Full-Time Customer References Manager

Customer References Manager

As the Customer References Manager on the Customer Advocacy / Customer Marketing team, you will coordinate and manage customer references across regions. You'll work closely with sales, product marketing, and customer marketing to identify, nurture, and amplify customer success.

By building and maintaining a diverse, high-quality reference pool, you'll ensure sales teams have compelling, real-world customer evidence to share with prospects.

1. Customer Identification & Recruitment: Partner with cross-functional teams to identify and onboard new customer advocates.
2. Reference Management: Coordinate reference activities, including customer calls, panels, and events to accelerate sales cycles.
3. Asset Utilization: Collaborate with marketing and sales enablement teams to integrate references into campaigns, collateral, and events.
4. Ongoing Customer Engagement: Build and maintain strong relationships with reference customers to ensure ongoing participation in advocacy efforts.

Detailed Responsibilities:

• Customer Reference Program Management
  • Recruit & Onboard: Expand and diversify the customer reference pool by identifying and engaging new advocates.
  • Alignment with Sales & Marketing: Work closely with sales and marketing teams to ensure reference coverage aligns with business needs.
  • Reference Lifecycle Management: Regularly refresh and update the reference pool to maintain engagement and relevance.
• Reference Call Coordination
  • One-on-One Calls: Match customers with prospects, manage scheduling and logistics, and provide briefing materials.
  • Group Reference Calls: Organize and facilitate group customer reference calls both virtually and in-person at events.
  • Feedback Collection: Gather insights from reference calls to enhance the process and share learnings internally.
• Amplifying Customer References
  • Campaign Integration: Partner with customer marketing, field marketing, and sales enablement to feature references in campaigns and events.
  • Content Management: Ensure reference assets (videos, slides, written success stories) are easily accessible and effectively utilized.
  • Performance Tracking: Measure the impact of customer references on sales and marketing efforts.
• Ongoing Relationship Management
  • Customer Engagement: Maintain positive relationships with reference customers, ensuring they see value in advocacy participation.
  • Burnout Prevention: Monitor participation levels and schedule advocacy activities strategically.
  • Advocacy Growth: Identify new opportunities for customers to engage, such as speaking opportunities or advisory board participation.

Experience:

• Leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving.
• Proven track record managing or contributing to a large-scale customer reference or advocacy program.
• Collaboration & Stakeholder Management
• Project Management
• Storytelling & Communication
• Relationship Building
• Data-Driven Approach

Skills

• Excellent communication and interpersonal skills.
• Strong project management skills.
• Proven ability to influence and collaborate effectively with diverse teams.
• Data-driven approach to decision-making.
• Experience with customer relationship management (CRM) tools.
• Experience with sales enablement.

Location: Austin, Texas

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