teams comprised of various agencies all united to achieve the same goal
• Bachelor's Degree or equivalent of 5+ years' B2B experience
• Expert client and executive-level presentation skills; Exceptional written and oral communication skills,
• Respect and adherence to protocols around sensitive and confidential information
• Data-interpretation skills to inform strategy and provide actionable insights.
• Collaborative, generous, proactive, organized, curious, and self-sufficient attitude
• Comfort working remotely and managing a remote team
• Proficiency in Microsoft Outlook, PowerPoint, Excel and Teams
• Microsoft or previous enterprise experience a plus.

Would you like to join a global organization that...

• Embraces work-life balance – our employees' well-being remains a top priority for us
• Promotes a culture of learning and advocacy across the globe - diversity will enable us to strengthen our impact
• Encourages innovation and experimentation
• Understands that changes will occur and adaptability is crucial to assist when it does
• Emphasizes and rewards collaboration
• Works remotely. We continue to safeguard the health of our employees so our interviewing and on-boarding process will remain virtual until further notice

Compensation Range: $110,000 - $120,000

This compensation range is indicative of the role. Compensation offered is on the basis of evaluation during interview process, the candidates range and depth of experience, business and market financials and internal pay parity.

Want to know more?

Check out our open jobs around the world. Just so you know, we don't have a dress code, but we do have a strict no jerk policy.

https://www.designit.com/

Designit is committed to ensuring that all candidates have an equal opportunity to be considered for employment. Please let us know if you need any reasonable accommodation to participate in the job application or interview process.

Designit will only retain your records or application for as long as relevant laws require and will only share your information pursuant to a lawful request.