Description
Job Summary:
The Customer Advocacy Program Manager manages operational activities supporting CEO customer meetings. This role is crucial in managing high-impact activities that support CEO interactions with our most valued customers. They will manage multiple stakeholders, including C-suite executives, to support successful delivery of high-impact, bespoke engagements.
Key Responsibilities:
Program Management: Develop and manage program work streams to facilitate CEO-level engagements with top customers.
Maintain a detailed calendar of CEO customer engagements, ensuring timely follow-up and tracking of outcomes.
Use Salesforce technology to effectively manage and track all program elements, including maintaining accurate customer information, and capturing meeting data, customer interactions, and follow-up tasks.
Ensure that all data related to CEO engagements is accurately recorded and maintained in Salesforce.
Stakeholder Coordination: Collaborate with Sales Executives, Account Teams, and Customer Success leaders, serving as a point of contact for internal teams to prepare for CEO customer meetings.
Meeting Preparation and Execution: Oversee the preparation of thorough and timely briefing documents for CEO customer meetings. Ensure that all pre-meeting activities are optimized for efficiency and impact.
Conduct thorough research on customer CEOs, including their backgrounds, interests, and recent business activities, to gather insights that can be leveraged in meetings.
Provide tailored briefing materials that enable meaningful engagements with customers.
Post-Meeting Follow-Up: Manage post-meeting follow up where information is available, including the tracking and assignment of action items, follow-up communications, and the escalation of key issues to senior leaders as needed.
Relationship Building: Build relationships and trust with Sales and Customer Success teams to stay on top of the latest customer updates that help identify and nurture top-to-top relationships that drive value for both Salesforce and its customers. Act as an ambassador for the CEO Office in all internal and customer facing interactions, ensuring a consistent and professional experience.
Reporting and Analytics: Work closely with the CEO Office data analyst resources to generate and analyze reports within Salesforce to provide insights on program effectiveness, customer engagement levels, and outcomes. Maintain accurate records of customer meetings, including meeting notes, action items, and relationship histories. Use these insights to continuously improve the program.
Special Projects: Support executive-level special projects that explore and implement business changes in collaboration with functional leaders.
Required Experience
5+ years of experience in program management, customer engagement, or a related role, preferably within the SaaS or technology sectors.
Experience in executive-level customer engagement or advocacy roles.
Preferred Experience
Strong project management skills with a proven ability to manage multiple stakeholders, including C-suite executives.
Strong interpersonal skills with the ability to influence and build relationships across all levels of the organization.
Proficiency in Salesforce, with experience managing and tracking program elements within the platform. Ability to generate reports and analyze data to drive program improvements.
Excellent communication skills, both written and verbal, with the ability to craft clear and concise briefing documents and follow-up communications.
Highly organized with an obsessive attention to detail and a proactive approach to problem-solving. Strategic thinker with a customer-first mindset.
Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.
For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
