Customer Advocacy Manager

ABOUT TEMENOS

Temenos powers a world of banking that createsopportunities for billions of people and businesses everywhere. We do thisthrough the pioneering spirit of 7500+ Temenosians who are passionate aboutmaking banking better, together.

We serve 3000banks from the largest to challengers and community banks in 150+ countries. Wecollaborate with clients to build new banking services and state-of-the-artcustomer experiences on our open banking platform, helping them operate moresustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone hasthe power to create their own destiny and make a positive contribution to theworld of banking and society.

Location: United States (Preferably East Coast)

THE ROLE

We are looking for someonewho would love to create and drive Temenos customer references and build ambassadorprogram across the globe (main focus in Americas), driving revenue for ourcompany. In addition, you would also be responsible for developing customer successstories.

This role requiresyou to plan, implement and develop a client centric strategy to createadvocates from our client base and turning them into references while workingwith the existing Customer Advocacy team members. You will be working with ourinternal stakeholders, including the global sales force and customer success,to create awareness and adoption around the pillars. You would also keep trackon any deals that have been influenced by the reference program.

OPPORTUNITES

• You will work within an established full-fledged reference andambassador program (including reporting and giving visibility on progress)
• You will create an approach to increase the number of referencesglobally with over 900 currentambassadors and growing
• You will liaise directly with sales and customer success teams to ensurethat maximum value is achieved from each reference whilst also protectingindividual customer spokespeople from 'overuse'
• You will co-Manage the Temenos Ambassador program and portal, buildstrong relationship customers, frequent communication and engage with them in variousactivities/events
• You will be responding to key stakeholders (sales, marketing etc) onreference requests, when needed (Automed system in place for normal usage)
• You will maintain a database that compiles info regarding customers'implementation and products to be more efficient.
• You will create and assist in any sales training on our referenceprogram including reference request procedures. Maintain/improve processesdocumentation
• You will develop relationship with sales and other business stakeholders
• You will manage Customer Reference platform
• You will manage sales commissions reporting
• You will identify selected customers to develop 'go live' successstories where appropriate;
  
  • Develop and manage the pipelineof case studies and other assets
  • Review progress with regionalmarketers
  • Write and edit case studies
  • Take ownership of refreshing oldcase studies
  • Work with various internal andexternal stakeholders drive the case studies through the (legal) approvalprocesses
  • Manage agency
• You will make sure case studiesare promoted on various channels: website, social media, sales enablementplatform, newsletters, campaigns etc

SKILLS

• You should have strong and proven ability to inspire and generatepassion for creating new programs
• You should have strong C-level communication skills
• You should have excellent communication skills at all levels in theorganization
• You should have excellent presentation skills, able to present clearlyin front of a broad variety of audiences and energize and enthuse them
• You should have good knowledge of excel and databases
• You should be comfortable conducting audio, video and written interviewswith customers, C-level and key stakeholders
• You should have high levels of influencing skills and culturalsensitivity
• You should be highly tenacious ability to influence stakeholders at alllevels
• You should have excellent written, and verbal communication skills (inEnglish)
• You should have a systematic approach to sharing knowledge and bestpractices across a global team
• You should have high energy and passionate
• You should have high level of personal and professional integrity
• You should have high levels of engagement, displays a lot of poise,gravitas and maturity
• You should be able to multi-task and prioritize complex and criticalpieces of information and content
• You should have a clear sense of accountability
• You should be able to take decisions and commit
• Desired:
  
  • Salesforce.com experience
  • Customer reference program
  • Experience in banking, fintech or technology
  • Experience to work at a global level with remote teams

VALUES

• Care about: Building strong, meaningful relationships with customers and stakeholders to drive value and engagement.
• Commit to: Delivering impactful customer success stories and reference programs with excellence and attention to detail.
• Collaborate with: Cross-functional teams including sales, marketing, and external agencies to achieve shared goals.
• Challenge: Existing processes to continuously improve the efficiency and visibility of customer references.

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