Senior Customer Engagement Manager

vor 4 Wochen

Berlin, Berlin, Deutschland Forto Vollzeit

Senior Project Manager for Customer Advocacy & Community (f/m/d)

Imagine your contributions driving transformation in an industry that significantly influences global prosperity. At Forto, we are dedicated to this mission – revolutionizing logistics. Our aim has always been to simplify international trade. Our rapidly expanding team of logistics and technology professionals works diligently each day to create a transparent, seamless, and sustainable digital supply chain, all while striving for our ambitious goal of achieving climate-neutral operations by 2025.

In our Commercial division, we are committed to leading the logistics revolution by promoting sustainable growth and generating revenue through innovative solutions. We are enhancing our digital presence to offer tech-driven support, unmatched transparency, and outstanding service experiences for supply chains globally.

Your Responsibilities

Cultivating Forto's Customer Community

We are looking for a Senior Customer Advocacy & Community Specialist to lead Forto's customer engagement initiatives, fostering impactful interactions and nurturing advocacy within our community. You will oversee Forto's customer access programs, facilitating valuable connections with clients to improve decision-making and ensure a positive customer journey. The ideal candidate will be passionate about building meaningful customer relationships, driving significant impact, gathering ongoing feedback, and transforming Forto customers into advocates. This position requires experience in customer marketing and/or community management.

Key Responsibilities Include:

Organizing systematic customer interactions, including events, advisory boards, and research activities to collect continuous feedback and insights. Managing Forto's customer access programs, engaging clients in idea generation and early validation of new features and products. Conducting customer outreach and discovery to enhance understanding of customer use cases, platform adoption, and desired outcomes. Mentoring and assisting Forto employees in customer engagement, streamlining efforts, and creating documentation. Establishing infrastructure and processes to effectively sustain customer advocacy and community initiatives. Collaborating cross-functionally with product, sales, marketing, and customer care to identify customers willing to share their stories and participate in market and product research activities. Building direct relationships with customers to act as a trusted liaison within the organization. Supporting the creation and distribution of marketing materials, including customer success stories, webinars, video testimonials, social media content, and more. Crafting compelling customer narratives that provide value to both Forto and our advocates. Developing and maintaining a customer database to effectively track advocacy and research participation.

Qualifications

5+ years of experience in leading customer advocacy and community initiatives in a B2B context. Proven success in securing customer interviews, success stories, and participation in research activities. A passion for developing and refining programs with a focus on operational excellence. Strong storytelling abilities and the capacity to create engaging narratives. Exceptional project management and organizational skills. A proactive, self-sufficient approach with a positive attitude. Experience working collaboratively with cross-functional teams across various business units. Clear and effective verbal and written communication skills. Ability to thrive in a dynamic environment and demonstrate high initiative. Fluency in English and German.

About Forto

An internationally expanding company. Company language: English. 17+ offices across Europe & Asia. 800+ employees from over 30 nationalities. 2500+ customers served.

Our Culture

We are passionate about progress and cannot tolerate stagnation. We continuously seek ways to improve and excel. Forto fosters a sense of belonging, ensuring equal access to opportunities, career growth, and recognition for all. We support a workplace where individuals from diverse backgrounds can thrive while being their authentic selves.

Work-Life Balance

Experience a culture of collaboration and knowledge sharing, with mentoring integrated into our daily practices. We value our work and the challenges it presents, while also recognizing the importance of maintaining a healthy balance with personal life. Thus, we support flexible work arrangements that accommodate family, friends, and well-being. We offer the flexibility to work in a hybrid setup.

Employee Benefits

Sustainability initiatives. Emission offsetting programs. Green energy usage. Organic food options. A paperless office environment. Inspiring office spaces. Flexible working hours. Team and company events. Hybrid work opportunities. Peer learning and mentorship programs. Leadership training and development budget. Comprehensive onboarding program. Visa and relocation support. Remote onboarding options. Buddy program for new hires.

Team Structure

Customer Marketing & Demand Generation

Department Focus

Product, Data, Design

Locations

Berlin, Hamburg

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