Senior Manager, Customer Advocacy

Are you a customer-focused leader who excels at relationship building and story-telling? Do you have a passion for working with customers, understanding how our products and services have contributed to their success and turning those inisights into brand building campaigns? Do you have strong communication and strategic thinking skills? If so, you could excel as a Senior Manager, Customer Advocacy at Spectrum.

At Spectrum, we keep nearly 32 million customers connected across our 41-state footprint. Over an advanced communications network, the company offers a full range of state-of-the-art residential and business services including Spectrum Internet, TV, Mobile and Voice. Our Senior Manager, Customer Advocacy plays an essential role in amplifying customer success stories to reinforce the value of our brand in th pursuit of growing consideration and intent to purchase.

BE PART OF THE CONNECTION

As a Senior Manager, Customer Advocacy you will help design and implement programs that build successful relationships with our customers, turning them into champions of our products and services, resulting in compelling client stories that grow our brand and consideration. You'll work on a high-performing, collaborative team that supports one another each and every day. It's a career that develops as you do, with opportunities to grow.

WHAT OUR SENIOR MANAGER, CUSTOMER ADVOCACY ENJOY MOST

• Identifying customer wins and building an ongoing roster of potential stories, aligning company solutions and client needs to build relevant narratives across segments.
• Interviewing internal stakeholders and external customers to frame storylines around the benefits of our products and services.
  Managing the day-to-day operations of referral programs that lead to introductions to IT decision makers within strategic accounts.
• Developing market leading claims based on intimate knowledge of our customer solutions and success stories, showcasing the impact of our solutions and how we help customers achieve their business goals.
• Tracking and reporting of competitive win/loss data to inform future content development/areas to strengthen our market position through customer advocacy.

You'll actively and consistently supports all efforts to simplify and enhance the customer experience as the primary customer liaison for coordinating customer engagement across content creation, testimonial development, presentations and other assets. You must be resourceful, eager to learn and able to adapt to an ever-evolving work environment and industry. If you're up to the challenge, you'll find a rewarding and fulfilling career at Spectrum.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Customer Advocacy, Public Relations or Corporate Communications experience 7+ years.
• Technical skills: Hands-on experience in a customer advocacy or directly related function within a technology company. Craft strong narratives by developing customer stories that are relevant to various audiences.
• Skills: Strong communication and presentation skills. Attention to detail. Strategic thinking skills. Highly developed capacity for teamwork and a strong focus on the customer.
• Abilities: Can read, write, speak and understand English. Can conduct formal presentations to all levels of management on issues or findings in assigned areas or subjects. Can breakdown complex topics to various audiences. Is proactive and can work independently and make recommendations and decisions autonomously. Can manage multiple projects and tasks at one time and prioritize and organize effectively. Can work well with people from all levels of the organization, many different disciplines and varying degrees of technical and business experience. Can make decisions and resolve problems while working under pressure. Can work with a sense of urgency.
• Travel ability: Office environment. Travel as required.

Preferred Education

• Bachelor's degree in communications, Business or related discipline and/or equivalent experience

Preferred Qualifications

• Knowledge of cable television products and services preferred.

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas
• Learning Culture: With a focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career
• Total Rewards: See all the ways we invest in you-at work and in life

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