Sr Manager/Associate Director - Customer Advocacy

Bengaluru, Karnataka, India Full-time

About Us:

Whatfix is the pioneer and leader in Digital Adoption Solutions - an entirely different category of in-app, reinforcement learning software that accelerates user adoption across enterprise applications, by providing contextual, interactive, real-time, progressive and autonomous user guidance inside the application. Whatfix provides application users with multiple learning, training and support formats and channels based on their preference - maximizing adoption. Whatfix enables more users to complete high value features. With Whatfix, users gain efficiency with applications, even when they are offline- getting more done and getting time back! Whatfix drives additional Productivity gains enterprise-wide, across Learning/ Training/ Change Management teams, Application Operations/ Administration/ IT / Support teams, Seller/ Sales teams, Employee / Manager teams and Customer/ Community/ Partner/ Supplier teams. Whatfix customers quickly realize additional ROI from their application implementations (e.g. CRM, HCM, ERP, ISV and custom developed apps). Whatfix is doubling in revenue annually and is one of the hottest pre-IPO start-ups based in San Jose, San Francisco, Bengaluru (India), UK and Australia.

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. Whatfix has a very high and growing NPS score. We are looking to double down and amplify our customer successes. Whatfix is looking for a Customer Advocacy Marketing Sr. Manager/ Associate Director, to design, launch and implement various Customer Advocacy programs, including:

    • Customer Advisory Board (CAB) and its meetings (once a year formal executive meeting with Whatfix and key 10-20 globally located Client executives/ sponsors to give Whatfix strategic guidance on company and product direction, strategic initiatives,  key topics selected by Customer Advisory Board members and by Whatfix )
    • Customer Networking Events (CNE) (quarterly informal customer mixers in various major cities in each US and global regions; the focus here is customers learning from each other, sharing best practices, mixing with and building relationships with local and visiting Whatfix executives and team members, increasing the pool of sales reference customers, and customer referrals submitted from within their network both within their company and their industry peers)
    • Customer User Groups (CUG) (twice a year formal user level feedback sessions to our Product Managers/ Product Marketing/ Engg teams on product, UX, apps, integrations etc.)

 

  • Whatfix Digital Adoption Summit - Co-own, define, launch and support an annual Corporate level customer, partner and prospect event in US. This would be our signature annual event. THis would require co-ownership with other groups such as Marketing (Demand Gen) and Customer Success Team

 

  • Net Promoter Score amplification : NPS surveys are run quarterly by our Customer Success team and our score is high and increasing . The role would synthesize the results of the survey and distribute them to Sales, SDR/BRD, CSM, Marketing, Product, Engineering, PS teams for awareness/ review/ action and closure. The role would also work with Customer Success team and establish a process to give feedback to survey participating customers on Whatfix actions on their feedback in various group forums mentioned above such as CAB, CNEs and CUGs. This will include sharing of NPS scores and results in Analyst decks, Sales decks, Press Releases, Website. Running the survey will remain with the CSM team. However you would help with survey design and participant inclusion planning to maximize objectivity, clarity and effectiveness.

The role will report to the VP-Product Marketing who reports to the CEO. However the role will be serving the Sr. Director - Customer Success, Director-Professional Services and Sr. Director - Product Management as the key internal customers.

Responsibilities:

  • Develop, manage and deliver a strategy for establishing the various Customer Advocacy Programs listed above.
  • Work with VP-Product Marketing, Sr. Director - Customer Success, Associate Director- Professional Services in launching the program, getting customer participation and securing budget approvals
  • Implement all facets of the various Customer Advocacy Programs including Customer selection, developing value prop for why customers would want to participate, writing the communications, enrollment
  • Be the Master of Ceremonies (MC) and define the agenda (in consultation with customer and Whatfix executives) for the various Customer Advisory events
  • Work closely with Product Managers and Sr. Director - Product Management to plan and execute the user groups (typically 2/year), secure internal PM and external Client speakers/ Subject Matter Experts
  • Work closely with CSMs/ PS Managers, Sr. Director - Customer Success and Director- Professional Services to plan and execute the CAB, CNEs and Whatfix Digital Adoption Summit; secure internal PM and external Client speakers/ Subject Matter Experts
  • Schedule and actually implement the various events successfully. Work with US and India based Event Managers (part of Demand Gen/ Marketing team) to secure the logistics and execution of the Customer Advisory events
  • Work with Product Marketing and website team to publicize Customer Advisory programs and events
  • Formally and informally transfer feedback gathered from Customers participating in Customer Advocacy programs and events to executive team, assigned Key relationship owners for each customer

Qualifications

  • You should have done this role before in another B2B SaaS, Consulting, Outsourcing, Industry Association, Enterprise, Event Management company
  • Alternatively, you should have done a role requiring strong personal interactions with Director+ above level executives such as Executive Recruiting, Industry Networking Associations (e.g. Conference Board, Nasscom), Media/PR agency hosting events. 6+ years of experience running web projects focused on driving engagement and conversion rate optimization.
  • Good customer and public speaking skills
  • Ability to travel to the US/ Europe upto 2 times each month to meet with customers, evaluate venues, build relationships
  • Very strong Project and Event management skills
  • Preferred if you have actually lived or worked in the USA or Europe in prior work life.

We're looking for someone who:

  • Strong customer service mindset and servant leadership
  • Comfortable and pleasant in front of senior executives who are busy, fast paced, demanding
  • Strong backbone to objectively share customer point of view internally while having the compassion to progress internal teams and members in their thinking (without throwing them under the bus or using escalations as the first/ main modus operandi)
  • Can invest the time to understand the Digital Adoption Solutions (DAS) domain and the how DAS provide additional adoption and productivity gains on top of core CRM, HCM, ERP and Custom applications
  • Based ideally in our Bengaluru Headquarters in proximity to Customer Success, Professional Services, Sales teams

Perks / Benefits

  • Group Insurance and Personal Accidental Cover
  • Night Shift Allowance for folks working in US Time Zone
  • Cab Drop Facility for women who work in the US Time Zone
  • Snack ready Pantry
  • Personal Mac’s for all business teams

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