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CX Marketing Customer Advocacy Lead
At Cisco Customer Experience (CX), we help customers maximize the value of their technology throughout its entire lifecycle. Our mission is to accelerate customer success through AI-driven innovation. By delivering the industry’s best experience and partnering closely with our clients, we help them overcome their toughest challenges and achieve their business goals.
Who You Are
You are a strategic storyteller and program leader who understands that highlighting customer success is our strongest marketing asset critical to marketing. You excel at navigating complex global organizations to find the most impactful narratives of innovation. You’ll be responsible for conceptualizing the customer advocacy strategy, advising on storytelling best practices, partnering with customers on their innovation narrative, and managing major global programs. , including CX’s involvement in the Cisco Customer Achievement Awards You possess the ability to identify “champion” customers and mentor them to authentically represent Cisco’s value proposition on the global stage.
We are seeking an experienced marketing professional with a proven record in Customer Advocacy and Strategic Communications, ideally gained within a global technology or B2B environment. You possess strong consulting skills and a deep understanding of how to translate technical milestones into business-focused success stories.
Your Impact
- Stakeholder Collaboration: Partner with internal teams across marketing, sales, and customer experience to identify and source impactful stories that demonstrate Cisco CX’s value.
- Pipeline Management: Develop and maintain a global pipeline of customer advocates suitable for speaking engagements at Cisco and industry events.
- Awards Leadership: Lead the planning, coordination, and execution of CX’s involvement in the Customer Achievement Awards program, managing nominations, evaluation, and logistics.
- Relationship Building: Partner with customer advocacy communities and external clients to foster relationships that enhance Cisco’s brand and engagement.
- Multi-Format Production: Oversee the production of customer stories leveraging AI across various formats—written case studies, video, podcasts, and quotes—to support sales and marketing.
- Performance Analytics: Measure and report on the impact of storytelling initiatives to demonstrate business outcomes and inform continuous improvement.
- Subject Matter Expertise: Serve as the internal authority on customer advocacy best practices and innovative storytelling strategies.
Required Experience
- Advocacy & Storytelling: Proven experience in customer advocacy, storytelling, or marketing communications within a technology or B2B environment.
- Stakeholder Management: Strong ability to influence and collaborate across multiple global teams and executive levels.
- Project Leadership: Excellent organizational skills to manage complex programs like international awards and global speaking circuits.
- Communication Mastery: Exceptional written and verbal communication skills with a talent for crafting compelling, high-stakes narratives.
- Customer Engagement: Ability to identify, recruit, and coach customer champions to represent Cisco’s value proposition.
- Creative Innovation: A creative mindset with a passion for developing modern storytelling approaches and digital formats.
Desired Experience
- AI & Digital Tools: Familiarity with leveraging AI tools for content creation and workflow optimization.
- Analytical Reasoning: Ability to translate qualitative customer success into quantitative business impact and reporting.
- Regional Awareness: Experience working across diverse markets (AMER, EMEAR, and APJC) and understanding regional business nuances.
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.