Customer Advocacy & Engagement Program Manager - APJ

The Customer Advocacy and Engagement Manager will play a vital role in enhancing customer satisfaction and loyalty in our customer base in APJ. This position involves proactively managing customer interactions, building strong relationships, and ensuring that customer needs and expectations are met. The candidate will develop strategies to foster customer engagement and advocate for their successes, aligning them with our corporate goals and regional focus areas.

In this role you will….

• Define effective strategies to collect customer feedback across the customer lifecycle journey and support customers in APJ

• Build trust and strong relationships with key customers and drive our customer reference program ensuring we have a steady flow of new referenceable region specific customers stories, customer references, customer videos, social media posts, user groups etc.
• Provide support to make customers successful as an organisation; always put customers in the center of our attention
• Build strong relationships and collaborate cross-functionally with regional and global leadership, sales, marketing, and customer facing teams and enforce a customer centric approach across teams internally
• Drive adoption and advocacy across our top strategic customers esp. with senior roles inside of our customer base
• Owning the community management of our customer-facing discussion forums and capture customer feedback and reporting requests to the regional leadership team, product management and other departments
• Link key customer metrics to business performance metrics to understand correlations between customer satisfaction and other key business KPIs and to predict behavior
• Manage marketing tools such as Asana, Gong, Gainsight etc. and be comfortable with Salesforce
• Manage regional budget and support team to become strong regional customer advocacy managers

You’ve got what it takes if you have…

• Thought leader and vocal advocate for customer needs; 5 to 7 years within the domain of customer marketing and customer experience
• Proven ability to drive amazing customer experience and results through team development
• Ability to change approach and/or methods to best fit the situation/audience
• Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you've done in the past, not adhere rigidly to it
• Curious, open-minded, with great listening and customer service skills
• A team player with collaborative personal style to ensure delivering the best results for the company and the customer
• Strong understanding of marketing processes, customer operation, business metrics, and their different drivers
• Ability to meet clear priorities and performance goals
• Exceptional analytical skills, strength in data-driven communication; creative thinker with a can-do attitude
• Excellent project management skills, including the ability to design and manage multiple projects under tight deadlines
• Experience in driving change initiatives in a fast-paced environment; flexible and able to adjust to changing priorities

Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.

Total Rewards:

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 92300 - 147700 AUD.

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