Customer Advocacy Director

Who are we?

Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals. 

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success. 

Job Summary

As the Customer Advocacy Director, you will be pivotal in transforming satisfied customers into enthusiastic advocates for our brand. You will lead the creation and management of our regional Customer Advocacy and Customer Advisory Board (CAB) team, focusing on showcasing success stories, nurturing loyalty, and driving growth through public references. You will work cross functionally to identify creative ways to promote our customer stories through various channels. Candidates should possess a keen sense of observation and an innate ability to connect with customers on a deeper level, translating their needs into actionable advocacy strategies. 

Responsibilities of the Customer Advocacy Director 

• Advocacy Program Development: Design and implement a comprehensive customer advocacy program which identifies, nurtures, and leverages customers as advocates and provides a feedback loop for the company. 

• Customer Advisory Board Program Development: Lead and drive Customer Advisory Boards (Regional & Local) to foster strong relationships and gather actionable insights from advocates. 

• People Leader: Manage the AMER & EMEA Customer Advocacy & CAB team and support their deliverables as well as your own.  Align with APAC CAB team to ensure a seamless customer experience. 

• Customer Engagement: Build and maintain strong relationships with customers, understanding their needs and success stories.  

• Customer Reference Service: Manage a customer reference incentive program to deliver expertise in matching customer references with prospects.   

• Identify Advocates: Identify potential customer advocates within our client base and work collaboratively with the global sales team to engage and nurture them. 

• Advocacy Campaigns: Develop and execute advocacy campaigns, including case studies, testimonials/videos, and success stories, to showcase how our products and services have positively impacted our customers.     

• Advocate Community: Establish and manage a