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.