Customer Advocacy Director, Equinix

• Bachelor's degree in marketing, business, or a related field
• 12+ years of proven experience in customer advocacy, customer reference, customer success or customer-facing marketing roles in a B2B company
• Proven track record of successfully leading and managing customer advocacy programs that yield measurable results
• Supportive leader, mentor and always puts ‘we before me’
• Customer-centric mindset with an intuitive ability to prioritize customer needs
• Excellent communication and relationship-building skills with C-level and beyond
• Strong project management abilities to execute advocacy campaigns effectively
• Ability to gather and analyze data to measure advocacy program impact
• Self-motivated with a passion for building and nurturing customer relationships
• Tech-savvy and quick learner (i.e. Microsoft Office, Smartsheets, Salesforce, CRM tools)
• Exceptional organizational skills and attention to detail

• Advocacy Program Development: Design and implement a comprehensive customer advocacy program which identifies, nurtures, and leverages customers as advocates and provides a feedback loop for the company
• Customer Advisory Board Program Development: Lead and drive Customer Advisory Boards (Regional & Local) to foster strong relationships and gather actionable insights from advocates
• People Leader: Manage the AMER & EMEA Customer Advocacy & CAB team and support their deliverables as well as your own. Align with APAC CAB team to ensure a seamless customer experience
• Customer Engagement: Build and maintain strong relationships with customers, understanding their needs and success stories
• Customer Reference Service: Manage a customer reference incentive program to deliver expertise in matching customer references with prospects
• Identify Advocates: Identify potential customer advocates within our client base and work collaboratively with the global sales team to engage and nurture them
• Advocacy Campaigns: Develop and execute advocacy campaigns, including case studies, testimonials/videos, and success stories, to showcase how our products and services have positively impacted our customers
• Advocate Community: Establish and manage a customer advocate community by leveraging the CAB members, fostering peer-to-peer interactions and knowledge sharing
• Feedback Collection: Bring feedback from CAB meetings to key stakeholders inside the company to impact roadmap, innovation and strategy. Provide a feedback loop, bring closure to any open items which impact the customer
• Reporting: Track and report on the impact of the customer advocacy program, including progress against the sales incentive program, ongoing support for earnings citations, customer references for PR, sellers & C-level opportunities
• Collaboration: Collaborate with cross-functional teams, including Product Solutions Marketing, Corporate Marketing, Investor Relations, PR, CRO, to align advocacy efforts with company goals
• Trusted Advisor: Serve as the internal ambassador for the program, facilitating ongoing communication and education regarding its objectives and benefits to both our customers and the organization

• Equinix employees receive excellent health care and counseling plans that vary by country to ensure the well-being of you and your family. We offer paid vacations and holidays and encourage community involvement year-round via volunteer opportunities
• Spending time with your loved ones and taking care of your family are important. Equinix provides a range of country-specific programs that ensure you have the resources needed to thrive and manage your family’s needs
• Equinix offers different programs to help you build your financial security, make charitable donations and seek additional education. In many countries we also offer a flexible employee stock purchase plan

Equinix is a veteran player in the digital infrastructure market, connecting industry-leading organizations in finance, manufacturing, retail, transportation, government, healthcare, and education.