Responsibilities

• Customer community delivery and execution: Partner with other members of the Customer Advocacy team to support the full lifecycle of CACs, PAGs and UGs from strategy and planning through execution, follow-up, reporting and value realization
• Act as a trusted advisor to executive sponsors and senior leaders
• Drive consistency, scalability and excellence across all customer community engagements
• Establish clear objectives, success criteria, milestones and owners in conjunction with key stakeholders
• Program and project management: Manage complex, multi-stakeholder initiatives with strong attention to development timelines, dependencies and deliverables
• Establish standardized meeting and event preparation, facilitation and post-engagement follow-up processes across all community engagements
• Track all actions to ensure activities are documented, assigned, tracked and closed within defined SLAs
• Follow up with internal stakeholders to support completion of agreed next steps
• Data, analytics and insights: Create and lead internal communities of practices to facilitate sharing of best practices across regional leaders
• Define, implement and manage success metrics for customer communities and events (e.g., NPS, participation rates, engagement trends, closed-loop actions) in conjunction with community owners
• Develop and publish quarterly customer community impact reports, including scorecards, trend analysis and business outcomes
• Build and maintain dashboards (e.g., advanced Excel, Power BI, Salesforce) for real-time monitoring and executive reporting
• Translate qualitative and quantitative feedback into clear, actionable recommendations with measurable impact
• Stakeholder engagement: Lead the planning of high-impact customer community engagements with strong attention to detail across agendas, speakers, materials logistics and follow-up
• Partner closely with product management, sales, product marketing, delivery and leadership teams to ensure customer insights and event outcomes inform decision-making
• Ensure clear executive sponsorship, governance and accountability for community-driven initiatives
• Membership and community management: Own and maintain accurate membership rosters for all CACs, PAGs and UGs
• Manage member onboarding, offboarding, invitations and communications with consistency
• Ensure data integrity across membership lists, attendance tracking and engagement records
• Communication and executive presentation development: Develop executive-ready presentations and materials, including PowerPoint decks, readouts, scorecards and insight summaries

Requirements

• Bachelor’s degree or equivalent practical experience
• Experience leading customer communities, advisory councils, customer events, customer success or stakeholder engagement programs
• Demonstrated ability to engage and influence executive-level internal and external stakeholders
• Advanced proficiency in Excel, data analysis and performance reporting
• Experience building dashboards and analytics using tools such as Power BI and CRM platforms (Salesforce preferred)
• Strong project management skills with the ability to manage multiple initiatives and events at scale with a high attention to detail and operational excellence
• Demonstrated experience developing executive presentations, including advanced PowerPoint skills
• Exceptional written and verbal communication skills, with the ability to synthesize complex insights for executive audiences
• Must be legally authorized to work in the United States without requiring sponsorship now or in the future

Preferred

• Salesforce experience/CRM platforms preferred
• Power BI experience preferred (or similar dashboard tools)

Benefits

• Hybrid role
• Based in Charleston
• Flexible work model to support wellbeing, productivity, individual work styles, and life circumstances
• Inclusive environment where everyone can thrive