Global Head of Customer Advocacy

2 weeks ago

London, Greater London, United Kingdom BlueOptima group Full time
About BlueOptima

BlueOptima is a pioneering company that empowers organizations with transparency, collaboration, and accountability. We provide businesses with objective, data-driven insights into developer efficiency, reflecting our own values of openness and trust.

We are a dynamic team comprising ambitious individuals who strive to constantly improve and work together to achieve our ambitious goals. Our genuine family-feel working relationships lead to a collaborative culture of learning, autonomy, and high performance.

Our Product
BlueOptima offers industry-leading metrics in software development using our proprietary Coding Effort Analytics, enabling Fortune 500 companies to deliver better software faster and more efficiently.

We operate globally, with offices in London (our HQ), Mexico, India, and the US, employing over 90+ people from diverse backgrounds and nationalities speaking over 25 languages.

Job Description: Global Head of Customer Advocacy

In this exciting role, you will report directly to the CEO and form part of our executive leadership team. You will collaborate with other key stakeholders to develop and execute a customer advocacy strategy prioritizing customer needs and ensuring desired outcomes with our products and services. You will be responsible for leading and growing the customer advocacy team while working closely with sales, marketing, and product teams to identify opportunities to enhance customer satisfaction and retention, as well as new revenue streams aligned with customer requirements.

Your responsibilities include:

  • Owning and scaling up the Customer Advocacy team, aligning them with related departments to drive successful customer stories that can be quantified.
  • Establishing and maintaining a culture of mutual accountability between the Customer Advocacy team and customers. Advocate for customer needs and rally resources to support them when necessary.
  • Managing a high-performing customer advocacy team of 7 passionate about delivering exceptional customer experiences.
  • Increasing product adoption, user retention, and customer satisfaction while actively developing churn reduction strategies.
  • Developing and implementing processes to measure and improve customer satisfaction and retention, utilizing customer feedback to drive continuous improvement across the organization.
  • Collaborating with the sales, marketing, and product teams to identify opportunities for upselling, cross-selling, and new revenue streams aligned with customer needs and goals to increase ROI.
  • Improving existing customer success metrics and reporting to provide visibility into the health of our customer base and help us identify opportunities to enhance our customer experience.
  • Working with other teams to ensure seamless customer onboarding and ongoing support, driving customer advocacy across the entire customer journey.
  • Continuous operational improvement: Implementing processes and initiatives to continuously improve the effectiveness and efficiency of the customer advocacy function, such as implementing new processes or methodologies, streamlining workflows, or optimizing resource allocation.

To succeed in this role, you must have:

  • At least 7 years of experience in customer advocacy, account management, or related fields, with a strong track record of delivering exceptional customer experiences.
  • A deep understanding of SaaS business models and customer advocacy best practices, with a passion for staying up-to-date with the latest trends in the industry.
  • A deeper domain knowledge of engineering departments and current trends (e.g. SDLC, CI/CD, Agile, DORA, Quality Metrics, and similar).
  • Experience working with enterprise-level customers, with a proven ability to build and maintain strong relationships with key stakeholders.
  • Excellent communication and interpersonal skills, with a customer-first mindset and a passion for building strong customer relationships at the executive level of Fortune 500 companies.
  • Strong analytical and problem-solving skills, with an ability to use data to identify trends and risks in account health, make decisions, and drive continuous improvement.
  • An ability to work in a fast-paced, dynamic environment, and to prioritize and manage multiple projects and initiatives simultaneously.

You may also find it beneficial to have:

  • Experience in software development or related technical fields to become a trusted advisor to our client's senior management.
  • Successfully planned and delivered cross-selling and expansion strategies.
About the Role

This is a full-time position offering a competitive salary range of $120,000 - $180,000 per annum, depending on experience. The ideal candidate will be based in London, UK.

We offer a dynamic work environment with opportunities for growth and professional development. As a member of our team, you will enjoy:

  • A global perspective and exposure to various cultures.
  • Rapid career growth and the opportunity to contribute significantly to the company's success.
  • The freedom to create your own success story in a high-performance environment.
  • Training programs and Personal Development Plans tailored to each employee's needs.
  • A generous holiday package including 32 days off per year, plus bank holidays.
  • A work-from-home equipment allowance.
  • Flexible work arrangements, including remote work options.
  • Paid maternity and paternity leave.
  • A pet-friendly office environment.
  • Sponsored learning opportunities.
  • Visa sponsorship and relocation packages for eligible candidates.
  • Team social events.

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