Customer Experience Strategist

3 weeks ago

Bengaluru, Karnataka, India Azentio Software Pvt Ltd Full time

Company Overview

Azentio Software Pvt Ltd is a leading provider of mission-critical software products for customers in the banking, financial services, and insurance verticals.

We have over 800 customers in more than 60 countries, with a team of over 2,300 employees across offices in 12 countries globally.

Job Summary

We are seeking a dynamic Customer Advocacy Specialist to lead and manage our Customer Advisory Board (CAB) while building a robust library of customer stories, case studies, and testimonials.

This role involves acting as the voice of our customers, ensuring their feedback drives our strategy, product improvements, and customer success initiatives.

Main Responsibilities

  • CAB Management:
    - Oversee all Customer Advisory Board program aspects, including recruitment, onboarding, and engagement.
    - Plan and execute CAB meetings, including scheduling, agenda setting, programmatic management of content development, and follow-up communication.
    - Act as the primary liaison between CAB members and internal teams, collecting and sharing insights, ideas, and feedback to drive product and service enhancements.
    - Track and report on CAB activities, highlighting key customer insights and recommendations for senior leadership.
  • Case Studies and Testimonials:
    - Collaborate with Sales, Marketing, and Customer Success teams to identify key customer success stories and develop case studies, testimonials, and other advocacy content.
    - Conduct customer interviews to capture their experiences, results, and value obtained from our products/services.
    - Create compelling case studies and testimonials in various formats (written, video, quotes) for marketing materials, website, social media, and sales assets.
    - Maintain a repository of customer success stories, updating and refreshing content as new testimonials and case studies are developed.
  • Customer Feedback and Insights:
    - Regularly gather and analyze customer feedback from multiple sources, including CAB, surveys, and direct communication, to identify trends and areas of improvement.
    - Work closely with Customer Success to identify trends, joint issues, and growth opportunities.

Qualifications and Requirements

  • Bachelor's degree in Marketing, Communications, Business, or a related field.
  • At least 3 years of experience in Customer Advocacy, Customer Success, or Marketing roles, preferably in a B2B environment.
  • Exceptional interpersonal and communication skills, with the ability to build relationships and engage customers.
  • Strong project management skills, with experience organizing events, meetings, or advisory boards.
  • Proficiency in using CRM, marketing automation, and advocacy management tools.
  • Creative writing skills with a knack for storytelling and content creation.
  • A passion for customer success, advocacy, and creating exceptional customer experiences.

Benefits

The salary for this role is estimated to be around $80,000 per annum, considering the company's location in Bangalore, India, and the industry standards.

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