Recruit and manage reference relationships for prospective and current customers
Create and maintain in-depth customer database and contacts
Manage reference request fulfillment and track reference activity and outcomes
Drive opportunities for promotion and broad-based leverage of customer success assets
Interface with sales to analyze their strategy and advise them on how/when to use references
Increase program adoption and visibility
Own and lead initiatives working cross functionally with teams to increase the pool of referenceable customers and increase the program effectiveness
Produce monthly/quarterly reporting and regular communications to stakeholders
Foster and promote long-term, mutually beneficial customer relationships
Articulate the value of the program to internal and external stakeholders

Prior experience working within customer success (references)/ customer marketing, influencers, and/or peer communities
Prior exposure and experience of reference program would be a great asset
Experience working in B2B enterprise software and services preferred
Prior experience utilizing Salesforce (good understanding in navigating and running reports)
Excellent and effective communications skills, both written and verbal
Understanding of how to build relationships with volunteers in reference programs.
Excellent project and time management skills
Excellent written and verbal communications skills
Self-starter with a strong sense of ownership

Customer Experience Operations Specialist

Key skills