Mindlance
Customer Marketing Manager, References
Mindlance, San Francisco, California, United States, 94199
Job Brief:We're looking for a highly-talented Customer Marketing Manager, References to join the Customer Marketing team which serves to elevate the voice of the customer to empower and activate a community of advocates who share their stories with the world. In this role, you will help manage and scale a world-class customer reference program that activates champions who expand their relationships, and help to attract and convert new business.
As the Customer Marketing Manager, References, you'll partner across Sales, Customer Success, and Marketing team with KPIs of identifying, engaging, and activating customer references that directly influence net new and expansion revenue, increase win rates, and accelerate the Sales cycle. The ideal candidate will have experience in customer marketing and advocacy and the ability to organize and drive large cross-functional programs in a fast-paced setting. Here, you will blend high level, critical-thinking skills with more tactical operational activities. This position reports into the Manager, Customer Advocacy on the Customer Marketing team and will be based in any of our U.S. or Canadian offices or work remotely from those regions. We're looking for someone to join us immediately.
Responsibilities:
Manage the daily operations of Client's Global Customer Reference Program including regular fulfillment of reference requests from the Sales and Customer Success teams with processes to support closing net new, cross-sell, and expansion deals.Accountability to KPIs for influenced pipeline and revenue, new references, with a particular focus on identifying gaps in the customer reference database by solution, persona, company type, regions, and outcomes, and developing strategies and tactics to close these gaps.Collaborate with cross-functional teams across all go-to-market functions to ensure a seamless customer reference experience for both buyers and sellers.Develop and execute training programs to increase internal buy-in and use of the Customer Reference Program by Sales, Customer Success, and International teams that directly influences net new, cross-sell and expansion revenue for the business.Manage all technical aspects of the Customer Reference Program from strategy development to process and system implementation. You will be responsible for reference tracking and database integrity within our CRM and regular reporting of business impact to leadership on program outcomes.Strategically source new customer references throughout the customer lifecycle via Customer Success, Customer Surveys, at Client's annual Groundbreak conference, online software review sites, and more.Support the Customer Marketing & Advocacy Team by identifying reference candidates for activation into case studies, testimonials, online reviews, speaking engagements, and more.Combine high-level strategic thinking with hands-on operational tasks to accelerate and scale the next phase of Client's global customer reference program
Requirements:
Bachelor's degree preferred or equivalent work experience required2-4 years of work experience executing customer marketing initiatives, including experience with reference program managementExperience in a customer-facing role, with a passion for and understanding of the customer experienceAn analytic mindset and skills to measure performance with a data-driven approach to decision making, including be able to analyze what's working and what's not, and optimizing programs to maximize effectivenessAbility to effectively utilize time and project management skills to coordinate multiple priorities and ensure timely completion of projectsYou have great relationship building skills and a desire to build strong alliances with customers and internal teamsYou believe in ownership of your role, possess a can-do attitude, and take initiative to deliver results that support business objectivesAbility to perform in a fast-paced environment, think quickly, and execute multiple projects simultaneously
Must Haves
2-4 yrs exp executing customer marketing initiatives, including exp in reference program managementAn analytic mindset and skills to measure performance with a data-driven approach to decision makingAbility to effectively utilize time and project management skills to coordinate multiple priorities
As the Customer Marketing Manager, References, you'll partner across Sales, Customer Success, and Marketing team with KPIs of identifying, engaging, and activating customer references that directly influence net new and expansion revenue, increase win rates, and accelerate the Sales cycle. The ideal candidate will have experience in customer marketing and advocacy and the ability to organize and drive large cross-functional programs in a fast-paced setting. Here, you will blend high level, critical-thinking skills with more tactical operational activities. This position reports into the Manager, Customer Advocacy on the Customer Marketing team and will be based in any of our U.S. or Canadian offices or work remotely from those regions. We're looking for someone to join us immediately.
Responsibilities:
Manage the daily operations of Client's Global Customer Reference Program including regular fulfillment of reference requests from the Sales and Customer Success teams with processes to support closing net new, cross-sell, and expansion deals.Accountability to KPIs for influenced pipeline and revenue, new references, with a particular focus on identifying gaps in the customer reference database by solution, persona, company type, regions, and outcomes, and developing strategies and tactics to close these gaps.Collaborate with cross-functional teams across all go-to-market functions to ensure a seamless customer reference experience for both buyers and sellers.Develop and execute training programs to increase internal buy-in and use of the Customer Reference Program by Sales, Customer Success, and International teams that directly influences net new, cross-sell and expansion revenue for the business.Manage all technical aspects of the Customer Reference Program from strategy development to process and system implementation. You will be responsible for reference tracking and database integrity within our CRM and regular reporting of business impact to leadership on program outcomes.Strategically source new customer references throughout the customer lifecycle via Customer Success, Customer Surveys, at Client's annual Groundbreak conference, online software review sites, and more.Support the Customer Marketing & Advocacy Team by identifying reference candidates for activation into case studies, testimonials, online reviews, speaking engagements, and more.Combine high-level strategic thinking with hands-on operational tasks to accelerate and scale the next phase of Client's global customer reference program
Requirements:
Bachelor's degree preferred or equivalent work experience required2-4 years of work experience executing customer marketing initiatives, including experience with reference program managementExperience in a customer-facing role, with a passion for and understanding of the customer experienceAn analytic mindset and skills to measure performance with a data-driven approach to decision making, including be able to analyze what's working and what's not, and optimizing programs to maximize effectivenessAbility to effectively utilize time and project management skills to coordinate multiple priorities and ensure timely completion of projectsYou have great relationship building skills and a desire to build strong alliances with customers and internal teamsYou believe in ownership of your role, possess a can-do attitude, and take initiative to deliver results that support business objectivesAbility to perform in a fast-paced environment, think quickly, and execute multiple projects simultaneously
Must Haves
2-4 yrs exp executing customer marketing initiatives, including exp in reference program managementAn analytic mindset and skills to measure performance with a data-driven approach to decision makingAbility to effectively utilize time and project management skills to coordinate multiple priorities