THE ROLE :
As a Customer Reference Program Manager, you will be responsible for managing and growing a compelling customer reference and advocacy program.
This role will be at the heart of all global customer - centric activities. The Customer Reference Program Manager will develop, manage, and execute the reference and advocacy program by nurturing our customers, providing timely references and fostering a vibrant peer review community.
The program includes building impactful case studies and video testimonials in support of sales, analyst relations, events, press releases and other marketing activities.
The Customer Reference Program Manager will be part of the marketing team but will also work alongside sales and customer success managers.What will you do?
Help manage the worldwide customer reference program, working cross-functionally between sales, customer success, product, and marketing teams to identify, develop, and engage reference customers
Create, grow, and manage a healthy community of reference customers
Create content of various types (written case studies, customer testimonial videos, presentation slides, etc.) based on our customer’s experiences and successes
Serve as a Program Manager for Customer Advisory Boards (CABs) and similar programs, by developing and managing engaged board membership, planning and facilitating CAB meetings, and reporting on effectiveness
Activate (ensuring utilization of) reference customer relationships, related content and interactions to positively impact sales and marketing activity, product development and the customer’s career and organization
Manage customer reference relationships and create in-depth customer profiles and contacts
Stimulate, nurture, and curate review activity on peer review sites and communities such as Gartner Peer Insights
Align with sales, marketing, and product management teams to understand their requirements and advise on how / when to best use references
Support and provide input to sales, marketing, and product management deliverables including peer to peer networking, event speaking opportunities and 1 : 1 reference calls
Manage reference requests by tracking reference activity and outcomes
Identify and track potential customer success stories from the reference program and other sources.
Define customer reference metrics, goals and benchmarks through tracking and reporting progress
Report outcome metrics for strategic customer engagement. Foster and promote long-term, mutually beneficial customer relationships.Who are you?
A customer centric professional with a background in customer marketing
Prior experience working in a similar position involving customer references in the B2B technology or telecommunications industry
Ability to build relationships with customers in reference programs
Preferred experience in working with peer review sites and communities such as Gartner Peer Insights, etc.
Strong project and program management skills
Excellent verbal and written communication skills
Strong presentation skills
A pro-active mindset and the ability to prioritize and adapt in a fast-paced organization
Excited to build a world class program and desire to own and refine key operational processes.
EEO (Equal Employment Opportunities) Statement :
Expereo is an Equal Opportunities employer that aims to support and celebrate every employee that comes through our doors.
We respect and support all our people regardless of background, religion, nationality, sexual orientation, age, or physical condition
We provide a fast-paced, multicultural office environment that rewards hard work and team players. Our positive and inclusive company culture ensures that our teams are happy, support each other, and are committed to providing our customers with quality work.