Customer Advocacy Manager

4 weeks ago

Sydney, Australia Technology One Limited Full time

TechnologyOne‘s mission to provide world class software services to the thousands of people who use our software every day. Our 99% customer retention rate is proof that what we do is valued by our customers and our Customer Experience business is no exception as we strive to deliver high calibre service to our clients.

We are currently looking for a Customer Advocacy Manager to join our Customer Experience team and act as the champion for our customers. We want you to be a customer advocacy leader and drive the “customer is our true north” value to encourage the business to advocate for our customers, so they advocate for us.

**What you’ll be doing**
- Manage our Customer Reference Program, ensuring that participating customers see the full benefits of the program, creating awareness in the business of the importance of the program and encouraging your colleagues to increase the number of customers on the program
- Manage our Net Promoter Score (NPS) process, ensuring that it is facilitated on time and in scope, provide insights using NPS data, leading and consolidating the action planning from the customer feedback, and campaign for higher engagement from customers
- Facilitate Customer Roundtables with a variety of customers to gather feedback on upcoming initiatives and improvements
- Lead and collaborate on customer advocacy initiatives, such as customer journey mapping
- Work closely with internal and external stakeholders to improve Reference Program and NPS engagement

**About you**
- Exceptional communication and collaboration skills and are comfortable with both internal and external stakeholders at all levels
- 3 - 5 years in a senior Customer Experience role
- Experience facilitating cross-functional team discussions
- High level of group facilitation skills
- An active listener, you are able to absorb different perspectives and help manage perceived obstacles and potential gaps in understanding

**Benefits...**
- Competitive remuneration package
- Flexible hours - we are family friendly and value life outside of work.
- Fantastic end of trip facilities: Bicycle parking, showers, hair straighteners, hair dryers & free towels.
- Option to extend leave to 6 weeks via Purchase Leave Policy
- Free breakfast on-site
- Professional development allowance benefits for use on courses, conferences, workshops etc.
- Catered team and company events.
- Salary packaging for devices like mobile phones, tablets & smart watches, as well as novated leases on cars and more.

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