Customer Advocacy Lead

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, SaaSIndustries

Requirements

Candidates must have over 12 years of experience in customer marketing, customer advocacy, or a related field. Proven success in designing and managing executive-level Customer Advisory Boards, councils, or advisory programs that foster engagement, retention, and advocacy is essential. Strong executive presence and confidence in direct engagement with C-level leaders, both internally and externally, are required. A deep understanding of customer needs and market dynamics, coupled with the ability to translate insights into business impact, is necessary. Excellent written and verbal communication skills, outstanding program and project management capabilities, a highly collaborative nature, and impeccable attention to detail are also crucial.

Responsibilities

The Customer Advocacy Lead will design and implement customer advocacy strategies aligned with business goals to cultivate a community of loyal customers. This role involves owning narrative development, agenda setting, and executive preparation for Customer Advisory Board meetings. Responsibilities include capturing and synthesizing feedback from the CAB into actionable insights and ensuring follow-through with cross-functional partners. The lead will identify and engage customers for various advocacy initiatives, such as testimonials, reviews, referrals, speaking engagements, and customer stories. Additionally, they will brief executives for customer-facing sessions, facilitate high-stakes conversations with C-level decision makers, and analyze program performance and customer feedback to drive continuous improvement and demonstrate business impact.

Skills

Customer Advocacy

Customer Marketing

Customer Advisory Board (CAB) Program Management

Narrative Development

Executive Briefing

Customer Feedback Synthesis

Testimonials

Customer Reviews

Referral Programs

Customer Storytelling

Relationship Building

Community Building

Program Performance Analysis

Cross-functional Collaboration

C-level Engagement

Zoom

Video conferencing and online meeting solutions

About Zoom

Zoom provides video conferencing and online meeting solutions that allow users to conduct virtual meetings, webinars, and collaborative sessions. Its main product is video conferencing software, which enables high-quality video and audio communication, along with features like screen sharing, group messaging, and virtual backgrounds. Zoom also offers specialized products for larger events, such as Zoom Webinars and Zoom Events. The company operates on a freemium model, providing basic services for free while charging for advanced features through subscription plans tailored for various users, including businesses, educational institutions, and healthcare providers. Zoom stands out from competitors due to its user-friendly interface, reliable performance, and scalability for different needs, making it a vital tool for remote work, online education, telehealth, and social interactions.

San Jose, CaliforniaHeadquarters

2013Year Founded

$144.5MTotal Funding

IPOCompany Stage

Enterprise Software, Education, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Hybrid Work Options

Flexible Work Hours

Stock Options

Company Equity

Paid Vacation

Paid Sick Leave

Risks

Increased competition from Microsoft Teams and Google Meet threatens Zoom's market share.

Privacy concerns and regulatory scrutiny could impact Zoom's operations and reputation.

Hybrid work models may reduce demand for virtual meetings, affecting Zoom's growth.

Differentiation

Zoom offers a user-friendly interface with reliable performance for virtual meetings.

The platform supports diverse needs, including remote work, education, and telehealth.

Zoom's freemium model attracts a wide range of users with scalable subscription options.

Upsides

Zoom integrates AI tools to enhance virtual meeting effectiveness and productivity.

The expansion of 5G networks improves Zoom's video conferencing quality and accessibility.

Zoom's secure, HIPAA-compliant solutions drive demand in the telehealth sector.

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