Customer Advocacy & Communications Manager

📋 Description

• • Illumio, a leader in ransomware and breach containment, is seeking a dynamic Customer Advocacy & Communications Manager to significantly amplify the voice of our customers and deepen engagement throughout their journey. This pivotal role is designed for a strategic storyteller who excels at cultivating strong customer relationships and translating customer success into tangible market impact. You will be instrumental in scaling our customer advocacy program while also taking ownership of strategic customer communications that inform, engage, and inspire our valued customer base.
• • In this capacity, you will collaborate closely with Sales, Customer Success, Product Marketing, and Corporate Marketing teams. Your primary objective will be to elevate compelling customer stories, drive crucial third-party validation, and deliver clear, impactful communications that consistently reinforce the value Illumio provides and foster unwavering customer loyalty.
• • A core responsibility will be to build and nurture a robust pipeline of customer advocates. This will be achieved through close partnership with Sales and Customer Success teams, identifying satisfied customers who are willing to share their positive experiences and champion Illumio's solutions.
• • You will be tasked with developing a variety of high-impact content, including compelling case studies that detail successful implementations, powerful testimonials that highlight customer satisfaction, and engaging success stories that showcase the transformative results achieved with Illumio.
• • The role involves managing and scaling our customer reference program, ensuring that potential clients can connect with existing satisfied customers. Additionally, you will manage and expand our customer speaker program, facilitating opportunities for customers to share their expertise and experiences at industry events, webinars, and other forums.
• • A significant aspect of this position will be supporting customer participation in key external engagements. This includes facilitating their involvement in webinars, industry events, analyst briefings, and media opportunities, thereby leveraging their credibility to enhance Illumio's market presence.
• • You will play a crucial role in driving and expanding Illumio’s visibility and reputation on critical third-party review platforms such as G2, Gartner Peer Insights, and various online marketplaces. This involves encouraging customer reviews and ensuring a positive presence.
• • The insights and stories gathered will be expertly packaged and promoted for both internal enablement, equipping our sales and support teams with powerful customer proof points, and for external marketing campaigns designed to attract new business.
• • Beyond advocacy, you will drive the overarching strategy and execution of customer communications. This encompasses a range of essential communications, including regular customer newsletters, important announcements, timely product updates, and executive messaging that keeps our customers informed and connected.
• • A key element of success will be partnering effectively with Product, Customer Success, and Support teams. This collaboration ensures that messaging across the entire customer journey is clear, consistent, and aligned with customer needs and expectations.
• • You will develop and implement targeted communication strategies designed to drive increased product adoption and deeper customer engagement, ensuring customers are maximizing the value they receive from Illumio.
• • Establishing clear communication cadences and implementing best practices will be essential to optimize overall customer engagement and satisfaction.
• • Finally, you will be responsible for measuring and reporting on the effectiveness of both the customer advocacy and communications programs, using data to demonstrate impact and inform future strategies. This role requires a blend of strategic thinking, creative execution, and a deep understanding of customer engagement dynamics within the enterprise B2B technology space, ideally within cybersecurity.