VP - Customer Advocacy

Basic Information

Country

United States

State

NA

Date Published

25-Jan-2023

Job ID

36519

Travel Amount

up to 25%
This role can be based remotely in United States

Description and Requirements

#LI-BS1
BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

Join our dynamic and fast-paced company by playing a critical role in building our customer advocacy program. As the Vice President of Customer Advocacy, you will own the strategy and execution for bringing together customer references, executive council, and briefing center programs under one umbrella for BMC. You will have a customer-first mentality and will be passionate about building programs that address perception, build stronger relationships leading to advocacy, and add velocity to pipeline, all which can be scaled to meet the needs of our rapidly growing business. You are a skilled cultivator of customer relationships and will work closely with internal stakeholders.

This position will address perception questions, add velocity to the pipeline, build advocacy with compelling customer references and evidence materials to deepen relationships with existing and prospective customers.

This role is highly visible and cross-functional, requiring regular communication with BMC’s corporate marketing, product engineering, product marketing, sales leadership, sales reps, and customer success teams.  This individual must also manage timely deliverables with solid communication and possess cross-functional partnering skills.  

How you will make an impact:
  • You will lead the strategy, development and implementation of a holistic customer advocacy program incorporating customer references, peer-to-peer roundtables, customer advisory boards and executive briefings, both physical and virtual. 
  • In concert with sales leadership, you will lead the development and implementation of an EBC process to ensure intentional, memorable, and purposeful customer experience ensuring proper use of company resources.  This includes the responsibility for the overall strategy, success, definition, execution, and results for the Executive Briefing program.  This will include the cultivation of a discussion leader certification program, developing agendas, post event surveys, measurement and ROI.  
  • Recruit customer references that align with sales, product growth, and critical marketing initiatives.  This includes customer interviews to gain a deeper understanding of their BMC use case, understanding the customer’s level of publicity they are seeking, and then matching those with the needs of the field.  
  • Centralize and maintain a single reference tracking system to remove duplication and prevent wasted hours from sales teams searching for reference content and materials.  
  • Champion customer centricity by ensuring that customer stories are incorporated across the company - from new hire and sales training to demand generation and campaigns.
  • Implement PR Clause in sales contracts 
  • Work with product engineering during alpha and beta testing to cultivate and deliver "lighthouse customer references" that help drive brand awareness and reset the customer and market perception of BMC. 
  • Work professionally and creatively with multiple third parties including MarTech software vendors, brand agencies, and advisory services
  • Uncover the motivators and goals of our customers and partner cross-functionally to identify compelling opportunities for customers to engage with BMC advisory board. This includes the responsibility of coordinating and executing on BMC’s Customer Executive Council program

What you will need to be successful:
  • Excellent interpersonal and communication skills
  • Experience driving cultural change relating to sales and marketing alignment
  • Experience managing customer engagement through experimental design
  • Ability to command, cultivate, and motivate multiple teams to come together for a common cause
  • Proven track record of team leadership, strategic planning, and program execution
  • 10+ years of experience leading Customer Advocacy, Reference programs, and /or Briefing Centers 
  • A background in sales, including either account management or sales management
  • Strong team building and team management skills
  • Experience creating and running Customer Advisory Boards
  • Experience with Salesforce, briefing management software, and ReferenceEdge (or similar) preferred

#LI-Remote 

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. 

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.