• Manage the full lifecycle of a portfolio of enterprise customers. • Proactively identify and monitor account risk — including signals related to adoption gaps, disengaged stakeholders, unresolved issues, or environment instability — and take clear ownership of escalating and driving mitigation. • Identify when customers are underutilizing capabilities that would meaningfully advance their stated goals, and guide them toward fuller adoption. • Build and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor. • Through a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI. • Work closely with sales, marketing, product, and other departments on customer requirements. • Be a customer advocate and the voice of the customer within ControlUp. • Build and maintain a stakeholder map for each account; proactively ensure that the value customers are realizing with ControlUp is being actively surfaced and communicated to the decision-makers, sponsors, and executive stakeholders who need to see it — not just day-to-day users. • Understand customer use cases and work processes to provide the best guidance on how to optimize product usage and unlock the most value. • Some travel required

• Provide friendly, accurate, and timely service to Customers (members/patients, providers, and other stakeholders) through inbound and outbound interactions via phone, email, chat, SMS, video calls, co-browser sessions, and other communication channels. • Actively listen to understand Customers’ needs and concerns and demonstrate empathy and patience. • Help Customers navigate internal processes and available resources to achieve their desired results. • Build rapport and establish trust with Customers to create a positive, personalized experience. • Go above and beyond to exceed Customer expectations and leave a lasting positive impression. • Protect Customers’ privacy, dignity, and Personal Health Information (PHI) at all times and comply with HIPAA and all applicable laws and regulations. • Backup and support other departments (i.e., Claims, UM, Intake, Quality, Care Management, Patient Engagement) and perform a variety of other duties as assigned. • Issue Resolution and Problem Solving: Answer inquiries regarding benefits, claims, eligibility, provider networks, prior authorizations, preventative health promotion, and other healthcare-related topics. Research and resolve complex issues, collaborating with other departments as needed (e.g., Claims, Provider Relations, Utilization Management, Intake, Care Management, Quality, etc.). Take ownership of Customer issues, following through to ensure complete resolution and satisfaction. Proactively identify and escalate recurring issues or trends to management. Document all interactions and resolutions accurately and thoroughly in the appropriate systems. • Research and solve Customer issues and reply to Customer inquiries with friendly, accurate, and timely resolutions. • Healthcare Consumer Education: Educate Customers on plan benefits, policies, and procedures. Clearly and concisely explain complex healthcare information in a way that is easy to understand. Encourage the use of our self-service portal and effectively teach Customers how to navigate and use our portal and other available resources. Empower Customers with the knowledge they need to make informed decisions about their health and benefits. • Outbound Outreach and Program Enrollment: Conduct outbound enrollment outreach, inviting eligible members/patients to join Guidehealth’s care management and care coordination programs. Conduct outbound clinical quality and wellness outreach, including medication refill reminders, blood pressure check-ins, preventive care reminders, gap-in-care closure, and general wellness check-ins. Handle inbound calls from prospective enrollees inquiring about Guidehealth’s care management programs, qualifying interest and guiding them through next steps. Clearly articulate the value, features, and benefits of our programs in plain, customer-centered language, helping Customers understand how participation supports their health goals. Apply consultative listening and persuasion skills to address hesitation, answer questions, and overcome common objections with empathy, patience, and respect for the Customer’s decision. Follow approved scripts, talking points, and call flows while adapting tone and pacing to each individual member. Operate effectively within dialer-based outbound workflows, manage call dispositions accurately, and meet outreach productivity and quality targets. Recognize and appropriately escalate clinical and behavioral health concerns, as well as urgent member needs, identified during Customer interactions. Comply with all applicable outbound calling regulations and policies, including TCPA, state do-not-call rules, and Guidehealth scripting and disclosure standards. (Note: Customer Guides do not close sales transactions or collect payments; the focus is enrollment, education, and customer engagement.) • Compliance and Quality: Actively seek and accept coaching, feedback, and opportunities for professional development from peers, Customer Guide Coaches, Trainers, and Managers. Adhere to all company policies, procedures, and regulatory requirements (e.g., HIPAA). Maintain confidentiality and protect sensitive member information. Meet or exceed individual and team performance goals related to Customer satisfaction (CSAT), first contact resolution, quality, efficiency, attendance, and schedule adherence. Participate in ongoing training and development to enhance skills and knowledge. Contribute thoughtful ideas and suggestions for improvement and promote a positive and collaborative team environment.

• Discover customer business and technical processes/workflows/requirements to build "trusted advisor" relationship and support customers in their digital transformation journey • Develop processes and workflows which allow organisations to adopt and unlock value in Autodesk Construction Cloud • Align with best practices for digital transformation change management, empowering customers to implement process and workflow changes • Partner with Customer Success Managers to implement deliverables within the Customer Success Plan, addressing customer requirements and documenting value delivered • Influence Product Roadmap through demonstrating business impact and working closely with relevant parties to prioritise requirements • Maintain comprehensive industry technologies, trends and challenges to provide insight and guidance required to position the value of ACC • Expert in all possibilities (and limitations) of Autodesk Construction Cloud Platform (Forma), being comfortable to challenge customers' status quo and demonstrate value through technical analysis and demos • Share with team any best practices, competitive information, innovation, success stories and lessons learnt • Use social media networks and public forums to build personal and Autodesk brand to establish credibility and promote solutions

Role Description This position is responsible for strengthening customer relationships, amplifying the voice of the customer, and driving meaningful engagement across the full customer lifecycle. The Customer Marketing Manager, Advocacy & Engagement, leads customer advocacy and community-building initiatives while supporting customer engagement, adoption, and retention programs. This role partners cross-functionally with Customer Success, Sales, Product Marketing, Product Management, Corporate Marketing, and Executive Leadership to build scalable programs that deepen customer engagement, elevate customer voices, and support long-term customer growth and retention. Customer Advocacy and Community - Develop and manage customer advocacy programs to identify, engage, and activate customer champions. - Oversee creation of customer case studies, testimonials, video interviews, and customer-generated content. - Build and maintain a scalable customer reference program to support Sales, Marketing, and business development initiatives. - Create and execute strategies to foster customer engagement and community across digital and in-person channels. - Maintain a centralized library of customer advocacy assets and proof points for enterprise use. - Support review generation and online reputation initiatives to enhance brand credibility. - Assist in planning and management of Customer Advisory Board programs, including recruitment, communications, meetings, and follow-up activities. - Partner with executive stakeholders to incorporate customer insights into strategic planning. - Collaborate with events and marketing teams to develop customer-focused event strategies and engagement experiences. - Support customer events, executive roundtables, user groups, and appreciation initiatives. Customer Engagement and Optimization - Partner with Customer Success and Product Marketing to drive customer engagement, product awareness, and adoption programs. - Support customer communications including nurture campaigns, webinars, newsletters, and educational content. - Develop audience segmentation strategies and targeted engagement initiatives. - Gather and communicate customer insights to inform marketing, product, and customer experience strategies. - Identify opportunities to improve customer satisfaction, loyalty, and retention. - Establish and track KPIs for advocacy, engagement, and customer experience initiatives. - Measure program effectiveness and provide recommendations for optimization. - Report program performance and business impact to leadership. Qualifications - Strong understanding of customer marketing, advocacy, and lifecycle engagement strategies. - Ability to build relationships with customers and cross-functional stakeholders. - Strong project management and organizational skills with the ability to manage multiple initiatives. - Excellent written, verbal, and interpersonal communication skills. - Analytical mindset with ability to track performance and derive actionable insights. - Ability to think strategically while executing tactically in a fast-paced environment. Requirements - 3-5 years of experience in customer marketing, customer advocacy, community marketing, customer success, lifecycle marketing, or related field. - Experience developing and executing customer-facing programs that drive engagement and measurable business outcomes. - Experience developing customer testimonials, case studies, and video-based customer content. - Familiarity with customer review management platforms such as G2, Trustpilot, and TrustRadius. - Experience collaborating across marketing, sales, customer success, and product teams. Benefits - Where required, Data Axle will provide the compensation range for this role upon request. - Please contact us or email us at applicant@data-axle.com to receive compensation and benefits information for this role. Please include the job title and/or job ID of the role you are interested in. Company Description At Data Axle, we are committed to attracting, retaining, and engaging employees from all walks of life. Diversity is an important part of our values and business operations. We are dedicated to creating an inclusive environment that promotes professional development for everyone. - Data Axle does not discriminate on the basis of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status with regard to public assistance, status as a disabled veteran and or Vietnam Era or any other characteristic protected by federal, state, or local law. - All qualified applicants will receive consideration for employment. - Data Axle will provide reasonable accommodation for otherwise qualified disabled individuals.