Customer Advocacy Program Operations & Technology Manager

Customer Advocacy Operations & Technology Manager

We are seeking a driven and tech‑savvy Customer Advocacy Operations & Technology Manager to scale our Customer Advocacy Program by leveraging automation and technology.

This role builds and manages the advocacy tech stack, implements automation for content creation, operationalizes internal sharing mechanisms, and develops robust reporting functionality to demonstrate the value of customer advocacy. You will partner closely with Product Marketing, Sales, and cross‑functional teams to accelerate the rollout of our reference database and content repository, reduce manual effort, and enable data‑driven decision‑making.

• Scale Customer Advocacy Functions:
  Design and implement automation solutions to streamline customer advocacy processes and increase program efficiency.
• Build & Manage Tech Stack:
  Own the end‑to‑end management of advocacy technology platforms, ensuring optimal performance and integration.
• Content Creation Automation:
  Implement automated workflows for content creation, curation, and distribution processes.
• Internal Sharing Mechanisms:
  Operationalize systems and processes for seamless internal content and reference sharing.
• Reference Database Rollout:
  Lead the accelerated deployment of our reference database, ensuring successful adoption across all relevant teams.
• Content Repository Management:
  Drive implementation and optimization of a centralized content repository.
• Reporting & Analytics:
  Build comprehensive reporting functionality to measure and demonstrate CAP ROI and program effectiveness.
• Process Optimization:
  Reduce time spent by Product Marketing Managers and sales teams searching for and managing reference assets.
• Technology Adoption:
  Drive organization‑wide adoption of customer advocacy tools and platforms.
• Performance Measurement:
  Enable robust measurement and reporting capabilities to track CAP ROI and program success metrics.

• 5+ years in operations, program management, or technology roles supporting marketing, customer advocacy, or sales enablement functions; experience in B2B SaaS or enterprise technology preferred.
• Proven experience identifying, launching, and optimizing technology to streamline operations, including experience leveraging AI to drive efficiency.
• Experience with CRM tools (e.g., Salesforce), marketing automation platforms (e.g., Marketo), and dedicated customer advocacy or reference management platforms (e.g., Reference Edge, User Evidence, Influitive). Preferred.
• Strong project management skills, with a track record of leading cross‑functional initiatives from concept to completion.
• Strong analytical skills with a track record of establishing reporting frameworks, building dashboards, and measuring program ROI. Experience with BI tools (e.g., Tableau, Power BI) is a plus.
• Exceptional communication, interpersonal, and stakeholder management skills, with the ability to influence cross‑functional teams.
• Self‑starter who thrives in fast‑paced environments and is passionate about leveraging technology to solve business challenges.
• Bachelor's degree in Marketing, Business Administration, Information Technology, or a related field.

• Experience in B2B technology or professional services industry.
• Background in customer marketing, advocacy, or reference programs.
• Technical skills in database management and integration platforms.
• Experience with content management systems and digital asset management.

• Hybrid Work Model: Flexible hybrid working environment (2‑3 days a week in the office depending on the role).
• Flexibility & Work‑Life Balance: Flex My Way policies support personal and professional responsibilities, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth: Continuous learning and skill development through Grow My Way programming and a skills‑first approach.
• Industry Competitive Benefits: Comprehensive benefit plans, flexible vacation, mental health days, Headspace app access, retirement savings, tuition reimbursement, and more.
• Culture: Inclusion, belonging, flexibility, work‑life balance, and strong core values.
• Social Impact: Two…