Customer Advocacy & Marketing

Bengaluru, Karnataka, India | Customer Success | Full-time

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Who are we? 

Whatfix is the #1 Digital Adoption Platform (DAP) for Enterprises. It is integrated as a layer on top of other software applications, which helps users navigate through their application and guides them in completing their tasks, by providing Interactive and Contextual walkthroughs inside the web application at the exact time when the task is being performed. 

We help Companies in - Accelerating Product Adoption; Easing the User Onboarding Process; Reducing Training time, resources & costs; Reducing Support efforts & costs; and Increasing Employee Productivity. 

“Hustle Mode ON” is the motto we live by. 

 

About the Role:

Whatfix is currently the industry leader in CSAT with 2-3X higher customer scores than our direct competitors on review sites like G2Crowd. And Whatfix has a very high and growing NPS score. We are looking to double down and amplify our customers’ successes and seeking a Senior Manager Customer Advocacy, reporting to the Head of Customer Advocacy and Experience, to manage various customer programs, including the following:

  • Customer Meetups: Meetups (currently virtual) focused on customers learning from each other, sharing digital adoption best practices, mixing with and building relationships with Whatfix team members
  • Customer User Groups: User level sessions (currently virtual) with our Product Managers/ Product Marketing sharing the latest product updates and demonstrations of using the Whatfix Digital Adoption Platform
  • Whatfix Community: Online meeting place for customers to engage and learn more about Whatfix and Digital Adoption 

 

Responsibilities:

If you are interested in technology, enjoy working in a hands-on, fast-paced environment, and want to manage customer programs that are tied to Whatfix’s success, this could be the right position for you.

In this role, you will engage customers across key advocacy programs, including Customer Meetups, User Groups, and the online customer Community. This will require the ability to facilitate tight alignment with key interlock functions including Customer Success, Consulting, Product Management, and Product Marketing to drive customer adoption, loyalty, retention, advocacy, and growth.

  • Manage the various Customer Advocacy Programs listed above.
  • Work with Head of Customer Advocacy and Experience in growing the programs innovatively, driving customer engagement and delight
  • Drive engagement and adoption through the online customer Community 
  • Be the Master of Ceremonies (MC) and define the agenda (in consultation with customers and key internal stakeholders) for the various virtual events.
  • Work closely with Product Marketing, Product Managers, and Customer Success to plan and execute the user groups (typically 3/year), secure internal and external customer speakers/ subject matter, experts 
  • Work closely with Consulting and Customer Success to plan and execute the Customer Meetups, secure internal and external customer speakers/ subject matter experts
  • Formally and informally transfer feedback gathered from customers participating in Customer Advocacy programs and events to key internal teams
  • Track and report on key success metrics

 

Requirements:  

  • Master’s Degree/MBA from a reputed university would be an added bonus 
  • Minimum of 6-10 years of marketing experience in a B2B SaaS or Tech Product based company. Customer advocacy/marketing experience is a plus.  
  • Should be open to aligning with the US time zone (4:30 PM to 1:30 AM) 

Technical Expertise

  • Excellent public speaking, writing, and storytelling skills
  • Strong program development and management capabilities
  • Ability to multi-task and work on several projects, often under tight timelines, while consistently delivering results

Business Acumen

  • Strategic thinker, who can see the big picture and focused on measuring ROI through all customer advocacy programs, in addition to increasing adoption, loyalty, retention, growth
  • Ability to influence and drive program objectives across global, regional, and functional teams to achieve outcomes
  • Ability to creatively engage and motivate customers with out-of-the-box thinking and innovative programs
  • Showcases exemplary written and verbal communication skills to work along with Global Customers 

Personal Attributes

  • Passion for the customer: Building relationships and delighting customers is what you live for. You go above and beyond to turn customers into raving fans and act as the voice of the customer to improve the customer experience
  • Pride in being a trusted advisor, challenging the status quo with innovative thinking to ensure every customer touchpoint adds value
  • Strong collaborative skills and you leverage every opportunity to promote your programs
  • Relentless focus on urgency in execution
  • Comfortable with an ever-changing environment that requires you to be agile
  • Keen level of interest/excitement to learn about technologies in the Digital Adoption Platform space 
  • Has an exceptional ability to communicate and foster positive business relationships

What sets us apart from the rest?

  • With many Fortune 500 companies already onboard as customers, Whatfix has been named among the top 20 B2B tech companies alongside the likes of Adobe, PayPal, and Cisco. 
  • The kind of elite customer base that we have, despite being a mid-sized Indian company is simply unheard of! 
  • With YoY revenue growth of over 300%, we have also been recognized among the top 20 fastest-growing SaaS companies worldwide in the SaaS 1000 list 
  • We have also been recognized by Gartner as a Global Market Leader in the digital adoption space and as amongst the Top 5 startups in India by LinkedIn! 
  • Our Customer centricity is evident from a Customer rating of 4.7+ on platforms like G2 Crowd & Gartner Peer Insights 
  • This is what our investors have to say - Sequoia || Stellaris || Cisco || Eight Roads || Helion Ventures 

Perks / Benefits 

  • Group Insurance and Personal Accidental Cover 
  • Night Shift Allowance for folks working in US Time Zone 
  • Cab Drop Facility for those who work in the US Time Zone 
  • Snack ready Pantry, and free Buffet Lunch & Dinner for all employees 
  • Personal Mac’s for all Business teams  

Please Note: 

We are an equal opportunity employer and value diverse people because of and not in spite of the differences. We do not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status