Customer References Manager in MEXICO

Company Description

Advocacy Maven is a global and fully remote team that focuses on helping businesses build programs, communities, and content centered around people. We work in more than 30 languages to meet client advocacy program needs, whether they're just starting out or looking to scale globally.

Role Description

This is a full-time remote role for a Customer References Manager at Advocacy Maven. The Customer References Manager will be responsible for administering references programs in specific software platforms (e.g ReferenceEdge, SlapFive, Upland, Champion), managing customer satisfaction, utilizing analytical skills to assess feedback, maintaining communication with clients, providing exceptional customer service, and overseeing account management tasks.

KEY RESPONSIBILITIES:

Customer Relationship Management:

• Develop and nurture strong relationships with key customers, ensuring they are engaged and willing to act as references for the company.
• Regularly communicate with customers to gather insights, feedback, and success stories.

Reference Program Development:

• Create and execute a structured customer reference program that aligns with the company’s marketing, sales, and customer success objectives.
• Identify and engage referenceable customers, ensuring they are available to support sales teams with case studies, testimonials, or product demos.
• Manage customer reference database, keeping track of reference status, usage, and results.

Content Creation:

• Work closely with marketing and sales teams to create compelling case studies, testimonials, and other reference materials based on customer experiences.
• Ensure all reference content is up-to-date, accurate, and aligned with customer needs and expectations.

Sales Enablement:

• Collaborate with the sales team to provide them with the appropriate customer references for specific sales opportunities.
• Assist in facilitating reference calls, case study interviews, and product demonstrations to help close deals.

Customer Engagement & Retention:

• Promote a sense of partnership and advocacy by engaging customers in ongoing reference opportunities, ensuring they feel valued and appreciated.
• Monitor and track the success and effectiveness of reference activities in terms of customer satisfaction and business impact.

Performance Reporting:

• Measure and report on the success and impact of the customer reference program, including engagement rates, sales conversion, and customer satisfaction metrics.
• Provide regular updates to leadership and stakeholders on program performance.

QUALIFICATIONS:

Experience:

• 3-5 years of experience in customer success, customer marketing, sales enablement, or a related field.
• Proven track record of managing customer reference programs, case studies, or similar initiatives.
• Experience working cross-functionally with sales, marketing, and customer success teams.

Skills and Attributes:

• Excellent communication and interpersonal skills, with the ability to engage and influence customers at all levels.
• Strong organizational skills with the ability to manage multiple projects and deadlines simultaneously.
• Detail-oriented and able to capture and document customer stories accurately.
• Proficiency with CRM tools (e.g., Salesforce) and project management software.

Education:

• Bachelor’s degree in Marketing, Business, Communications, or a related field.

Why Join Us?

• Opportunity to work with a collaborative team and play a key role in building lasting customer relationships.
• A chance to impact sales and marketing strategies by providing powerful customer advocacy.
• Competitive salary and benefits package.
• Fully remote.