Customer Advocacy Manager - Zebra Technologies : Job Details

Remote Work: Hybrid

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.

Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.

You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about - locally and globally. We've only begun reimaging the future - for our people, our customers, and the world.

Let's create tomorrow together.

The Customer Advocacy Manager is responsible for leading and enhancing the effectiveness and maturity of the company's global customer advocacy program. This role involves promoting the program, recruiting new advocates, and optimizing the nomination-to-activation workflow. The manager will collaborate with stakeholders across the organization globally to identify, develop, and publish customer success stories that drive business growth. The manager will work with internal and external content developers, and marketing teams to publish and drive engagement with these stories.

Responsibilities:

* Designs and implements a comprehensive customer advocacy program that leverages the current customer reference program and aligns with company goals

* Develops and monitors metrics and KPIs to assess the effectiveness and impact of advocacy initiatives. Provides insights and recommendations for continuous improvement

* Researches and leverages industry best practices as appropriate to scale and advance the maturity of the program

* Owns the workflows for nominating customers, onboarding them into the program, and activating those customers to publish approved assets

* Partners with Sales, Customer Success, Marketing, Product teams and leverage system data to identify high-value advocacy opportunities for recruitment

* Collaborates with Sales, Marketing, Product, and Corporate Development teams to create compelling case studies, testimonials, and other advocacy content

* Facilitates internal education on the value and application of customer advocacy across the organization

* Manages and nurtures relationships with strategic customer contacts to deliver mutually beneficial advocacy plans, including storytelling, media pitches, and events

* Oversees the program's budget, ensuring efficient resource allocation and adherence to financial targets

* Fosters and maintains strong relationships with third-party content developers to produce high quality customer success stories and advocacy materials

Prefer candidates to work hybrid from Lincolnshire, IL or Holtsville, NY

Qualifications:

Minimum Qualifications:

* Bachelor's degree in Communications, Public Relations, Marketing, or related field desired. Equivalent work experience will be considered in lieu of a degree

* 8+ years of experience in customer marketing, customer advocacy or related marketing experience required

* Able to travel 15-20%

Preferred Skills and Competencies:

* Strong written and verbal communication skills

* Excellent storytelling abilities with the capacity to translate technical information into engaging narratives

* Familiarity with customer relationship management (CRM) systems and marketing automation tools

* Data-driven mindset with the ability to analyze and interpret marketing metrics

Exceptional project management and organizational skills

* Strong interpersonal skills for building and maintaining relationships with customers and cross-functional teams

* Creative thinking and problem-solving abilities

* Ability to define, manage, and maintain repeatable processes, complex schedules, and unexpected variables, with clear communication with stakeholders throughout the execution process

* Experience in creating reports with clear insights and actions, aimed at audiences ranging from salespeople to senior executives

* An outcome-focused approach to content creation

* Ability to align stakeholder insights and requirements with buyer's journey realities to produce usable, relevant assets

* Capacity to thrive in a cross-functional and matrix reporting environment.

* Proven ability to manage multiple tasks effectively

Come Join the Herd!

Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability and protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at [email protected]. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Know Your Rights:

Conozca sus Derechos:

Zebra is a federal contractor and is committed to an alcohol and drug free workplace. As a result, all U.S. based employees are subject to the Drug and Alcohol-Free Workplace Policy and Procedure.

Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive - including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.

Salary: USD 92700.00 - USD 139100.00 Yearly

Salary offered will vary depending on your location, job-related skills, knowledge, and experience.

Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards.

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.