Director, Customer Advocacy

Build the future of the AI Data Cloud. Join the Snowflake team.

Snowflake delivers the AI Data Cloud - a global network where thousands of organizations mobilize data with near-unlimited scale, concurrency, and performance. Inside the AI Data Cloud, organizations unite their siloed data, easily discover and securely share governed data, and execute diverse analytic workloads. Wherever data or users live, Snowflake delivers a single and seamless experience across multiple public clouds. Snowflake's platform is the engine that powers and provides access to the AI Data Cloud, creating a solution for data warehousing, data lakes, data engineering, data science, data application development, and data sharing. Join Snowflake customers, partners, and data providers already taking their businesses to new frontiers in the AI Data Cloud. snowflake.com

Snowflake is looking for a Director of Customer Advocacy who shares our passion for ground-breaking technology and customer storytelling. In this role, you will be an integral part of the brand marketing organization designed to put our customers at the heart of everything we do. You will be responsible for developing and executing strategies that enhance the customer experience, build loyalty, and foster a vibrant community of advocates. This role requires a strategic thinker with a deep understanding of customer needs, excellent communication skills, and a proven track record in customer relationship management. You will be a passionate customer champion with a proven ability to build strong relationships, develop compelling narratives, and drive customer engagement. You will have years of experience leading a team of customer marketers and a history of scaling programs with the growth of the business.

• Develop and implement a comprehensive customer advocacy strategy that aligns with Snowflake's brand identity and business objectives.

• Lead and develop a high-performing team of customer marketing professionals.

• Identify, recruit, and nurture a diverse group of customer advocates from various industries and backgrounds.

• Create and execute customer engagement programs that provide value, build loyalty, and encourage advocacy.

• Gather and analyze customer feedback, conduct surveys, and utilize data analytics to understand customer needs and pain points, translating insights into actionable strategies.

• Collaborate with cross-functional teams including marketing, sales, customer success, and product to amplify customer stories and integrate advocacy into overall marketing initiatives.

• Develop and manage a content calendar for customer stories, testimonials, case studies, and other advocacy materials.

• Oversee the creation and distribution of high-quality content that showcases customer success and highlights the value of Snowflake's technology.

• Measure and track the effectiveness of customer advocacy programs and make data-driven decisions to optimize results.

• Establish key performance indicators (KPIs) to measure the success of advocacy initiatives and identify areas for improvement.

• Lead initiatives to train and empower employees on customer advocacy principles and the importance of customer-centric practices.

• Serve as a customer advocate within the organization, presenting findings and recommendations to senior leadership and influencing decision-making processes.

• 15+ years of relevant experience in customer advocacy, customer success, or related roles, with a track record of driving customer engagement and loyalty.

• Strong understanding of customer experience best practices and customer relationship management (CRM) tools.

• Strategic thinker with a passion for customer experience and a deep understanding of customer needs and motivations.

• Excellent interpersonal and communication skills, with the ability to build relationships with customers and internal stakeholders.

• Proven ability to lead cross-functional teams and manage multiple projects simultaneously.

• Analytical mindset with experience in utilizing customer data to drive strategic decisions.

• Passion for advocating for customers and a commitment to delivering exceptional customer experiences.

• Comfortable managing in an ever-changing environment with competing priorities.

• Strong leadership and team-building skills.

• Must be legally authorized to work in the United States without restriction

• Proficient in Google Workspace apps: Slides, Docs, Sheets and Microsoft Office Suite: Word, Excel, PowerPoint.

• Experience working with Salesforce and Wrike

• Bachelor's degree in Business, Marketing Communications, or related field.

• Will accept any suitable combination of education, experience, or training.

The Snowflake Customer team is a small, tight-knit, dynamic group of marketers who are at the center of customer innovation. We're scaling our team to help enable and accelerate our growth. How will you make an impact?

This is a hybrid role, with a dedicated three days in the Menlo Park and Dublin CA offices.

Every Snowflake employee is expected to follow the company's confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company's data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.

Snowflake is growing fast, and we're scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com

The following represents the expected range of compensation for this role:

• The estimated base salary range for this role is $196,000 - $292,900.
• Additionally, this role is eligible to participate in Snowflake's bonus and equity plan.

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; at least 12 paid holidays; paid time off; parental leave; employee assistance program; and other company benefits.