Customer Advocacy Manager

Customer Advocacy Manager 

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.

Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

We are looking for a Customer Advocacy Manager to help bring Upwork’s product to life through customer stories and by showcasing the transformative opportunities that our work marketplace unlocks. Customer stories are at the heart of so much of what we do, from integrated brand campaigns to product launches to customer events. In this role, you’ll help identify, nurture, and amplify the voices and experiences of our most passionate clients and talent. You’ll be a key partner to multiple teams, working in lockstep with them to source and develop compelling advocates and customer stories and identify the right moments for them to shine.

This role is highly visible and cross-functional, requiring regular communication with Marketing, Sales, and teams across Upwork, as well as a deep understanding of their priorities, goals, and unique segment of the business. To succeed, you need to be a strategic thinker and relationship builder. You must embody a solutions-first approach, find new and creative ways of highlighting customers and fulfilling requests, and be proactive in surfacing stories of customer success to spark ideas and inspiration among your partners.

Your responsibilities

• Support key initiatives, including integrated marketing campaigns, brand activations, product launches, and other projects by collaborating with cross-functional colleagues to identify the most relevant customer stories and the right moments and channels to promote them. Intake, prioritize, and fulfill multiple requests simultaneously. At the same time, serve as a consultative and strategic partner by proactively identifying and sharing amazing customer stories outside of direct requests to help others understand how their programs and projects can benefit from customer storytelling.

• Liaise with customers and internal teams to develop marketing and sales assets and materials, including case studies, customer videos, testimonials, and quotes. Coordinate advocate participation in activities such as reference requests, virtual and in-person events, social media campaigns, PR, and investor relations opportunities. 

• Build a community of Upwork customers who meet …