Senior Customer Advocacy Manager

Axway; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Senior Customer Advocacy Manager to enhance customer relationships and drive advocacy programs. This role focuses on creating compelling customer success stories, managing reference requests, and leading peer review initiatives. The ideal candidate will have a strong background in customer marketing, exceptional communication skills, and a passion for building long-term customer relationships. Join a dynamic team dedicated to empowering customers through innovative solutions and collaborative efforts. If you thrive in a fast-paced environment and are eager to make a significant impact, this opportunity is for you.

Benefits

Remote work flexibility

Professional development opportunities

Collaborative team environment

Cultural diversity and inclusion programs

Qualifications

• 5+ years in customer marketing and advocacy programs.
• Experience with peer review sites like G2 and Gartner.
• Strong communication and storytelling skills.

Responsibilities

• Develop relationships with customers for advocacy.
• Manage customer reference requests and profiles.
• Lead peer review initiatives to enhance visibility.

Skills

Customer Marketing

Advocacy Programs

Communication Skills

Problem Solving

Relationship Building

Education

Bachelor's Degree

Tools

CRM Platforms (Marketo)

ABM Platforms (Demandbase)

Job description

Overview

We are seeking our new North America Senior Customer Advocacy Manager to join the Axway team!

Do you love working with customers and finding creative ways to showcase their successes and share their stories? Axway is looking for a North America Customer Advocacy Manager to join our team!

As the Senior Customer Advocacy Manager, your primary responsibility will be to work directly with our key customers to create compelling assets that highlight the voice of the customer. Your focus will be on crafting exceptional customer experiences from onboarding to creating a loyal customer base and building long-term advocates for Axway.

Reporting to the Senior Director, Field Marketing, this highly visible, cross-functional role will require regular communication with external customers, sales and service teams, and product marketing teams to ensure alignment. The role will be responsible for owning a best-in-class customer advocacy program and proactively recruiting customers to become active program participants supporting a wide range of public and private activities that include reference calls, testimonials, case studies, videos, event speakers, onboarding, awards program, peer reviews, PR, and analyst needs.

Responsibilities

Responsibilities:

Relationship Building: Develop and nurture relationships within Axway and with our customer base to establish an active pool of referenceable customers who will help generate demand and contribute to revenue growth.

• Manage reference requests from sales to facilitate ongoing business, including supporting RFPs and reference calls.
• Recruit and maintain relationships with customer references.
• Create and update customer profiles and contacts in the database and on Axway.com.
• Develop customer success assets, such as case studies, blogs, and videos.
• Increase awareness and adoption of the customer reference program by clearly communicating its value to both internal and external stakeholders.

Peer Review Management: Lead peer review initiatives, such as G2 and Gartner Peer Insights, to enhance Axway’s visibility and reputation.

Excellence Awards Program: Oversee the North America Excellence Awards Program, ensuring it's managed effectively and continuously improving.

Customer Advocacy Engagement:

• Recruit and manage customer speakers for webinars, events, and analyst presentations.
• Share new customer success stories with the communications team for blogs and social posts.
• Implement "surprise and delight" initiatives to maintain strong relationships with customers.
• Update tracking spreadsheets with advocacy activities and customer contacts.

Collaboration with Marketing Teams: Support field marketing campaigns by contributing compelling customer stories.

Customer Onboarding Program:

• Send onboarding and welcome packages to new customers.
• Work to increase customer engagement with key accounts.

Account Based Marketing

• Speer head Account Based Marketing (ABM) program at Axway.
• Create, execute, and optimize Account-Based Marketing strategies that align with sales goals and target high-value accounts to drive pipeline growth and retention.
• Work with sales and customer data teams to define key target accounts based on value, potential, and fit. Segment accounts for tailored marketing strategies.
• Work with content creators to develop account-specific messaging, collateral, case studies, and other assets that resonate with the pain points and needs of key accounts.
• Partner closely with sales and customer success teams to ensure alignment on target accounts, messaging, and campaign goals. Foster strong collaboration to execute seamless ABM programs that convert leads into long-term customers.
• Define key performance indicators (KPIs) and track the success of ABM campaigns using analytics tools. Report on the performance of targeted accounts, and provide insights and recommendations for optimization.

Qualifications

Qualifications:

• 5+ years of experience developing and driving customer marketing and advocacy programs.
• Experience implementing and managing a formal reference program.
• Experience driving customer engagement with major peer review sites like G2 and/or Gartner Peer Insights.
• Experience overseeing customer-facing communication programs and storytelling.
• Ability to work independently, take initiative, and solve problems creatively.
• Experience in the software industry or with SaaS industry with a deep understanding of customer-led programs.
• Willingness to travel for customer events.
• Outstanding communication and presentation skills, verbal and written.

Preferred Skills

• Familiarity with CRM platforms (Marketo).
• Experience working with ABM Platforms (Demandbase).

Company Overview:

At Axway, we’re more than a company—we’re a pioneer. For 25 years, we’ve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries, 11,000+ customers, and a global team of over 1,400+ passionate professionals, Axway is driving the future of enterprise integration. We’re on a mission to be the leader in our space, empowering our customers with secure, mission-critical software to manage and deliver impactful business outcomes from all their digital business interactions.

Why Axway? We believe in the power of togetherness. When you’re part of Axway, you’re part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head-on. Whether working remotely or onsite, you’ll find camaraderie, collaboration, and the support of leadership to inspire you daily. Here, you’ll grow, innovate, and succeed because we’re better together. Each step forward in your personal journey is one we take as a team. Join us, and let’s accomplish extraordinary things together. Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: https://www.axway.com/en. Ready to shape the future? Let’s get started—because at Axway, together, we can. Together, we will.