Director, Customer Advocacy

Description

monday.com is looking for a Director of Customer Advocacy to help create, lead, and expand our Customer Advocacy Programs. This role is pivotal in showcasing the power of monday.com in helping teams achieve their goals and work together seamlessly and requires a strategic leader to create the best possible programs from the ground up, including general member programs, a customer advisory program, and a sales reference program, among others. This role will be responsible for developing and executing a global strategy for customer advocacy, implementing processes that ensure the program runs smoothly, and syncing the regions to ensure a unified approach.

You’ll also work to match great customer speakers with internal and external events, including Elevate, our annual customer conference. You will also coordinate the value derived from these events, ensuring maximum impact. Working closely with Sales, Customer Success, Marketing, and other teams you will help create processes that identify, nurture, and leverage customer advocates across various platforms and initiatives.

The ideal candidate will be responsible for developing and executing strategies that foster strong relationships with our customers, ensuring their voices are heard, and leveraging their feedback to drive continuous improvement across our organization. You will also be responsible for determining key performance indicators to track the success of the advocacy program. This role is critical in enhancing customer satisfaction, loyalty, and advocacy, contributing to the overall success of our business.

Please note that this is a hybrid position of 3 days/week in our NYC office.

About The Role

• Champion monday.com Customer Advocacy Programs: You'll be the driving force behind our advocacy initiatives, such as our customer advisory board. You'll build relationships with passionate customers and empower them to share their success stories
• Drive Customer References: Manage a pipeline of customer references for sales, marketing, and other teams. You'll conduct interviews, gather testimonials, and facilitate impactful connections between our customers and prospects
• Work with all our platform stakeholders to manage program data: We want to make sure we have the best possible customers for things like reference calls, sales needs, supporting our communications and marketing teams sourcing customers for investor events, speaking opportunities, and our annual Elevate conference
• Scale the Programs: We're looking for someone to not only manage the current program but also build it strategically, identifying opportunities for growth and expansion
• Collaborate Cross-Functionally: Partner with teams across monday.com to align advocacy efforts with broader company objectives and identify the right customers for specific initiatives
• Track and Measure Success: Utilize our advocacy platform to manage customer data, track engagement, and measure the impact of advocacy activities

Requirements

• Minimum of 7 years of experience in customer advocacy, or related roles within the tech industry
• Experience in developing and maintaining customer advocacy programs
• Exceptional communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders
• Strong analytical skills, with the ability to interpret customer feedback and data to drive strategic decisions
• Proven project management skills, with the ability to manage multiple initiatives simultaneously and meet deadlines
• Customer-Centric: A deep commitment to understanding and advocating for the needs of customers
• Ability to function independently with a high degree of initiative, independence, and autonomy as well as the desire to be self-motivated, seeking success in achieving both short and long-term goals
• Willingness to travel to Tel Aviv, Israel 2x a year and potentially to other sites to meet with customers as needed

What monday.com can offer you:

• Opportunity to join a well-funded, proven company with big ambitions, competitive salary and benefits package, bonus potential, and eligibility to take part in the company equity incentive program
• An amazing company culture that values transparency and collaboration while never forgetting to have fun while we work!
• Monthly stipends for food, wellness, and commuter/remote work
• Fully dedicated learning and development team that provides opportunities for our employees to hone and gain new skills
• Award-winning work environment - named a “Best Place to Work” by BuiltIn as well as “Great