i found the key responsibilities from my initial JD (role was Director, Customer Marketing & Advocacy):
Key Responsibilities
- Develop and maintain a robust customer journey map to inform customer marketing & advocacy strategy as well as our broader marketing strategy
- Lead and manage customer engagement and communication programs, including ongoing nurture campaigns, newsletters, in-person/virtual events and reference programs
- Build and drive full-funnel customer advocacy programs, including case studies, testimonials, reviews, content contributions, speaking engagements, social activity and gifting
- Drive targeted campaigns to create upsell and cross-sell opportunities
- Maintain customer pocket stories and a customer reference database by product, region and industry vertical
- Collaborate with content and product marketing teams, customer success, and field reps to develop and test customer programs, customer-centric content and drive program adoption
- Assist customer success and field reps in development of relevant programs and toolkits to drive customer engagement and retention
- Adopt a research-driven process to customer marketing with a continuous flow of insights to inform our go-to-market and product strategy; periodically share customer insights with company-wide stakeholders
- Maintain vendor relationships with customer review platforms and drive engagement to position Kong as the leading provider
- Build a strong foundation for the program as an individual contributor first and over time expand by building and leading a team of customer marketers
- Assist in development of success measurement criteria and report regularly on customer health, program results, pipeline and conversation
