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Senior Customer Advocacy Marketing Manager

Marketing | Austin, TX | Full Time

Job Description

About Taulia:

Taulia is a fintech provider of working capital management solutions headquartered in San Francisco, California. Taulia helps companies access value tied up in their payables, receivables and inventory. A network of more than 2 million businesses use Taulia’s platform to determine when they want to pay and be paid. Taulia processes more than $500 billion each year and is trusted by the world’s largest companies including Airbus, AstraZeneca, Nissan and Vodafone. For more information, please visit www.taulia.com.

About the role:

As the Senior Customer Advocacy Marketing Manager, you will build and drive a best-in-class customer advocacy program that cultivates lifetime heroes for our brand. You will be responsible for a set of programs to identify, engage, and amplify customer advocates in service to driving loyalty, retention, and influencing pipeline to support sales.  You will partner cross-functionally with the Sales, Customer Success, Marketing, and Product teams to build and enhance key customer relationships and evangelize the success of our customers through content, reviews, reference calls, referrals, and speaking opportunities. 

What you’ll be doing on the team:

  • Ensure we have the right programs in place to build lifetime heroes for our brand 

  • Measure and drive program effectiveness

  • Analyze and report on program performance

  • Demonstrate impact of advocacy and reference programs on loyalty, retention, and pipeline  

  • Implement strategies to optimize program growth, adoption, engagement, and satisfaction

  • Manage and expand our Customer Advisory Council and build associated programs from scratch

  • Work with Customer Success and Sales to develop authentic relationships with executive and C-level customers

  • Plan and execute other value-add meetings and events that foster a strategic community of advocates across the customer base 

  • Create a best-in-class experience for our customer advocates 

  • Develop unique, personalized, and creative ways to recruit, engage, and reward advocates at scale and build a strong customer network 

  • Work cross-functionally to cultivate opportunities to authentically develop and enhance relationships with key accounts

  • Launch and run customer advisory programs

  • Develop, manage, and expand customer reference program 

  • Scale the customer reference program through the use of data, automation, and improved workflows 

  • Build and optimize our customer advocate database, and build new programs and channels to better identify, recruit, track, and enable advocates 

  • Highlight the success of customers and amplify their stories through written case studies, videos, speaking opportunities, online reviews, reference calls, referrals, and other content 

  • Grow and maintain our customer story library

  • Identify and match customer stories with priority GTM initiatives such as press, events, and product launches

  • Drive reference program adoption and impact

Skills you will bring to the job:

  • 5+ years of experience in a customer advocacy, customer loyalty, or customer marketing role  

  • 7+ years of experience in a high-growth marketing organization

  • Experience developing and scaling new marketing & customer programs with clear data-driven results

  • Experience in a customer-facing role, with a passion for and understanding of the customer experience and developing customer relationships at scale

  • Experience running customer advisory boards, executive briefing centers, or customer meet-ups

  • Track record of results in fast-moving environments and a customer-first mindset

  • Proven ability to work cross-functionally including with sales, customer success, product, operations  

  • Strong interpersonal and relationship-building skills

  • Strong written and verbal communication skills

  • Strong organizational and project management skills 

  • Ability to prioritize, multitask and organize workload

  • Ability to work both individually and collaboratively within a team environment

Taulia is an Equal Opportunity Employer --Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age. 

If you don't think you meet all of the criteria above but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.