Customer Advocacy Marketing Manager

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business' eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations. Visit reputation.com to learn more.

Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified as a Great Place to Work, reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.

Why work at Reputation?

• Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.

• We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022.

• Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata.

• The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations.

• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

• Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

• Our Mission: Help businesses always know what their customers are saying about them and always act on that feedback

Reputation is looking for an experienced Customer Advocacy Marketing Manager to join our corporate marketing team by developing and nurturing customer advocates, case studies and other critical touch-points. Reporting to the Director of Corporate Marketing, you are passionate about building relationships with customers, working with them to bring their inspirational stories to market, and engaging them in programs that create mutual success. This highly visible and impactful role requires a strategic thinker with a passion for customer engagement and storytelling.

Key Responsibilities

• This role is pivotal in amplifying the voice of our customers, driving brand loyalty, and fueling business growth

• You will be responsible for executing a comprehensive strategy encompassing customer references, case studies, content creation, speaking opportunities, awards programs, and user community engagement.

• Oversee the customer reference program, identifying, recruiting, and nurturing customer advocates

• Create compelling customer success stories, case studies, testimonials, and other advocacy content across various formats (written, video, etc.)

• Identify and secure customer speakers for webinars, conferences, and other events, providing them with the necessary support and resources

• Design and execute a customer awards and recognition program to celebrate customer achievements and foster a sense of community

• Partner with the customer education team to develop and manage a thriving online user community, facilitating peer-to-peer interaction and knowledge sharing, including review solicitation and responding on sites like G2.

• Collaborate with sales, marketing, product, and customer success teams to align on advocacy initiatives and maximize program impact

• Track and report on program performance, demonstrating the value of customer advocacy to the organization

• Stay up-to-date on industry best practices and emerging trends in customer advocacy marketing

What You'll Bring

• 5+ years of experience in B2B marketing or customer success, with a focus on customer advocacy, customer marketing, or related areas.

• Proven ability to build and manage successful customer advocacy programs from scratch.

• Experience in developing and executing customer-focused content such as case studies, testimonials, and videos.

• Strong understanding of customer engagement strategies and best practices.

• Excellent communication, interpersonal, and presentation skills.

• Ability to work independently and collaboratively, with strong project management and organizational skills.

• Data-driven mindset with experience in tracking and reporting on program performance.

When you join Reputation, you can expect:

• Flexible working arrangements.

• Career growth with paid training tuition opportunities.

• Active Employee Resource Groups (ERGs) to engage with.

• An equitable work environment.

• We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

• At Reputation, we're committed to building a workforce that reflects a broad range of backgrounds, experiences, and perspectives. We believe that diversity strengthens our team, drives innovation, and helps us better serve our customers and communities. Through inclusive hiring practices and ongoing initiatives, we strive to create a workplace where everyone feels valued and empowered to contribute.

Additionally, we offer a variety of benefits and perks, such as:

• Flexible PTO for salary paid employees

• Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1

• 10 paid company holidays

• 4 company paid , "Recharge Days," which are wellness days off for the entire company

• Health, dental and vision insurance

• 401k

• Paid Parental Leave for all eligible employees as of day 1 of employment

• Employer paid short and long term disability and life insurance

• Employee Assistance Program (EAP)

• Access to a wide variety of unique perks and apps:

  • PerkSpot - Employee Discount Program

  • Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options

  • Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support

  • Omada - Virtual prevention and physical therapy program

  • Ladder -Life insurance to supplement outside of employer offering

  • SoFi - Financial wellbeing platform and 1:1 advice

  • Fetch - Pet insurance discount program

  • Spring Health for Guardian - Virtual mental health support

  • XP Health for Guardian (virtual eye-wear platform)

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit ourCandidate Privacy Notice.

Applicants only - No 3rd party agency candidates.