Global Customer Reference Fulfillment Manager

Job Title : Global Customer Reference Fulfillment Manager

Worksite Type : 100% Remote

Location : USA 100% Remote

Duration : 3-4 months with possible extension

Shift : General morning shift (Manager will disclose)

Actual Job Title :

CRM Marketing Manager

About The Role

We are looking for a talented marketing professional who is undeniably great at engaging with customers to coordinate connections. Ultimately, your purpose is this : Plan, develop, execute, manage and create strategies to be an ultimate matchmaker - evolving the customer reference program to influence sales and ensure optimal customer reference-ability and advocacy. You have a proven track record of charisma with customers and sales organizations while collaborating cross functionally on the planning, execution and ongoing customer reference fulfillment. You're empathetic, supportive and recognized for having impressive organizational and project management skills. You have stellar interpersonal and communication skills, are energized by creating connections between customers and have a roll-up-your-sleeves attitude to get creative when faced with constraints. You will report to the Senior Vice President of Global Customer Advocacy.

Our Team Mission

Our mission is to convert our customers to advocates for life. We capture and amplify their stories for they are the heroes of our story and our most powerful sales and marketing asset. We grow an active and enthusiastic community of advocates that fuel smart strategies, bold innovations and big results for us and each other by sharing ideas and lessons learned in customer and employee experience. We measure our success in pipeline and booking influence, customer program engagement / feedback, advocacy community / reference participation and customer lifetime value

How We Work

Our marketing team is highly collaborative. We embrace change, work hard, trust each other, focus on progress over perfection and prioritize what moves the needle. To go big, we say no to the status quo and try new things constantly. We dare to fail, listen, learn and grow as a team to continuously raise the bar. We are a corporate family. We thrive on openness, authenticity, caring and belonging.

Your Future Day-To-Day Responsibilities

• Manage, monitor, and optimize the customer reference program to supplement and benefit ongoing sales and marketing efforts globally.
• Build, nurture, and maintain relationships with referenceable customers to ensure the effective use of customers as references per their profiles and expectations.
• Own the references program solution managed through Salesforce and Influitive - including being the main administrator of the technology in relation to the Reference Program.
• Grow and manage a pool of referenceable customers. Developing strategic methods to increase the pool of referenceable customers in collaboration cross-functionally.
• Maintain and update users, referenceable customer profiles within Salesforce / Influitive.
• Promote the Customer Reference Program and follows reference fulfillment best practices, workflow and solution to increase efficiency and effectiveness.
• Collect and curate customer reference assets to build a collection of approved company logos, quotes and success story assets to grow a self-service library of reference assets .
• Based on knowledge of referenceable customers, identifie candidates and secures participation for recorded reference forums and customer site visits.
• Communicate with sales to gain buy-in, understanding and participation in the Customer References program.
• Measure and monitor current state of customer reference program to identify critical gaps and develop a plan to address them. This includes measuring and analyzing the impact of Customer Reference program on sales cycles. Monitors reports and dashboards to demonstrate progress and identify needs and results. Provides regular reports to leadership with data reporting and analysis.

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