Job Details

Evidence Specialist

Location: Remote (US)

Work Hours 8am - 5pm PST

• Preferred candidates will have:
  
  • 3-5 Years of related Customer Advocacy Program experience
  • Prior marketing agency experience preferred
  • Project and program management experience
  • Proven ability to follow SOPs and adhere to set SLAs
  • Hands-on experience with Azure DevOps (ADO) or similar project tracking tools; familiarity with Microsoft Teams and Outlook.
  • Strong communication skills: Comfortable coordinating with multiple stakeholders and leading meetings
  • Proactive mindset: Identify process improvements and shares insights with leadership

Role Summary: This role focuses on managing customer story nominations from start to finish; tracking progress, coordinating with stakeholders, and ensuring everything follows the right process. The ideal candidate is organized, communicates well, and has experience using tools like Azure DevOps and Microsoft Teams. It's a great fit for someone who enjoys planning, problem-solving, and working in a fast-paced environment.

The Evidence Specialist serves as a key member of the Global Customer Advocacy team by managing the communication between nominators and requestors throughout their advocacy experience while ensuring adherence to the standard operating procedure (SOP).

The Evidence Specialist is responsible for managing nominations through the triage process-from the beginning stages of the nomination all the way through submission to production. This role adheres to predetermined service level agreements (SLAs) and follows the defined SOP while ensuring proper communication with key stakeholders. The Evidence Specialist also seeks opportunities to gain efficiencies in the SOP and shares insights with the Team Lead.

Day to Day

• Manage reactive recruitment, proactive recruitment leads, and the evidence nominations pipeline by adhering to the SOP and ensuring SLAs are met.
• Maintain evidence nominations via MaSH (internal tool) by updating the progress of each nomination.
• Conduct and manage outreach and follow-up with reference account owners or nominators via email and Teams.
• Schedule and lead evidence nomination Production Readiness Review (PRR) meetings.
• Submit evidence nominations into production via MaSH.

Weekly

• Manage the pipeline of evidence nominations via ADO while maintaining updated worklogs.
• Ensure timely responses to all nomination-related emails with stakeholders.
• Schedule and lead SRB meetings for nominations.
• Work a minimum of 10 proactive leads each week / 40 leads per month (may vary based on SOW or backlog).
• Attend all relevant internal and client meetings.
• Record time daily and submit completed timesheet by close of business each Friday.

Monthly

• Work a minimum of 40 proactive leads (may vary depending on SOW or backlog).
• Contribute to Monthly Business Review (MBR) reports as directed by Delivery or Team Lead.

Quarterly

• Contribute to Quarterly Business Review (QBR) reports as directed by Delivery or Team Lead.
• Participate in Microsoft Designit Team and Designit Global/Regional townhalls.
• Complete all assigned training programs and compliance requests in a timely fashion.
• Participate in peer and self-review audits leading into bi-annual performance evaluations.

We would like you to have...

• 3-5 years of experience in program coordination, project management, or customer advocacy.
• Strong organizational skills and ability to manage multiple tasks and communications.
• Familiarity with tools like ADO (Azure DevOps), MaSH, Microsoft Teams, and Outlook.
• Experience leading meetings and collaborating with cross-functional teams.
• Understanding of SOPs and SLAs, with a track record of following structured processes.
• Excellent written and verbal communication skills.
• Proactive approach to identifying process improvements and sharing insights.
• Ability to thrive in a fast-paced, deadline-driven environment.
• Experience contributing to business reviews and performance evaluations is a plus.