Customer Advocacy Lead - Latin America

Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?CUSTOMER ADVOCACY LEAD – LATIN AMERICAJOB DESCRIPTIONLocation: Virtual office – Latin AmericaABOUT THE ROLEWe are looking for a talented marketing professional who is undeniably great at converting customers to advocates.Ultimately, your purpose is this: develop and execute a regional strategy in Latin America to double-down on capturing and amplifying customer stories amongst a growing community of advocates to boost sales, customer success and lifetime value within our customer base.You have a proven track record of charisma with customers and collaborating cross-functionally on planning, execution and ongoing management of programs. You’re recognized as an influential leader amongst peers and will be considered an extended member of regional leadership teams. You have stellar interpersonal and communication skills, are energized by uncovering great stories to tell the world and have a roll-up-your-sleeves attitude to get creative when faced with constraints.You will report to the Senior Vice President of Global Customer Advocacy.OUR TEAM MISSIONOur mission is to convert our customers to advocates for life. We cultivate new advocates and amplify their success stories. They are the heroes of our story. We grow an active and enthusiastic community of advocates that fuel smart strategies, bold innovations and big results for us and each other by sharing ideas and lessons learned in customer and employee experience. We measure our success in pipeline and booking influence, customer program engagement/feedback, advocacy community/reference participation and customer lifetime value.HOW WE WORKOur marketing team is highly collaborative. We embrace change, work hard, trust each other, focus on progress over perfection and prioritize what moves the needle.To go big, we say no to the status quo and try new things constantly. We dare to fail, listen, learn and grow as a team to continuously raise the bar.We are a corporate family. We thrive on openness, authenticity, caring and belonging. YOUR FUTURE DAY-TO-DAY RESPONSIBILITIESCultivate new advocates:Lead formal networks with sales, marketing and customer success leadership in region to understand Latin America sales pipeline needs, key wins and implementation milestones to prioritize and pursue our next-best advocates. Serve as an expert and spokesperson to educate internal stakeholders, strategic partners (up to VP+ levels) and executive-level management in our customer base on our mutually beneficial customer advocacy programs. Create, document and manage reliable and trustworthy customer engagement plans for acts of advocacy with key personas in our customer base. Set and execute the regional strategy to secure customers to support critical campaigns, PR, analyst relations, customer case study assets, customer award nominations, event speakers and sales references. Develop and implement plans and activities with strategic external partners to capture new advocates.Manage the customer contact process and frequency to prevent disjointed or too-frequent requests for participation.Serve as a liaison to other functions that require customer research.Challenge tried-and-true B2B customer marketing tactics with new ideas that set us apart, win more advocates and inspire our customers, prospects, partners and ourselves.Amplify customer momentum:Drive a strategic and coordinated effort amongst leadership in regional marketing, sales, partners and the advocacy community supporting Latin America to showcase customer stories in events, cross-channel campaigns, reference activities, PR/media and sales/CSM enablement that illustrate bold vision, innovation and results from Genesys solutions.Challenge tried-and-true B2B customer marketing tactics with new ideas that set us apart, win more advocates and inspire our customers, prospects, partners and ourselves.Build and grow a community of advocates:Leading and driving regional user groups, executive roundtables and advisory boards/councils to share the voice of our customers to fuel solution adoption, innovation and customer success. Recruit customers to join and facilitate these customer-led programs.Collect and communicate customer feedback from these sessions throughout the organization up to executive levels.Work with marketing, sales and customer success to identify cross-sell and upsell opportunities within this community of advocates.Measure and optimize:Contributes to the global strategy for customer advocacy at Genesys.Track the impact of regional customer advocacy activities on customer growth, retention and financial outcomes and communicate these impacts to senior leadership in Genesys.Make data-driven improvements to boost and scale the efficiency and effectiveness of your regional community, capture and amplify strategy.YOU CAN CHECK OFF THESE REQUIREMENTS BOXES Bi-lingual/multilingual in English and Spanish and/or Portuguese.6+ years of relevant customer experience industry, sales, marketing or customer success expertise.Bachelor’s degree in business, communications, marketing, regional studies or equivalent.Specific experience with Genesys or in Customer Marketing is preferred.WHAT YOU ARE KNOWN FORSKILLS:Leadership and influenceCustomer engagementExceptional interpersonal skillsFacilitation StrategyNegotiationCoachingProblem solving amidst complexity and ambiguityExcellent communication skills – virtual and in-person up to C-level executivesStrong presenter and writerStoryteller Multitasking with prioritizationProgram managementBEHAVIORS:CollaborativeCustomer-focusedGoal and results-orientedDetailedProactive/self-starterPersistentActive listenerResourcefulEmpatheticSound judgement and trustworthy with confidential informationKNOWLEDGE:Customer experience market trends and technologies.Key industries and market segments.Marketing and sales organization structures.B2B buying processes, roles and personas.Strong working knowledge of Microsoft Excel, Word, PowerPoint and other reporting/CRM tools.If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.