Customer Advocacy Specialist

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Elastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real-time and at scale. Thousands of organizations worldwide, including Barclays, Cisco, eBay, Fairfax, ING, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe. Learn more at elastic.co.

Elastic has an amazingly loyal customer base who loves us and we want their voice to be heard. We move at a fast pace and act with a sense of urgency to enable sellers to meet their numbers and prospects to consume genuine and relatable customer stories. Elastic is looking for a Customer Advocacy Leader who will support the global Customer Advocacy Team. This person will help to operationalize the tracking and management of customer activity, ensure the reference database is current and accelerate customer assets through development. By marrying timely and effective stakeholder communication with nimble response, you will help us tell compelling stories, fulfill reference requests and consistently recognize customer advocates.

Our Ideal Candidate

You are an operational thinker with a demonstrated record of accomplishment. You collaborate cross-functionally, know how to maintain and create momentum and deliver the most current and relevant information at a moment’s notice. You are passionate about customers and customer relationships and you enjoy enabling sales. You can hit the ground running to build relationships across the company, and have a gift for managing information so that it is readily consumable and always reliable. You foster a sense of excellence, are a trusted team member and top notch communicator who can build and maintain processes to support the success of the Customer Advocacy Team. You appreciate the importance of making sure sales has what they need… when they need it all while keeping the customer informed and thanked. 

Role and Responsibilities

Reporting to the Sr. Director of Customer and Experience Marketing, the Customer Advocacy Specialist will:

• Schedule and oversee all content and distribution; maintain monthly calendar of content and customer-related events
• Manage and execute the process of customer asset development including the process of posting customer assets to the corporate website and sales portal.
• Ensure corporate communications receives the most current customer testimonials to promote at events and internal all hands meetings.
• Provide latest customer marketing assets to sales and field marketing by way of their respective newsletters.
• Secure appropriate level customer speakers for regional and global events.
• Maintain and update customer attributes in the reference database, including tracking requests and reference usage.
• Create sales enablement content that teaches how to navigate, nominate and find references from within the reference tool. You are always championing the database and directing people to existing assets.
• Report on customer usage activity by contact and account on a monthly basis.
• Report on reference recruitment and fulfillment by product on a monthly basis.
• Implement a model for consistently recognizing customer activity, track activity and send recognition.
• Identify, document and develop operational processes to support the success of the program.

Your Background

• 3-5 years’ experience supporting customer reference programs or other cross-functional marketing teams requiring accurate data management and responsiveness.
• A sense of customer first and comfort communicating with internal customers.
• Clear and direct communicator.
• Strong project management skills and operational discipline.
• Experience bringing assets to completion reliably and repeatedly.
• Highly organized and efficient.
• Strong Google or MS Office and Salesforce.com skills.

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• Double your charitable giving - We match up to $1500 (or local currency equivalent)
• Up to 40 hours each year to use toward volunteer projects you love
• Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. If you require any reasonable accessibility support, please email candidate_accessibility@elastic.co.

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