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Customer Advocacy Manager

InTouch Health is a leading telehealth solution company enabling remote physician care anytime, anywhere.  Our solutions are robust, secure, and provide excellent physician-patient experiences to maximize care and minimize response time, and ensure the right doctor makes the right treatment decision every time.

We are looking for an eager, self-driven Customer Advocacy Manager to help grow InTouch Health’s presence in the telemedicine and telehealth market place.  As InTouch Health grows and our customer base expands, we are looking to create a Customer Advocacy Program, which will build relationships with customers and ensure successful adoption of existing purchases while identifying expansion, referral and renewal opportunities. The ideal candidate will need to have strong project management background and highly developed collaboration skills, since this is a cross-functional role.  This individual will leverage the customer advocacy program to effectively gather the voice of customer for providing insights to our product management team, to develop new value-add product and service offerings. S/he will need to collaborate with the Marketing Department for goals of the program, new releases, upcoming events, promotional material, project developments, product roadmap and intersecting timelines. S/he will need to create, develop and manage the Customer Advocacy Program, using a software advocacy platform, while streamlining the program to all customers and InTouch employees. 

Responsibilities

  • Cultivate a community of customers for feedback and collaboration
  • Define program goals, measures of success, budget, program timeline and content plan
  • Identify InTouch Health advocate needs and create a plan for the best advocates to target
  • Effectively coordinate with other departments to plan and educate all internal stakeholders such as Sales, Support, Marketing, Product and Account Managers
  • Schedule and oversee all content and distribution; maintain monthly calendar of content and customer-related events
  • Track and promote all advocacy activity while managing referrals and reward distribution cost effectively
  • Accelerate brand awareness, consideration and equity through the advocacy program
  • Ensure the satisfaction and success of a named list of accounts which will be among InTouch Health’s largest customers
  • Be perfectly aligned with customer goals and objectives
  • Work with the sales teams to identify and execute new opportunities (especially referrals and renewals) for InTouch Health with assigned accounts
  • Ensure direct access to advocates to help buyers reach purchase decisions quicker
  • Based on customer interactions and feedback, identify opportunities for InTouch Health to improve in its ability to service, support, manage and communicate with its customers and communicate those opportunities in an effective and prioritized way
  • Keep abreast of competition, competitive issues, market trends and products
  • Regular travel to customer locations

Knowledge, Skills & Ability

  • Basic understanding of B2B Lead Generation and Demand Generation Marketing
  • Proficiency in Marketo and Salesforce.com would be a significant advantage
  • Sales & Marketing background and experience in sales/sales processes
  • Strong communication and presentation skills; knows what to say, and more importantly, how to say it
  • Highly driven and dependable individual with a performance focus and a strong sense of urgency, with a genuine belief in InTouch Health’s mission
  • Superior project management skills and experience
  • Extremely self-motivated and able to prioritize and self-manage workloads
  • Strong judgment and decision making acumen - considers the relative costs, value and benefits of potential actions to choose the most appropriate one

Qualifications

  • 3-5 years of previous Customer Advocacy/Marketing experience preferred
  • Bachelor's Degree with a business or marketing focus preferred

Working Conditions                                                

  • Normal office or remote from home environment with long periods working at a computer
  • 10% to 30% travel

Notes

For the qualified candidate, InTouch Health offers competitive compensation, medical, dental and vision benefits, paid time off, 401(K) and stock options. InTouch Health is based in sunny and beautiful Santa Barbara, California.

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