Customer Reference Specialist

🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Run the day-to-day operations of the customer reference program • Match customers with prospects based on industry, product, use case, and region • Use usage dashboards, Power BI, and reporting tools to verify customer adoption and usage • Manage logistics for one-on-one and group reference calls, including outreach, scheduling, briefing materials, and follow-up • Prepare customer proof points, talking points, and call briefs • Collect post-call feedback and identify trends • Coordinate customer reference meetings for company events, including host preparation, session descriptions, meeting materials, attendee communications, and on-site logistics • Manage registration and approval workflows and confirm eligible attendees • Partner with customer hosts to shape focused discussions highlighting measurable customer outcomes • Identify and recruit new reference customers • Maintain accurate reference records, including approvals, topics, availability, and participation history • Monitor participation levels and distribute requests fairly to prevent customer fatigue • Source advocates for priority deals, upcoming sessions, and coverage gaps • Bring customer references into events, campaigns, and deal support • Ensure approved reference assets are easy for sales teams to find and use • Participate in cross-functional project teams and program planning • Guide sales teams through reference request and participation processes • Track reference usage and report program activity and impact on pipeline and deals • Maintain dashboards and validate attendee, account, and opportunity data • Recommend process, coverage, and reporting improvements based on data

🎯 Requirements

• 5+ years of related experience in marketing, customer advocacy, customer marketing, or a similar customer-facing program role • Bachelor’s degree in marketing, communications, Business, or a related field (or equivalent experience) • Hands-on experience with customer reference or advocacy programs, or comparable program coordination work • Strong project management skills • Clear, concise, professional written and verbal communication, including with customers and senior stakeholders • Sound judgment in applying established processes • Resourcefulness to find answers or support when something is missing • Comfort working with data and tracking systems, including CRM, spreadsheets, and reference platforms • Familiarity with SaaS or enterprise technology is a plus • Ability to collaborate across Customer Marketing, sales, product marketing, field marketing, and sales enablement • Ability to learn new tools, products, and customer stories quickly • Ability to anticipate gaps and risks, propose practical solutions, and escalate issues early • United States work location

🏖️ Benefits

• Flexible or remote work persona • Accessible and inclusive application experience • Reasonable accommodation support during the application process

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