WHO WE ARE

Certinia delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company’s Professional Services Automation (PSA), Customer Success (CS), and Financial Management (FM) solutions—delivered on Salesforce’s leading cloud platform—provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in Austin, Texas with presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

THE ROLE

Certinia is looking for a Customer Advocacy Specialist who is passionate about sales success, customer success, and operational excellence. This role will be focused on assisting in developing customer advocates for both public and internal facing activities as well as managing the day to day sales and marketing customer advocacy requests. This position will be helping to drive revenue growth through the creation of compelling customer stories, references and evidence materials, build brand awareness, and deepen relationships with existing and prospective customers.

Responsible for assisting in the processes of developing, publishing, and promoting our customers' success stories, quotes, reviews, and online/in-person events.

WHAT YOU WILL DO IN THIS ROLE

• Assist in creating a scalable and repeatable process for identifying and nurturing customer advocate targets in alignment with go-to-market priorities
• Collaborate with key stakeholders to develop customer engagement and story development strategies
• Build strong relationships with customers and work with them to share their stories in mutually beneficial ways, using the following techniques; written stories, reviews, quotes, interviews, videos and keynote speaking engagements
• Assist in developing, implementing and executing a scalable program to capture customer feedback at various stages of lifecycle to support go to market initiatives
• Assist in developing and driving internal planning, communication and reporting process to ensure alignment with go-to-market and customer success priorities, providing transparency for all stakeholders
• Assist in delivering a robust reporting model to track progress and provide insight on how customer stories are being utilized and to validate business objectives are being achieved
• Assist in developing process for managing requests and assets in a transparent manner so that all stakeholders are informed regarding process, interaction and progress with customers
• Coordinate customer interviews to gain a deeper understanding of their Certinia use case
• Liaise with customers and customer success team, to develop engaging customer stories content
• Assist in driving and executing two to three customer feedback events a quarter to support the development of both references and stories
• Assist in leading customer review programs on but not limited to G2, Salesforce App Exchange, Gartner Peer Insights, and AWS Marketplace
• Track customer participation in global voice activities.
• Ensure customers’ MSA stipulations are honored throughout the process of creating their story and working with them as an advocate of our solutions.
• Update and raise internal awareness of customer voice deliverables in various applications like Optimizely, Salesforce, and Seismic.
• Support the customer references program by ensuring customer stories information and referencing is not conflicting and is complementary to one another

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE :

• Typically requires a minimum of 2-3 years of related experience with a Bachelor’s degree or equivalent experience
• Experience assisting in building and leading a customer voice and advocacy program
• Demonstrated project management skills with programs that require multiple deliverables with aggressive timelines
• Excellent communication and interpersonal skills
• Action-oriented and ability to work in fast paced environment
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.

WHAT ELSE WOULD BE GREAT

• Ability to influence others.
• A tenacious attitude for championing our customers by offering them opportunities to share their thought leadership in public-facing deliverables