Customer Advocacy Strategy Manager Consulting Background

Position: Customer Advocacy Strategy Manager Consulting Background Preferred

Job Description

The Customer Advocacy Excellence Manager will partner closely with the Director of Customer Engagement to operationalize and execute the strategy for a newly established advocacy excellence function, while also performing core Customer Advocate responsibilities.

This role blends strategy execution and operational excellence, taking big ideas and turning them into clear frameworks, resources, and mechanisms that scale across the sales organization. It requires someone who can take an established strategy, bring structure to it, and drive the execution needed to make it real.

To ensure the Excellence Function remains grounded in real customer and executive needs, this role also performs hands‑on advocate responsibilities and models the standards we expect across the advocacy community.

This role is ideal for someone who can take a big idea, bring structure to it, and convert it into scalable mechanisms that elevate how Service Now teams engage with customers and executives.

This role has two core pillars
1. Customer Advocacy Excellence Leadership

Support the development of an advocacy excellence function by building the standards, mechanisms, and resources that elevate how advocates support executive engagements and customer conversations across Sales.

Strategy Execution and Framework Development

• Operationalize the advocate charter, standards, and engagement model.
• Build scalable frameworks and mechanisms that improve executive readiness, storytelling, deal influence, and cross-functional collaboration.

Capability Building and Skill Development

• Strengthen advocate skills through structured learning experiences, resources, and mechanisms that reinforce consistent storytelling, executive preparation, deal clarity, and leadership behaviors.
• Help coordinate and execute advocate learning sessions, community touchpoints, and forums that reinforce shared standards and best practices.

Resource and Tooling Development

• Create and maintain templates, frameworks, and a centralized resource hub used by advocates across the company.
• Build reusable patterns for briefing content, value stories, vision pages, POV outlines, and executive‑engagement assets.

Innovation of Customer Engagement Programs

• Design new executive and customer engagement programs originating from OGCO.
• Translate big ideas into clear, compelling program visions and execution plans that drive impact.

Program Operations and Cross‑Functional Alignment

• Establish operating rhythms, forums, and communication channels that support a consistent advocacy motion.
• Build strong cross‑functional alignment to ensure programs, standards, and mechanisms are understood, adopted, and executed consistently.

2. Customer Advocacy and Executive Engagement

As a Customer Advocate, you will model the behaviors and standards the program intends to scale. Advocates serve as strategic partners to the field and as extensions of their sales leader.

Executive Engagement and Readiness

• Prepare executives with clear, concise narratives that elevate customer moments.
• Shape the value story and create the angle for customer conversations.
• Ensure each engagement builds trust, clarity, and momentum.

Deal Strategy and Momentum Creation

• Coach account teams on deal framing, messaging, stakeholder alignment, and executive presence.
• Bring clarity to ambiguous deal situations and align cross‑functional teams around a cohesive plan.
• Influence deal approach while ensuring ownership stays with the AE team.

Storytelling and Customer‑Facing Deliverables

• Turn complex ideas into clear, compelling storytelling assets that executives can quickly understand.
• Translate Dream Big concepts into narratives that resonate with customers.
• Shape proposals, POVs, and briefing material with high quality and impact.

Cross‑Functional Influence

• Act as a connector across Sales, CS, Product, Legal, OCEO and more
• Identify GTM friction points and propose workflows that increase clarity and decision velocity

Day‑to‑Day Expectations Excellence Function Work

• Serve as a key partner to advocate offices across the company, acting as a primary resource for how to adopt and apply the Excellence Function’s standards, resources, and…