Head of Global Customer Advocacy

Customer Primacy | Remote

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OUR VISION: THE WORLD. SUBSCRIBED.

Customers have changed. They’re looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence.  

In the old world (let’s call it the Product Economy) it was all about things. Acquiring new customers, shipping commodities, billing for one-time transactions. But in today’s new era, it’s all about relationships. More and more customers are becoming subscribers because subscription experiences built around services meet consumers’ needs better than the static offerings or a single product.

Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo and author of the best selling book Subscribed).

THE TEAM

The Customer Primacy team defines, drives, and coordinates our central strategy around customers – including the overall customer experience, integrated customer data, and measurable customer value. Customer Primacy consists of a small, full-stack team that works closely with all parts of the organization, from Marketing to Customer Success, to partner on initiatives and make Zuora a more customer-centric organization. Success is measured by helping the company increase NPS, decrease churn, and improve overall net retention. 

THE ROLE

The Head of Global Customer Advocacy will be pivotal in building a strategy for long-term customer success and retention. We are looking for a highly collaborative, hands-on Customer Advocacy leader that has ambitions to build out this new function at Zuora and own the global, customer advocacy strategy.

You will be part of our central Customer Primacy team. This is a highly cross-functional role in a small, high-impact group of the company. This is your chance to:

  • Drive strategy and build a new, global program from the ground up.
  • Connect with 1000+ leading subscription companies around the world that we are grateful to call Zuora customers.
  • Work alongside a world-class strategy team, including the Chief Customer Officer, Head of Customer Experience, Head of Customer Data, and Head of Subscription Strategy.
  • Collaborate closely with multiple teams across the company, including Marketing, Customer Success, Sales, the Subscribed Institute, and more.

We are looking for a leader to build a successful Customer Advocacy program where:

  • Zuora’s customers opt-in to participate in a valuable Advocacy program year after year.
  • Zuora has an ongoing pipeline of new Customer Advocates in each of our key verticals.
  • Our Customer Advocacy program is self-sustaining and scalable across a global team. 

WHAT YOU’LL ACHIEVE

  • Build the Customer Advocacy program, and define a system that can identify Advocates and create value for customers that participate.
  • Use customer data and partner with Customer Success to identify best-fit Advocates.
  • Oversee communications with all Advocates, and segment customer advocacy activity based on each customers’ participation preference. 
  • Spearhead the Customer Advocacy program amongst our customer base as well as with our Field teams, and create a system to build ongoing participation.
  • Partner with Marketing and Sales to ensure an ongoing pipeline of Advocates for sales reference calls and customer case studies.

WHAT YOU’LL NEED TO BE SUCCESSFUL

  • You have built a Customer Advocacy program in the past and have 5+ years experience in Marketing or Customer Success at a B2B software company.
  • You are proactive, and biased towards action. We’re a small team and building a lot from scratch. You’ll be asked to learn, be creative, and prioritize what makes the biggest impact.
  • You love to collaborate. You like to talk to customers, and you have the interpersonal skills to work with many cross-functional teams such as Sales, Marketing, and Customer Success.
  • You think of yourself as a strategic leader that can be an agent of change, find new solutions for problems, and champion for our customers.
  • You have a strong passion for serving and understanding customers. 
  • You are creative, and come up with strategic marketing campaigns to drive awareness and adoption for the Advocacy program.
  • You are analytical, and can use data to find best-fit advocates as well as determine marketing effectiveness and ROI of customer engagement efforts.
  • You have expert-level knowledge of B2B marketing, B2B SaaS sales cycles, and Customer Marketing best practices.
  • You are excited by the prospect of creating something new rather than continuing what has already been done before.

ABOUT ZUORA & OUR “ZEO” CULTURE

Zuora (NYSE: ZUO) Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-revenue process seamlessly across billing and revenue recognition. Zuora serves more than 1,000 companies around the world, including Box, Ford, Penske Media Corporation, Schneider Electric, Siemens, Xplornet, and Zoom.

At Zuora, we have one CEO but ​every employee is empowered and supported to be the ‘ZEO’ of their own career experience. By embedding inclusion and belonging into our processes, policies and culture, we are building a workplace where our 1,200+ ZEOs across North America, Europe, and APAC can bring all the elements of who they are into their work. In addition to an industry-leading six-month, 100% paid parental leave for all our ZEOs, we also offer programs to support your mental health and give back to our communities along with “career cash” and plenty of learning and development opportunities.

To learn more visit www.zuora.com

Zuora is proud to be an Equal Employment Opportunity employer.

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com. 

 

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