Customer Advocacy Consultant

Customer Success
Remote

ABout us

Captivate Collective is a specialized customer advocacy agency start-up hyper-focused on helping organizations accelerate growth with bold engagement strategies that engage customers at all stages of their journey - from acquisition to advocacy.

Drawing on the extraordinary breadth and depth of expertise of our founding team, Captivate’s currency is its dual reputation for far-reaching impact in the B2B customer advocacy thought leader space and over 10 years of hands-on practitioner experience. With an impressive global client roster spanning the Fortune 100 to SMBs, Captivate is growing rapidly while continuing to blaze new trails in the art and science of customer engagement programs.

The Position

As a Customer Advocacy Consultant, you will help design the strategy and operationalize the processes of a wide range of customer programs - from CABs, to customer awards, to full-fledged customer advocacy programs. Leaning on your own customer advocacy and customer marketing expertise, you will be responsible for the day-to-day management and growth of a diverse client portfolio. The ideal candidate has an advocate-first mindset and gets a genuine thrill out of helping our client champions see success - both with their programs and their own careers. They believe mutually beneficial client relationships are at the heart of growth, both for Captivate and for the organizations with which we work.

Your Responsibilities

  • Project manage an exciting variety of customer advocacy engagements
  • Build relationships with and grow a portfolio of clients who are excited to work with you and the Captivate team
  • Design strategy for how our clients empower customers to become long-term advocates, in partnership with key stakeholders across their organization
  • Implement and launch customer programs with solid strategy and experience with relevant platforms and tools
  • Provide ongoing advisory or program executional support to help Captivate clients grow the impact of their programs
  • Keep an ongoing pulse on the evolution of the customer advocacy practice and the accompanying technology landscape
  • Build your professional brand through the creation of thought-leadership content and by being an active participant in the customer advocacy practitioner community

Your Qualifications

  • Ample experience in community and advocacy engagement or marketing programs
  • Strategic and critical thinking but with the ability to execute well
  • Exceptional project management and organizational skills
  • Natural relationship building and ability to navigate challenging client and project scenarios with confidence
  • Strong storytelling, communication and presentation skills - you know how to lead and read a room
  • Deep curiosity, excellent listening skills, empathy, and ability to get things done in a collaborative small-team environment
  • The ability to thrive under pressure, think quickly on your feet and be willing to go the extra mile
  • A collaborative and generous mindset that supports team members and clients and wants to see others around them succeed
  • Experience using data and analytics to measure the impact of your work

Bonus skills

  • Strong familiarity with Google Suite and HubSpot
  • Experience with customer engagement platforms, such as communities (SFDC, Higher Logic, Vanilla, etc), reference management tools (RO Innovation, Reference Edge) and advocacy tools (Influitive, Crowdvocate, SlapFive, etc.) is a plus
  • Creative design using Canva or similar tools

What we're offering

  • Flexible remote working environment - get the job done in the time and place that works best for you
  • Autonomy and trust - we’ll give you what you need to succeed and the freedom to do it
  • Macbook Air - yours to keep after one year
  • Four weeks of annual paid vacation
  • We’ll help you build your personal brand as a customer marketing and advocacy professional
  • Long Weekends Rock! Biweekly Fridays off during the summer
  • In-house professional development and mentorship from two of the world’s leading customer advocacy experts

What we're paying

$80k - $110k CAD dependent on experience
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