Customer Advocacy Director

Who are we?

Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix’s trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.

Job Summary

As the Customer Advocacy Director, you will be pivotal in transforming satisfied customers into enthusiastic advocates for our brand. You will lead the creation and management of our regional Customer Advocacy and Customer Advisory Board (CAB) team, focusing on showcasing success stories, nurturing loyalty, and driving growth through public references. You will work cross functionally to identify creative ways to promote our customer stories through various channels. Candidates should possess a keen sense of observation and an innate ability to connect with customers on a deeper level, translating their needs into actionable advocacy strategies.

Responsibilities of the Customer Advocacy Director

• Advocacy Program Development: Design and implement a comprehensive customer advocacy program which identifies, nurtures, and leverages customers as advocates and provides a feedback loop for the company.
• Customer Advisory Board Program Development: Lead and drive Customer Advisory Boards (Regional & Local) to foster strong relationships and gather actionable insights from advocates.
• People Leader: Manage the AMER & EMEA Customer Advocacy & CAB team and support their deliverables as well as your own. Align with APAC CAB team to ensure a seamless customer experience.
• Customer Engagement: Build and maintain strong relationships with customers, understanding their needs and success stories.
• Customer Reference Service: Manage a customer reference incentive program to deliver expertise in matching customer references with prospects.
• Identify Advocates: Identify potential customer advocates within our client base and work collaboratively with the global sales team to engage and nurture them.
• Advocacy Campaigns: Develop and execute advocacy campaigns, including case studies, testimonials/videos, and success stories, to showcase how our products and services have positively impacted our customers.
• Advocate Community: Establish and manage a customer advocate community by leveraging the CAB members, fostering peer-to-peer interactions and knowledge sharing.
• Feedback Collection: Bring feedback from CAB meetings to key stakeholders inside the company to impact roadmap, innovation and strategy. Provide a feedback loop, bring closure to any open items which impact the customer.
• Reporting: Track and report on the impact of the customer advocacy program, including progress against the sales incentive program, ongoing support for earnings citations, customer references for PR, sellers & C-level opportunities.
• Collaboration: Collaborate with cross-functional teams, including Product Solutions Marketing, Corporate Marketing, Investor Relations, PR, CRO, to align advocacy efforts with company goals.
• Trusted Advisor: Serve as the internal ambassador for the program, facilitating ongoing communication and education regarding its objectives and benefits to both our customers and the organization.

Customer Advocacy Director Requirements

• Bachelor’s degree in marketing, business, or a related field.
• 12+ years of proven experience in customer advocacy, customer reference, customer success or customer-facing marketing roles in a B2B company.
• Proven track record of successfully leading and managing customer advocacy programs that yield measurable results.
• Supportive leader, mentor and always puts ‘we before me’
• Customer-centric mindset with an intuitive ability to prioritize customer needs
• Excellent communication and relationship-building skills with C-level and beyond.
• Strong project management abilities to execute advocacy campaigns effectively.
• Ability to gather and analyze data to measure advocacy program impact.
• Self-motivated with a passion for building and nurturing customer relationships.
• Tech-savvy and quick learner (i.e. Microsoft Office, Smartsheets, Salesforce, CRM tools)
• Exceptional organizational skills and attention to detail.

The United States targeted pay range for this position in the following location is / locations are:

• San Francisco, CA / Bay Area: $198,000 to $298,000 per year

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

This position may be offered in other locations. Your recruiter can share more about the specific pay range for your preferred location during the hiring process.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

As an employee, you become important to Equinix’s success. Details about our company benefits can be found at the following link:

USA Benefits eBook

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

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