Director of Customer Advocacy, Snowflake

• 15+ years of relevant experience in customer advocacy, customer success, or related roles, with a track record of driving customer engagement and loyalty
• Strong understanding of customer experience best practices and customer relationship management (CRM) tools
• Strategic thinker with a passion for customer experience and a deep understanding of customer needs and motivations
• Excellent interpersonal and communication skills, with the ability to build relationships with customers and internal stakeholders
• Proven ability to lead cross-functional teams and manage multiple projects simultaneously
• Analytical mindset with experience in utilizing customer data to drive strategic decisions
• Passion for advocating for customers and a commitment to delivering exceptional customer experiences
• Comfortable managing in an ever-changing environment with competing priorities
• Strong leadership and team-building skills
• Must be legally authorized to work in the United States without restriction

Desirable

• Snowflake is looking for a Director of Customer Advocacy who shares our passion for ground-breaking technology and customer storytelling
• You will be responsible for developing and executing strategies that enhance the customer experience, build loyalty, and foster a vibrant community of advocates
• This role requires a strategic thinker with a deep understanding of customer needs, excellent communication skills, and a proven track record in customer relationship management
• You will be a passionate customer champion with a proven ability to build strong relationships, develop compelling narratives, and drive customer engagement
• You will have years of experience leading a team of customer marketers and a history of scaling programs with the growth of the business
• Develop and implement a comprehensive customer advocacy strategy that aligns with Snowflake's brand identity and business objectives
• Lead and develop a high-performing team of customer marketing professionals
• Identify, recruit, and nurture a diverse group of customer advocates from various industries and backgrounds
• Create and execute customer engagement programs that provide value, build loyalty, and encourage advocacy
• Gather and analyze customer feedback, conduct surveys, and utilize data analytics to understand customer needs and pain points, translating insights into actionable strategies
• Collaborate with cross-functional teams including marketing, sales, customer success, and product to amplify customer stories and integrate advocacy into overall marketing initiatives
• Develop and manage a content calendar for customer stories, testimonials, case studies, and other advocacy materials
• Oversee the creation and distribution of high-quality content that showcases customer success and highlights the value of Snowflake's technology
• Measure and track the effectiveness of customer advocacy programs and make data-driven decisions to optimize results
• Establish key performance indicators (KPIs) to measure the success of advocacy initiatives and identify areas for improvement
• Lead initiatives to train and empower employees on customer advocacy principles and the importance of customer-centric practices
• Serve as a customer advocate within the organization, presenting findings and recommendations to senior leadership and influencing decision-making processes