Global Advocacy Program Coordinator

Durham, NC, USA
Posted on  

Job Description

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
ABOUT THE ROLE
We are looking for a talented marketing professional who is undeniably great at building an engaged customer community.

Ultimately, your purpose is this: You are the face of the Genesys Customer Advocacy Program, engaging with customers daily, ensuring a positive, valuable experience. You will focus on fostering relationships that drive value in their solution adoption through value-added content and programming.


You have a proven track record of charisma with customers and best-in-class customer advocacy programs. You have stellar interpersonal and communication skills and love creating spaces for customers to connect and learn – which in turn influences customer retention, solution adoption and value. You have a roll-up-your-sleeves attitude to serve and support your internal and external customers.

You will report to the Senior Vice President of Global Customer Advocacy.


OUR TEAM MISSION
Our mission is to convert our customers to advocates for life. We cultivate new advocates and amplify their stories for they are the heroes of our story - and our most powerful sales and marketing asset. We grow an active and enthusiastic community of advocates that fuel smart strategies, bold innovations and big results for us and each other by sharing ideas and lessons learned in customer and employee experience.
We measure our success in pipeline and booking influence, customer program engagement/feedback, advocacy community/reference participation, and customer lifetime value.
HOW WE WORK
Our marketing team is highly collaborative. We embrace change, work hard, trust each other, focus on progress over perfection, and prioritize what moves the needle.
To go big, we say no to the status quo and try new things constantly. We dare to fail, listen, learn, and grow as a team to continuously raise the bar.
We are a corporate family. We thrive on openness, authenticity, caring, and belonging.
RESPONSIBILITIES
  • Build and manage the customer community content calendar with heavy cross-functional collaboration and alignment with the needs of our customers and company strategy
  • Engage with customers in the Influitive platform through activities, events, content, private messages, and discussion boards
  • Create compelling, innovative, and rewarding community content to build relationships with our customers
  • Lead the strategy and execution of our peer review recruitment and management, evolving the maturity of the program
  • Monitor activity and provide detailed status to stakeholders demonstrating success
  • Coordinate a centralized process for invitations, follow-up communications, speakers, and agenda topics for select user groups and customer roundtables
  • Manage the centralized process and budget for customer go-live event celebrations.
  • Co-create and execute our ‘Top Advocate’ award program
  • Constantly evaluate success within the community platform and peer review sites, identifying new approaches to test and iterate accordingly

MINIMUM REQUIREMENTS
  • 3-5 years of relevant customer advocacy or community management expertise
  • Exceptional organizational skills with the ability to manage multiple projects simultaneously
  • A creative thinker with impressive copywriting skills
  • Strong ability to plan and coordinate people and operations across different departments
  • Data-driven with the knowledge to leverage analytics to inform decision-making
  • Proven track record for recruiting, motivating, and managing customer advocates
  • Comfortable engaging with decision-makers at any level of an organization
  • Experience delivering online customer events and forums
  • Bachelor’s degree in business, communications, marketing, regional studies or equivalent
  • Specific experience with Genesys or in Customer Marketing is preferred
  • Specific experience with Influitive, Salesforce and/or other Advocacy/CRM tools is preferred
#LI-CP1 #LI-Remote #LI-Hybrid #LI-Onsite
Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$65,350.00 - $128,150.00
Benefits:
  • Medical, Dental, and Vision Insurance.
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off in addition to 10 paid holidays
  • 401(k) matching program
  • Adoption Assistance
  • Fertility treatments
More details about our company benefits can be found at the following link:
https://mygenesysbenefits.com
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit
www.genesys.com
.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the
Reasonable Accommodations Form
for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.
This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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