Global Customer Reference Program Manager

1 day ago

San Francisco, California, United States CapLeo Global Full time
About the Role

We are seeking a highly skilled and experienced professional to lead our customer reference program, driving sales and marketing efforts globally. As a key member of our marketing team, you will be responsible for developing and executing strategies to engage customers, build relationships, and leverage customer references to drive business growth.

Key Responsibilities
  • Develop and implement a comprehensive customer reference program to support sales and marketing efforts
  • Build and maintain relationships with referenceable customers to ensure effective use of customers as references
  • Manage and optimize the customer reference program using Salesforce and Influitive
  • Grow and manage a pool of referenceable customers, developing strategic methods to increase the pool of referenceable customers
  • Promote the Customer Reference Program and follow reference fulfillment best practices to increase efficiency and effectiveness
  • Collect and curate customer reference assets to build a collection of approved company logos, quotes, and success story assets
  • Identify and secure 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 the current state of the customer reference program to identify critical gaps and develop a plan to address them
Requirements
  • 5+ years of relevant customer experience industry, sales, marketing, or customer success expertise
  • Bachelor's degree in business, communications, marketing, regional studies, or equivalent
  • CRM and customer reference platform experience (Salesforce and Influitive are preferred)
  • Demonstrated excellent written, verbal, and visual communication skills
  • Strong interpersonal skills and ability to earn trust and respect from sales and customers, combined with ability to influence others and work collaboratively with other departments
  • Proven ability to manage and prioritize workload, projects, and many reference requests at one time while consistently delivering requests on time and by SLA
  • High energy, detail-oriented team player
  • Demonstrated ability to take initiative, lead by example, and achieve extraordinary results
  • Demonstrated interest in continuous education to ensure program and skillset is best in class
  • Specific experience in the CX industry or in leading Customer Reference Programs is preferred

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