Customer Advocacy Specialist

Zoho Corporation


Date: Nov 25, 2022
City: New Braunfels, TX
Contract type: Full time
Zoho Corporation

Job Information




    Industry



    Technology



    Salary



    n/a



    State/Province



    Texas



    City



    New Braunfels



    Zip/Postal Code



    78130



    Country



    United States







About us










Software is our craft and our passion. At Zoho, we create beautiful software to solve business problems. We believe that software is the ultimate product of the mind and the hands









But as much as we love building beautiful software, we think our people and company culture are our most important assets. Our engineers spend years mastering their craft , bringing together decades of engineering expertise to produce a real work of art. When you choose Zoho, you get more than just a single product or a tightly integrated suite. You get our commitment to continuous refinement and to improving your experience. And you get our relentless devotion to your satisfaction










Job Description



Zoho's customers range in size, industry, and usage, and the Customer Advocacy team works to maintain relationships with some of these customers and turn their stories into assets that can be used across Zoho's PR, AR, and marketing efforts.



A successful Customer Advocacy Specialist will work closely with targeted Zoho customers to develop them as long-term advocates. This includes working with the customer advocacy manager on current testimonials and case studies that are in progress, as well eventually growing to take on their own customer relationships and coordinating testimonials and case studies with advocacy and product teams.



They will also assist with larger scale customer advocacy initiatives, including but not limited to maintenance and deployment of the software we use to track advocates, templates, and processes across product and sales teams, identifying and managing customer speakers for internal and external events, and assisting with global coordination of advocacy across teams and regions. This will require close attention to detail and proactive communication internally and externally, as well as very transparent collaboration with disparate product teams.



Ideally this role will have some experience working with larger enterprises and is interested in further developing those skills. This position is part of the corporate communications team and comes with the potential to grow into an account management or content-focused role, or a hybrid of both depending on skills and experience.




To apply, please submit a resume, cover letter, and
two writing samples: One should demonstrate your strong storytelling ability while another should cover more formal, technical writing.



Responsibilities




  • Build and maintain on-going relationships with customers to use as PR/AR references, customer advisory board referrals, and event guest speakers. Ensure customers are effectively supported, monitor satisfaction, help build ideal scenarios for cross and up-selling. This entails finding and interviewing customers about purchasing decisions, product usage, and successes/failures.



  • Build product knowledge to be able to ask relevant follow-up questions during calls and interviews for developing in-depth content. This will entail joining training as well as undergoing independent learning to develop technical skills and expertise.



  • Collaborate with customers and team to create and help edit and refine all forms of content to align with current messaging priorities. This can range from customer story initiatives, including testimonials and case studies (video and written) and customer thought leadership content to white papers, customer-lead technical guides, and beyond.



  • According to team priorities, maintain relationships with product teams to further company-wide customer advocacy initiatives and enable successful storytelling across teams.





Required qualifications




  • Strong writing and editing skills (1+ years experience highly preferred)



  • 1+ years experience in marketing preferred



  • Comfort with learning new technology, especially CRM software



  • Able to manage multiple ongoing projects at once



  • Drive to learn more about our products, customers, and market



  • Creative problem solving skills



  • Strong, creative storytelling ability



  • Respect for diverse cultures



  • Comfort with public speaking



  • Proficient with cloud software, such as Google Drive, etc., especially in the collaboration and productivity space






Preferred qualifications




  • 1+ years experience in writing and/or editing



  • Some experience working in or with business software



  • 1+ years digital marketing experience



  • 1+ years experience working in or with large enterprises



  • Experience with customer marketing



  • Familiar with project management tools




To apply, please submit a resume, cover letter, and two writing samples: One should demonstrate your strong storytelling ability while another should cover more formal, technical writing.





Zoho Corp. is an equal opportunity employer and is committed to providing a work environment free of discrimination on the basis of sex, race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age, sexual orientation, military status, veteran status, or any other basis protected by federal, state or local law




Successful applicants undergo a standard background check and demonstrate eligibility to work in the United States




This is an in-office position with the possibility of some remote work



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