SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
As a Customer Reference Program Specialist on ServiceNow's Customer Marketing team, you will manage the day-to-day operations of the customer reference program. This role sits at the intersection of customer success and sales enablement, matching customers with prospects, coordinating reference calls and events, and maintaining a healthy, current reference pool.
Key responsibilities include:
**Reference Matching & Call Coordination**
Match reference requests from sales teams to best-fit customers based on industry, product, use case, and region. Use usage dashboards, Power BI, and reporting tools to verify customer adoption before matching. Manage full logistics of one-on-one and group reference calls including outreach, scheduling, briefing materials, and follow-up. Prepare reference meeting assets such as customer proof points, talking points, and call briefs. Collect feedback from sellers and customers after calls and flag 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, applying participation criteria and coordinating with sales.
**Reference Pool Management**
Identify and recruit new reference customers in partnership with sales, customer success, and product management. Keep reference records accurate in tracking systems, including approvals, topics, availability, and participation history. Monitor participation levels to prevent customer fatigue and distribute requests fairly. Proactively source advocates to address priority deal needs, upcoming sessions, and coverage gaps.
**Cross-Functional Support**
Work with Customer Marketing colleagues, field marketing, and sales enablement to bring 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 contribute to program planning. Guide sales teams through reference request and participation processes.
**Reporting & Improvement**
Track reference usage and report on program activity and its impact on pipeline and deals. Maintain dashboards and validate attendee, account, and opportunity data. Recommend improvements to processes, coverage gaps, and reporting based on data insights.
**Requirements:**
- 5+ years of related experience in marketing, customer advocacy, customer marketing, or similar customer-facing program role
- Bachelor's degree in marketing, communications, business, or related field (or equivalent experience)
- Hands-on experience with customer reference or advocacy programs, or comparable program coordination work
- Strong project management skills; ability to juggle concurrent requests and drive each to completion
- Clear, concise, professional written and verbal communication with customers and senior stakeholders
- Sound judgment in applying established processes and resourcefulness to find answers when needed
- Comfort working with data and tracking systems (CRM, spreadsheets, reference platforms) to report on program performance
- Familiarity with SaaS or enterprise technology is a plus
