Customer Reference Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee the daily functions of the customer reference program.

• Align customers with potential clients based on their industry, product, use case, and location.

• Utilize usage dashboards, Power BI, and various reporting tools to assess customer adoption and engagement.

• Organize logistics for individual and group reference calls, including outreach, scheduling, preparation of materials, and follow-up processes.

• Develop customer proof points, talking points, and call briefs.

• Gather feedback after calls and analyze trends.

• Coordinate customer reference meetings for company events, which includes preparation for hosts, session descriptions, meeting materials, and on-site logistics.

• Oversee registration and approval processes, ensuring eligible attendees are confirmed.

• Collaborate with customer hosts to facilitate focused discussions that emphasize measurable customer outcomes.

• Identify and enlist new reference customers.

• Keep accurate records of references, including approvals, topics, availability, and participation history.

• Monitor participation levels and manage requests fairly to avoid customer fatigue.

• Source advocates for priority deals, upcoming sessions, and any coverage gaps.

• Incorporate customer references into events, campaigns, and deal support efforts.

• Ensure that approved reference assets are easily accessible for sales teams.

• Engage in cross-functional project teams and program planning.

• Assist sales teams in navigating reference requests and participation procedures.

• Track reference utilization and report on program activities, as well as their impact on the pipeline and deals.

• Maintain dashboards and verify attendee, account, and opportunity data.

• Suggest enhancements for processes, coverage, and reporting based on data analysis.

⛳️ Requirements

• Minimum of 5 years of relevant experience in marketing, customer advocacy, customer marketing, or a similar customer-centric role.

• Bachelor’s degree in marketing, communications, business, or a related field (or equivalent experience).

• Practical experience with customer reference or advocacy programs, or similar program coordination roles.

• Strong project management capabilities.

• Excellent written and verbal communication skills, both professional and clear, including engagement with customers and senior stakeholders.

• Good judgment in applying established processes.

• Resourceful in finding solutions or support when needed.

• Comfortable working with data and tracking systems, including CRM, spreadsheets, and reference platforms.

• Familiarity with SaaS or enterprise technology is advantageous.

• Ability to collaborate effectively across Customer Marketing, sales, product marketing, field marketing, and sales enablement.

• Quick to learn new tools, products, and customer stories.

• Capable of anticipating gaps and risks, proposing practical solutions, and escalating issues proactively.

• Must be located in the United States.

🏝️ Benefits

• Flexible or remote work options available.

• An accessible and inclusive application experience.

• Support for reasonable accommodations during the application process.