Director, Voice of the Customer Programs

Extreme Networks•North Carolina, United States, NC

About The Position

Customers are our most credible advocates and one of our greatest competitive advantages. As Director, Voice of the Customer Programs, you will lead a strategic program that captures customer insights, elevates customer voices, and transforms customer success into a powerful driver of growth. Partnering with Sales, Marketing, Product Management, Customer Success, Communications, and Executive Leadership, you'll build programs that strengthen customer relationships, influence product and go-to-market strategy, generate compelling customer stories, and activate advocates who accelerate sales, brand awareness, and market credibility.

Requirements

15+ years of experience in customer advocacy, Voice of the Customer, customer marketing, communications, PR, or enterprise B2B marketing.
Proven experience building executive customer relationships and scalable advocacy programs.
Exceptional storytelling, writing, and communication skills.
Experience developing customer content across video, digital, social channels.
Understanding of Extreme's products, solutions, and enterprise technology landscape.
Outstanding project management and organizational skills, with the ability to influence across a highly matrixed global organization.

Nice To Haves

You understand that great customer programs are about more than telling stories—they influence strategy, build credibility, and accelerate growth.
You are a strategic thinker who understands how customer advocacy drives business results.
You are a creative storyteller who uncovers compelling customer successes and turns them into impactful content.
You are an exceptional relationship builder who earns trust with customers and executives alike.
Organized, disciplined, and able to manage multiple high-profile initiatives simultaneously.
A collaborative leader who thrives in a fast-paced, cross-functional environment and consistently delivers with excellence.

Responsibilities

Lead the Voice of the Customer Strategy: Develop and execute the global Voice of the Customer strategy to capture customer insights, amplify customer success, and influence product, marketing, communications, and go-to-market initiatives.
Establish KPIs to measure customer engagement, advocacy, content performance, and business impact.
Create scalable programs that identify, develop, and nurture long-term customer advocates.
Lead Executive Customer Engagement: Own the strategy, planning, and execution of Extreme's Executive Advisory Board in partnership with Sales, Product Management, Product Marketing, and Premier Services.
Recruit executive customer participants, develop compelling agendas, facilitate engagement, and ensure insights drive meaningful business action.
Build trusted relationships with executive customers and create opportunities for ongoing collaboration.
Bring Customer Stories to Life: Build and manage a steady pipeline of customer content, including written and video case studies, customer spotlight stories, social media campaigns, executive interviews, event presentations and keynote content, sales enablement assets, and PR, analyst, and earnings call customer references.
Identify creative storytelling opportunities that highlight innovation, measurable business outcomes, and customer success.
Enable Strategic Customer Advocacy: Partner with Sales and Field Marketing to identify and activate customer advocates for strategic opportunities.
Manage executive customer reference programs that support major deals while delivering an exceptional customer experience.
Secure customer speakers for flagship events including Connect, AI Summit, webinars, and industry conferences.
Collaborate Across the Business: Partner with Communications, PR, Social Media, Brand, Product Marketing, Customer Success, and Sales to integrate customer insights and stories into campaigns, product launches, executive communications, analyst engagement, and thought leadership.
Serve as the central point of coordination for customer advocacy initiatives across the organization.