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Senior Manager Customer Advocacy Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Customer Advocacy management professional offering 10+ year building a world-class customer story machines, developing a process around public customer story usage, and being the source of customer- referenceability knowledge within robust ecosystmes. Direct teams that works cross-functionally with Marketing, Sales, and Customer Success to identify the stories that need to be told and the customers that exemplify those stories. Work with internal and external resources to author written case studies. Systematize identification of customers for case studies, speaking opportunities, and other marketing efforts through reporting and robust cross-departmental feedback loops. Full projects list upon request.

Skills
  • Key accounts and territory management
  • Systems and automation applications
  • Brand management
  • Contract development and management
  • Capital improvement planning
  • Lead generation
  • Relationship building
  • Organizational skills
  • Training & Development
  • Coordination
  • Project planning
  • Proficient in Influitive, ReferenceView and Salesforce
Education and Training
Expected in
Bachelor of Arts: InCommunication & Information Sciences
University of Alabama - ,
GPA:

Major: Public Relations

Double Minor: Communication Studies, Creative Writing

Previous Employment

Public Relations Specialist, VMware AirWatch | July 2013 - May 2014

Assistant Account Executive, Cookerly Public Relations | July 2012 - July 2013

Experience
04/2021 to Current
Senior Manager Customer Advocacy Akamai Technologies Inc Chicago, IL,
  • Partner with LOB, PMMs and sales teams to identify customer story priorities for plays and foundational content.
  • Source customers and manage development, publication and promotion of customer stories (case studies, videos, blogs, sales slides, logos, webinars and events) end to end.
  • Identify 3 Global DocuSign Agreement Cloud Stories to showcase in a DocuSign Video.
  • Liaise with Marketing, Sales and Success to find targets. Get approval from SK.
  • Develop storyline, partner with creative and Jonas on film and production.
  • Supports demand teams with customers for demand programs and events.
  • Serve as global POC for customer websites, ensuring content is up to date and tagged appropriately. Tracks and reports out performance metrics quarterly.
  • Global advocacy lead responsible for driving alignment across advocacy. Provides support and best practices for global counterparts as needed.
  • Manage advocacy communications including newsletters, chatter, executive updates, pr and social strategy.
  • Establishing a cadence of meetings, international support and alignment, monthly advocacy communications to sales/marketing/executives.
12/2020 to 04/2021
Senior Manager, Customer Loyalty VMware City, STATE,
  • Led Customer Loyalty program research, development and rollout.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Oversaw VMware's online advocacy community supporting 2,500+ customers globally including management of content, engagement & reporting.
2017 to 2020
Senior Manager, Customer References & Advocacy VMware City, STATE,
  • Oversaw two direct reports.
  • Developed and implemented processes for managing large volumes of customer reference requests and nominations.
  • Managed reference recruitment programs: attained record signups through internal and external campaigns.
  • Charter included cross-functional teaming with other VMware customer programs such as User Groups and Customer Advisory Council.
  • Extensive experience in asset development, including videos, case studies, podcasts.
  • Developed & launched VMware’s online advocacy program supporting 2,500+ customers globally
  • Oversaw strategy, content, engagement and reporting for online advocacy program
  • Recognized as "Up-and-Comer" and presented global advocacy program to VMware's CMO & direct reports
  • Achieved "Best Use of Advocacy for Events" Award by Influitive
  • Recognized as finalist for "Best Program ROI" by Influitive
  • Secured executive-level speakers for VMworld from the Forbes Global 2,000 list with customers including CapitalOne, Delta Air Lines, Medtronic, Sysco and more
  • Managed recruitment of customers from Forbes Global2,000 list to support customer story development and amplification
2015 to 2017
Manager, Customer References VMware City, STATE,
  • Built and managed VMware's End User Computing Customer Reference Program to support 200+ annualcustomer requests
  • Work closely with internal stakeholders to identify potential customer advocates in order to optimize the lead-to-customer advocacy conversion rate.
  • Secure customer advocates and develop plans for engaging customers based on their ability to validate VMware business value, articulate a vision for cloud computing, establish confidence in VMware and act as thought leaders. Marketing activities include speaking engagements, case studies and videos to name a few.
  • Create and manage a plan of record with specified targets.
  • Identify opportunities to acknowledge and reward customer advocates by providing them with speaking opportunities, executive meetings, and thought leadership platforms in a programmatic fashion.
  • Recognized for delivering on one of five VMware End UserComputing key business objectives by securing 25 ForbesGlobal 2,000 customer references in 2015 & 2016
  • Oversaw the development of customer case studies, videosand blog posts
  • Secured customer executive and mid-level speakers forindustry events, press release quotes, sales calls and more
2014 to 2015
Vertical Media Relations Manager VMware AirWatch City, STATE,
  • Managed media relations globally across 11 key verticals
  • Established media relations program, including thedevelopment of program goals & objectives, executivereports and media training
  • Secured an average of 10 unique earned print and digitalmedia articles per month
  • Wrote and edited press releases, blog posts, bylines andcase studies to announce new products and position ourexecutives as thought leaders
  • Secured and moderated executive interviews for more than20 industry events
  • Developed and maintained companies' corporate image and identity, including logos and signage.
  • Identified target audience and developed optimized communication plans to engage and interest individuals.
  • Wrote crisp and fresh press releases and prepared media kits.
  • Built and maintained corporate image, brand and identity.

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Resume Overview

School Attended
  • University of Alabama
Job Titles Held:
  • Senior Manager Customer Advocacy
  • Senior Manager, Customer Loyalty
  • Senior Manager, Customer References & Advocacy
  • Manager, Customer References
  • Vertical Media Relations Manager
Degrees
  • Bachelor of Arts

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