What are the responsibilities and job description for the Customer Advocacy Manager position at Cloudflare?
About Us
At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!
Responsibilities
The Customer Advocacy Manager will be responsible for building, managing and growing customer marketing programs. Reporting to the Head of Customer Advocacy, the ideal candidate should have previous experience in both customer engagement and scaling customer programs in high growth SaaS companies. This is a fantastic opportunity to join a high growth company.
You will work cross functionally to build customer participation with enterprise customers across many industries and partnering closely with stakeholders in Sales, Customer Success, Marketing, Product, and PR/AR.
The candidate is an individual contributor who will work closely with the global Customer Advocacy team, who are driving all Customer Marketing and Customer Advocacy programs. Success is measured by quantity and quality of content, amount of engagement with each account, brand equity, and levels/titles of participating customers.
Locations: Austin, San Francisco, DC
The main responsibilities are:
Customer References:
Compensation may be adjusted depending on work location.
This role is eligible to participate in Cloudflare’s equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits
We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.
Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.
Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.
1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.
Sound like something you’d like to be a part of? We’d love to hear from you!
This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.
Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.
Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.
At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!
Responsibilities
The Customer Advocacy Manager will be responsible for building, managing and growing customer marketing programs. Reporting to the Head of Customer Advocacy, the ideal candidate should have previous experience in both customer engagement and scaling customer programs in high growth SaaS companies. This is a fantastic opportunity to join a high growth company.
You will work cross functionally to build customer participation with enterprise customers across many industries and partnering closely with stakeholders in Sales, Customer Success, Marketing, Product, and PR/AR.
The candidate is an individual contributor who will work closely with the global Customer Advocacy team, who are driving all Customer Marketing and Customer Advocacy programs. Success is measured by quantity and quality of content, amount of engagement with each account, brand equity, and levels/titles of participating customers.
Locations: Austin, San Francisco, DC
The main responsibilities are:
Customer References:
- Cultivate, grow and maintain an active customer reference pipeline
- Support and fulfill sales 1:1 and RFP requests for customer references
- Support customer reference requests from event and campaign managers, and analyst and public relations teams
- Customer Advocacy:
- Recruit and engage customers for participation in speaking engagements, webinars, press releases, blogs/articles, analysts reports and interviews, and other marketing activities
- Lead the development and manage high quality customer story content, including case studies, story slides, and customer video content
- Qualify, develop and maintain a targeted pipeline of strategic customer relationships.
- Recruit and engage with customers for participation in our customer advisory events
- Manage the internal nomination process, coordination across many teams and executives, pre/post event success
- Manage in-person, best-in-class executive customer experiences
- Proven success in customer advocacy/marketing role(s).
- Ability to identify and cultivate new relationships with customers across market segments and industries with particular focus on well known global brands
- Professional and self-motivated team member, who can organize and manage multiple projects across functions (especially with Marketing and Sales) and with multiple stakeholders and contributors
- Experience with Reference Management and/or Customer Advocacy/Marketing tools
- Outgoing with dynamic interpersonal and top-notch verbal and written communication skills
- Bachelor’s Degree in Business/Marketing or Communications related field
- 5 years of customer marketing/advocacy experience
- Significant experience in B2B technology marketing with a keen understanding of the Internet ecosystem and technical audiences
- Customer-first mentality
- Collaborative, learner, team-oriented attitude
- Ability to effectively influence both internal and external stakeholders across all levels of the organization
- Have a bias to action and the ability to not only manage but thrive in a fast-paced environment
- A passion for Cloudflare’s mission and the success of our customers, partners, and community
Compensation may be adjusted depending on work location.
- For Colorado, Illinois, Maryland and Minnesota based hires: Estimated annual salary of $108,000 - $132,000.
- For New York City, Washington, Washington D.C. and California (excluding Bay Area) based hires: Estimated annual salary of $115,000 - $141,000.
- For Bay Area based hires: Estimated annual salary of $122,000 - $149,000.
This role is eligible to participate in Cloudflare’s equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits
- Medical/Rx Insurance
- Dental Insurance
- Vision Insurance
- Flexible Spending Accounts
- Commuter Spending Accounts
- Fertility & Family Forming Benefits
- On-demand mental health support and Employee Assistance Program
- Global Travel Medical Insurance
- Short and Long Term Disability Insurance
- Life & Accident Insurance
- 401(k) Retirement Savings Plan
- Employee Stock Participation Plan
- Flexible paid time off covering vacation and sick leave
- Leave programs, including parental, pregnancy health, medical, and bereavement leave
We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.
Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.
Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.
1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.
Sound like something you’d like to be a part of? We’d love to hear from you!
This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.
Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.
Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.
Salary : $108,000 - $149,000
