Senior Consultant, Customer Engagement

Role Overview

As a Senior Consultant, Customer Engagement at Spotlight, you build and run the customer advocacy, reference, and customer evidence programs that turn our clients' best customers into their most powerful voice in market. You'll work closely with Spotlight's AR-focused Client Teams and our Research & Intelligence (R&I) division to make sure advocacy isn't a silo - it's a strategic asset that draws on, and feeds, analyst relations and market insight.

• Program Build: Design and run Advocacy, Reference, and Customer Evidence programs for Spotlight clients, driving measurable impact across the customer lifecycle.

• Diagnostic Research
  :
  Build research plans and data collection approaches (qualitative and quantitative) to understand client challenges and shape recommendations.

• Client Guidance: Provide day-to-day counsel to client contacts, keeping programs on track and adapting as goals shift.

• Client Team Integration: Partner with Spotlight's Client Teams (AR focus) to spot overlap where advocacy can strengthen Analyst Relations work (e.g., sourcing references for MQ/Wave evaluations).

• R&I
  
  Collaboration:
  
  Work with Research & Intelligence to bring market data into advocacy programs, and surface customer evidence that validates R&I findings.

• External
  
  Education:
  
  Help design and facilitate market-facing workshops on Customer Engagement as part of Spotlight's Influence Orchestration category-building.

• Stakeholder Support: Serve as a day-to-day point of contact for client stakeholders, keeping their goals aligned with Spotlight's delivery teams.

• Workshop Facilitation: Co-facilitate workshops and focus groups that bridge a client's Marketing, Product, and Sales functions.

• Engagement Management: Track project schedules, milestones, and resource needs to keep delivery on quality and on time.

• Opportunity Spotting: Flag opportunities for add-on services or scope expansion to your clients

• Proposal Support: Contribute client insight and research to proposals and SOWs led by Spotlight leadership.

• Experience: 3-5 years in customer advocacy, customer marketing, or customer reference programs, ideally in B2B tech/SaaS.

• Collaborative Mindset: Comfortable working across disciplines (AR, Research) to build a cohesive client experience.

• Facilitation
  
  Skills:
  
  Strong presentation skills; comfortable running workshops and reading the room with client stakeholders.

• Analytical Rigor: Ability to turn data into clear, useful client narratives.

• Ownership & Adaptability: Comfortable taking full ownership of your work streams in a fast-moving, small-team environment.

You could come from customer marketing, customer success or CS-ops (with reference-program exposure), marketing generalist roles with case-study/testimonial ownership, PR/comms roles that ran customer story programs, or AR/research roles looking to specialize in advocacy.

• Tech Ecosystem: Familiarity with Hub Spot, Salesforce, and advocacy platforms (e.g., User Evidence, Slap Five, RO Innovation).

• AR Awareness: General understanding of the Analyst Relations landscape and how customer evidence impacts analyst evaluations (MQ, Wave, etc.).

• AI Awareness: Interest in AI's evolution, AEO use cases, and its role in B2B buying decisions.

• Design & Tools: Proficiency in Google Workspace and Canva.