Senior Manager, Customer Advocacy
1PasswordSalary not specified
Not SpecifiedCompensation
N/AExperience Level
N/AJob Type
Not SpecifiedVisa
N/AIndustries
Requirements
- Proven experience in customer marketing and community management
- Experience building and scaling customer advocacy programs
- Experience creating case studies, videos, webinars, and other content
- Experience managing customer references and proof infrastructure
- Experience with community platforms (Higher Logic/Vanilla and SlapFive)
- Strong understanding of GTM strategies and customer lifecycle
- Excellent communication, interpersonal, and presentation skills
- Ability to work cross-functionally with Product Marketing, Sales, and Customer Success
- Strategic thinker with a data-driven approach
- Experience with analytics and reporting
Responsibilities
- Build and manage the customer story pipeline
- Identify, recruit, and interview customers
- Ensure stories are aligned to strategic GTM priorities
- Manage approvals, legal compliance, and brand guidelines
- Own the end-to-end reference process
- Maintain an accurate customer proof library
- Track influence of references on pipeline, win rates, and revenue acceleration
- Define and own the community roadmap
- Establish the purpose, voice, and success metrics of the community
- Develop and enforce community moderation policies
- Present trends, member insights, and strategic recommendations to executive leadership
- Define and report KPIs across advocacy and community
- Forecast staffing, vendor support, and technology investments
- Own configuration of Higher Logic/Vanilla and SlapFive platforms
- Administer roles, onboarding flows, community taxonomy, and member journeys
- Liaise with platform vendors
Skills
Glia
Digital customer service solutions for banks
About Glia
Glia provides digital customer service solutions specifically designed for financial institutions like banks and credit unions. Their platform includes various tools such as messaging, video, voice, and CoBrowsing, which allows customer service agents to interact with a customer's web browser in real-time. This technology enables financial institutions to engage with customers across multiple digital channels, allowing seamless transitions between chat, video calls, and voice calls without losing context. Glia's goal is to enhance customer service efficiency and user experience, ultimately improving customer satisfaction and loyalty. Unlike competitors, Glia focuses on the financial services sector, offering a tailored service that helps institutions modernize their customer interactions and increase online loan applications. By providing these tools as a service, Glia aims to help financial institutions deliver personalized support and boost customer retention.
New York City, New YorkHeadquarters
2012Year Founded
$147.8MTotal Funding
SERIES_DCompany Stage
AI & Machine Learning, Financial ServicesIndustries
201-500Employees
Benefits
Stock Options
Professional Development Budget
Risks
Rapid AI adoption could lead to increased competition from new entrants.
Financial institutions may develop in-house digital customer service solutions.
Increasing regulatory scrutiny on AI and data privacy could raise compliance costs.
Differentiation
Glia's ChannelLess® architecture allows seamless transitions between communication channels.
Quality AnalystGPT provides real-time insights into customer needs and trends.
Glia's AI-driven solutions enhance customer experience and operational efficiency.
Upsides
Increased demand for AI-driven customer service in the financial sector.
Growing trend of integrating AI with customer service platforms.
Expansion of digital banking services boosts demand for Glia's solutions.
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