Customer Reference Specialist

ServiceNow•Orlando, FL

About The Position

As a Customer Reference Program Specialist on the Customer Marketing team, this role runs the day-to-day operations of the customer reference program. The specialist matches customers with prospects, coordinates reference calls and events, and maintains a current, healthy reference pool. Working with Customer Marketing colleagues and partners in sales, product marketing, product management, and field marketing, the specialist turns customer success into proof that supports campaigns, content, and deals, helping sellers access the right customer proof at the right time. The role manages reference matching and call logistics, customer reference participation at company events, reference pool records and recruitment, cross-functional program support, and reporting. It also guides sales teams through request and participation processes and recommends improvements based on program data. The position collaborates across teams, follows through on requests, learns new tools and customer stories, and works independently on routine tasks while seeking direction from a manager on new or complex projects.

Requirements

At least 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, including the ability to manage concurrent requests and drive them to completion.
Clear, concise, professional written and verbal communication skills, including communication with customers and senior stakeholders.
Sound judgment in applying established processes and resourcefulness in finding answers or support when information is missing.
Comfort working with data and tracking systems such as CRM systems, spreadsheets, and reference platforms.
Ability to work with direction from a manager on new or complex projects and independently on routine work.

Nice To Haves

Familiarity with SaaS or enterprise technology.

Responsibilities

Match reference requests from sales teams with suitable customers based on industry, product, use case, and region.
Use usage dashboards, Power BI, and other reporting tools to verify customer adoption and usage before matching reference requests.
Manage logistics for one-on-one and group reference calls, including outreach, scheduling, briefing materials, and follow-up.
Prepare reference meeting assets, including customer proof points, talking points, and call briefs.
Collect feedback from sellers and customers after calls and flag trends to the team.
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, apply participation criteria, and coordinate with sales to confirm eligible attendees.
Work with customer hosts to shape focused discussions that address prospect needs and highlight measurable customer outcomes.
Identify and recruit new reference customers with sales, customer success, marketing, and product management.
Maintain accurate reference records, including approvals, topics, availability, and participation history.
Monitor participation levels to prevent customer fatigue and distribute requests fairly.
Source advocates to address priority deal needs, upcoming sessions, and gaps in product, industry, use case, and regional coverage.
Work with Customer Marketing colleagues, field marketing, and sales enablement to include references in 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 contribute to program planning.
Guide sales teams through reference request and participation processes, communicating requirements, deadlines, and next steps.
Track reference usage and report on program activity and its impact on pipeline and deals.
Maintain dashboards and validate attendee, account, and opportunity data for accurate participation and influenced-pipeline reporting.
Recommend process, coverage, and reporting improvements based on data.
Collaborate across Customer Marketing, sales, product marketing, and field marketing while balancing internal needs with customer expectations.
Take on challenges promptly, follow through, learn new tools and customer stories quickly, and apply them to the program.
Anticipate gaps and risks, propose practical solutions, and escalate issues early to keep customer commitments and program timelines on track.