Customer Advocacy Manager

Thales is a leader in digital security solutions, and they are seeking a Customer Advocacy Manager to oversee a global advocacy program within the cybersecurity sector. This role focuses on managing customer success narratives, collaborating with multiple teams, and enhancing customer engagement through storytelling.

Responsibilities:

• Manage day-to-day operations of the global customer advocacy program, including strategy, coordination and execution
• Align with product business line leaders on overall customer story themes and focus areas
• Partner with sales, customer success managers, and regional marketing to identify strong candidates for advocacy initiatives
• Conduct customer interviews and collaborate with product marketing on translating customer stories into case studies, video, web, and social media assets
• Ensure customer stories align with key messaging, cybersecurity solutions, and priority industry use cases
• Secure customer participation in key Thales initiatives including analyst reports, product audit interviews, SKO customer panels
• Establish processes to track advocacy activity, measure impact, and grow participation (i.,e. reference database, SFDC tool etc.)
• Create quarterly advocacy reports; share with sales, marketing, regional marketing, product marketing, and customer success leadership
• Produce other customer-facing content: Nurture stream, ROI / business-impact reports and benchmarks

Requirements:

• Bachelor's degree in Business or Marketing or another related field of study or equivalent work experience
• 5-8 years' experience in customer marketing, advocacy, or reference programs
• Strong written and verbal communication to effectively translate customer stories into high-impact marketing assets
• Proven ability to build strong rapport and cross collaboration with internal stakeholders (product marketing, sales, customer success, regional marketing) and customers
• Highly motivated and able to multitask; work with a sense of urgency
• Highly detail oriented, organized, and able to prioritize assigned tasks
• Experience using Salesforce, Allego, reference tracking tool
• Applicants must be legally authorized to work in the United States for any employer at the time of hire
• Cybersecurity experience preferred