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Senior Manager, Client Advocacy - Remote - Hiring Immediately

AHEAD Remote
senior manager client advocacy advocacy remote advocacy senior client advocacy marketing client experience assets leadership platforms
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September 23, 2022
AHEAD
Chicago, IL
FULL_TIME, PART_TIME
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

AHEAD is committed to a community of diversity, equity, and inclusion. We encourage applications from women, underrepresented minorities, persons with disabilities, sexual minority groups, and all other candidates who will contribute to the diversification and enrichment of ideas and perspectives here at AHEAD.

We are on this journey to ensure that all AHEADians feel that they can authentically show up and belong at work.

AHEAD is seeking an experienced, creative, and execution-driven Senior Manager responsible for designing, implementing, and managing AHEAD's client advocacy program. In this highly visible role, the Senior Manager, Client Advocacy, works within Marketing, but collaborates closely with AHEAD Sales, Services, and Operations. As such, this individual is comfortable engaging multiple functions and levels of the organization.

This is an individual contributor role, overseeing the operationalization of one of AHEAD's strategic mandates aligned with client experience and client success. There are three focus areas for the role. While each focus area has interconnected parts, the ideal candidate has experience in planning and operating programs specific to each type:

* Building and maintaining a client advocacy program
* Creating and managing a closed loop client listening program
* Identifying client experience improvements

Responsibilities


Client Advocacy Marketing - In collaboration with the Portfolio Marketing team, develop, implement, and manage a robust client advocacy program, including:
  • Identifying and mapping AHEAD client advocates to develop a well-rounded and powerful ecosystem
  • Co-developing advocacy assets that include success stories, case studies, testimonial quotes, and video assets; including those that will be used in external campaigns
  • Developing a client reference program to include a database of participants, tool for requesting references and measurement capabilities to track activity and impact
  • Creating a speaker's bureau of client subject matter experts willing to participate in AHEAD events, thought leadership assets and PR/media opportunities

Closed Loop Client Listening Program
  • Project-level satisfaction measurement and reporting, working closely with AHEAD's project manage and service delivery teams to operationalize
  • Account-level satisfaction measurement, using the GetFeedback platform to gather and compile data, distributing and escalating account-specific issues to the appropriate teams to address, and providing senior leadership with ongoing insights into client satisfaction
  • Rotation of senior interviews between AHEAD and client executives, including synthesis and debriefs with senior leadership

Client Experience Improvement
  • Based on client feedback, identify opportunities for world-class client experiences aligned to AHEAD's account tier structure and advise senior leaders on steps to accomplish.
  • Work closely with AHEAD Services to reflect client feedback into the AHEAD engagement model.
  • Help the CMO and EVP of Customer Success build a culture of client obsession, through communications, town halls, internal reinforcements like shout outs, etc.

Ideal Candidate Characteristics

  • 7-10 years of experience in marketing, client services, and/or client advocacy roles
  • Background working in B2B marketplace at a company(ies) focused on the technology, software, IT consulting, cybersecurity and/or managed IT services sectors
  • Experience with voice of customer platforms and methods, including CSAT measures like Net Promoter
  • Located in Chicago, Atlanta, Nashville, or Scottsdale
Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

We understand that you have a life outside of work. That's why we offer flexible paid time off, paid company holidays, and the ability for you to manage your work schedule as needed.
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