Key skills
Customer advocacy programPeer review platformsProject managementSalesforceAnalytical proficiencyIndustry knowledgecommunicationProblem solvingFast-paced environmentGoAISaaSCRMCommunicationDecision MakingProblem SolvingCustomer SuccessSales
About this role
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. The Customer Marketing Manager will engage with customers to capture success stories, collaborate on marketing materials, and manage customer reference programs to enhance customer advocacy and drive business growth.
Responsibilities:
- Engage with customers to capture stories that illustrate their success and the power of Talkdesk’s solutions - video testimonials, speaking opportunities, case studies, etc
- Collaborate with sales and marketing counterparts on impactful marketing materials that illustrate customer success to nurture confidence in prospects that progresses pipeline and wins more deals
- Align with the Customer Success organization on referenceability of customers
- Support annual customer awards program Talkdesk CX Innovators
- Own and manage the customer reference target list for North America in alignment with Talkdesk strategic priorities
- Lead review program for peer review sites G2, TrustRadius and drive campaigns that encourage customers to share their experiences
- Understand the Talkdesk offering, and customer base, in North America inside and out
- Understand the CCaaS landscape, most specifically our competitors
Requirements:
- 5+ years of customer advocacy program experience
- Experience creating and project managing customer content (case studies, customer slides, videos)
- Deep understanding of peer review platforms specifically G2, Gartner Peer Insights, and TrustRadius
- Familiar with Salesforce, Pendo, Sendoso, and customer advocacy software platforms (e.g ReferenceEdge, Crowdvocate, Upshot)
- Analytical and reporting proficiency using Excel/Google sheets to support data driven decision making
- Superior project timeline development and management skills
- Seasoned at managing multiple complex projects simultaneously
- Ability to work in a fast-paced environment
- Excellent problem solver
- Able to maintain excellent written and verbal communication with all parties
- High energy and go getter attitude; comfortable working with ambiguity; problem solving mindset
- Industry knowledge of contact centers, customer experience, CRM, and SaaS a plus
- College degree preferred