Customer Marketing & Advocacy Director at Outreach

| Seattle
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Our success is dependent on building teams that include people from different backgrounds and experiences who can challenge each other’s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including those from historically marginalized groups — women, people with disabilities, people of color, people who are lesbian, gay, bisexual, transgender, and/or gender nonconforming, first and second generation immigrants, veterans, and people from different socioeconomic backgrounds.

As Customer Marketing Director you will be responsible for architecting initiatives that establish customer relationships and inspire advocacy. Reporting to the VP of Customer Marketing, this role will be a catalyst for increasing customer-centricity throughout the organization. You will be accountable for driving customer engagement, activation, and loyalty. At the foundation of this role is the understanding that the voice of our customer is the most powerful resource at our disposal. It’s up to you to provide advocacy and engagement opportunities to our customers that excite and delight them, while providing value to the business. Your priority is to establish a customer advocacy program that builds trust, earns engagement, and cultivates a thriving community of champions.

You are a master of your craft who deeply understands how to unlock the potential of a customer relationship. You will build the strategy, framework, and plan for the customer advocacy program. You’ll be defining what program success looks like and will work closely with stakeholders from around the business to satisfy their desire to leverage customers in a wide variety of ways. You are a creative problem solver who puts the customer first. You’re passionate about building programs that both deliver customer value and that can be effectively scaled to meet the needs of a rapidly growing business.

You are a cultivator of both customer and internal relationships. And you are able to balance short, mid, and longer term goals to build an engine for customer advocacy that serves the business today and sets the foundation for future success and scale. 

Location: We are open to remote work in the United States

Your Daily Adventures Will Include:

  • Operationalizing customer obsession to drive customer participation in customer advocacy programs. You will design the strategy and orchestrate the development, execution, and optimization of customer advocacy programs to increase the number of customer champions lending their voices to tell the Outreach story. Success will look like increasing the number of publicly referenceable customers and ensuring that any internal request for customer evidence is met with a robust database of willing participants.
  • Telling the Outreach story through customer successes. Your team will put customers out in front across all marketing channels. Success will be amplifying the business value and transformative impact of Outreach's solutions through marquee customer stories across web, PR, social, events, and other content marketing programs.
  • Ensuring robust adoption of Outreach's customer stories. You will ensure that all customer-facing team members are equipped and enabled to anchor their conversations with real customer examples. You will develop a program of “Stories to Know by Heart” that provides evidential coverage for all key go-to-market themes and product value props. You will partner with the sales and customer success organizations to identify what formats and outputs are optimized to meet their needs. Success will look like customer stories being woven throughout all new hire and sales training, and being showcased on all company-wide meetings. 
  • Strengthening customer relationships and community engagement. You will punctuate your programs with customer appreciation that motivates and inspires active participation. You will work diligently to uncover the motivators and goals of your customers and partner cross-functionally to identify compelling opportunities for customers to engage with us. Success looks like fulfilling all pre-release programs, identifying customers for speaking opportunities at conferences and user groups, putting together thoughtful thank-you programs to show customer love, and more.
  • Establishing global sales reference and customer referrals programs. You will build a community of eager customers who are willing to participate in 1:1 sales reference calls and provide customer validation as part of the Outreach deal cycle. You will build and maintain a reference database where sellers can easily search for and request RFP and reference support. You will also develop a customer referral program where happy customers can directly refer other organizations to Outreach. Success will look like 100% of closed/won deals having a customer reference attached and being able to demonstrate the impact of references on bookings.
  • Dominating the leader quadrant and rankings in third party review websites. Your team will invigorate the customer evidence and reference program to support Outreach's growth and reputation objectives. Success will be maintaining a deep customer reference database and achieving top rankings by driving a healthy volume of customers to advocate for Outreach in reputable third party review sites.

Qualifications:

  • 10+ years of experience working in marketing or in a customer-facing role in the technology industry
  • 5 years direct experience with Customer Advocacy and/or Reference programs a must
  • Experience building and running marketing programs in a high-growth environment
  • Creates a work environment that celebrates diversity, equity & inclusion, and drives execution for Outreach programs that drive meaningful change
  • Strong exec-level presence and communication
  • Exceptional communication and writing skills and a track record for delivering clear and compelling customer-facing materials in a technology sector
  • Demonstrated ability to lead cross-company and multi-discipline teams with influence to drive business and product results that measurably deliver company impact
  • Exceptional ability to drive key business objectives with data-driven, fact-based insights that lead to well-informed strategic plans, quick decision making and impactful outcomes
  • Experience with marketing programs targeting marketing or sales personas is a plus

About The Team 
We are obsessed about collaborating effectively across internal teams and stakeholders, as well as our partner ecosystem to deliver Outreach experiences that enlist and inspire the market, our customers, and the analyst community. We wake up each day inspired to do our best work and remain ever curious about how to improve, evolve, and grow. Above all, we have each other’s backs.

Visit https://www.outreach.io/company/working-at-outreach to learn more. 
#LI-Remote

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer a parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course.

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
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