Customer Reference Manager

Customer Reference Manager Job Description Template

Our company is looking for a Customer Reference Manager to join our team.

Responsibilities:

  • Work with customer-facing teams to identify and cultivate customer references;
  • Interact with corporate communications and field marketing teams to fulfill customer needs;
  • Implement the systems and processes that are necessary to create a world-class customer reference program;
  • Ensure our customer reference database is current and accurate;
  • Create and maintain in-depth customer profiles and contacts;
  • Maintain accountability for the use of the customer references used by sales and in marketing materials;
  • Manage reference request fulfillment and track reference activity and outcomes;
  • Measure and report on the overall program against business goals – by region, industry, product, etc;
  • Work with sales and customer success to identify top reference accounts and cultivate AuditBoard champions;
  • Oversee and manage the customer reference system, ReferenceView;
  • Coordinate customer interviews and the strategy in addition to managing the internal/external review, approvals and posting process;
  • Develop great relationships with customers and AuditBoard team members;
  • Track use of customer references, including written success studies, quotes, peer-to-peer references, audio, video, and AR/PR contacts;
  • Assist with the creation and management of customer advisory boards, along with engaging customers for peer user reviews and feedback.

Requirements:

  • Impressive organizational and project management skills;
  • Understanding of sales and customer success;
  • Proven history of working with senior management (VP and C-Level) is desired;
  • Experience with customer relationship management systems;
  • Comfortable with influencing and communicating with all levels of an organization;
  • Desire to work in a fast-paced environment and manage multiple projects at once;
  • Experience with ReferenceView or similar reference tool;
  • 3-5+ years of sales or marketing experience in B2B technology industry;
  • Able to multitask and promptly handle ad-hoc requests under tight timeframes;
  • 2+ years experience working in a customer reference role or related discipline;
  • Customer first, detail-oriented personality;
  • Excellent communication, collaboration skills, enthusiastic, intelligent, hard-working, results-oriented;
  • Bachelor’s degree in Marketing, Communications, Business Administration or related area;
  • Experience working with a customer reference program or in a customer-facing role;
  • Fluid communicator who is comfortable talking with customers.