Director, Customer References

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Job Category

Marketing & Communications

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

The Customer Reference Program facilitates conversations between influential customers and potential customers to learn about their success journey to accelerate deals and ultimately impact sales for the business globally.  While Salesforce helps facilitate these conversations, Salesforce is not in the room, allowing for authentic, transparent conversations between our customers and ultimately building trust with Salesforce. This program is one-of-a-kind at Salesforce. Customer Reference Programs are defined within the industry as peer-to-peer marketing. Salesforce is seeking an experienced and dynamic Senior Manager of Customer References to lead and manage a team dedicated to developing and maintaining a robust pipeline of customer references. This role involves promoting the customer reference program internally, enhancing processes, building relationships with internal partners, managing and hosting customer roundtables at events, handling Deal Support Requests, and reporting on program success.

Role & Responsibilities

• Lead, mentor and manage a team of customer reference analysts.

• Set clear team goals, monitor performance and provide regular feedback.

• Foster a collaborative and high-performance team culture. 

• Oversee the development and maintenance of a pipeline of customer references for 1:1 and 1: few engagements.  

• Identify new customers to serve as references and add qualifying information to our database

• Build relationships with internal partners and stakeholders including Sales, Customer Marketing, Enablement, Product Marketing

• Manage and fulfill incoming Deal Support Request’s from Salesforce’s CRM

• Manage & host Customer Roundtables without Salesforce “in the room”

• Facilitate 1:1 Customer Reference conversations

• Promote the program internally to drive awareness and engagement across the organization.

• Track all Customer Reference activity and outcomes

• Execute any enablement initiatives for awareness and promotion of the program

• Promote Pipeline/ ACV results after 1:Few customer reference meetings

• Fulfill requests for Reference Recordings and maintain an updated repository of their recordings in Highspot

• Provide expertise to grow and manage the program

Qualifications

Required:

• Minimum of 7 years of experience in customer advocacy, marketing, or related roles.

• Proven experience in managing and leading teams.

• Strong project management skills with the ability to operationalize programs and processes.

• Excellent communication and interpersonal skills, with the ability to build relationships with internal and external stakeholders.

• Strong analytical skills and experience with activity tracking and reporting.

Preferred

• Experience working with Salesforce or other CRM systems.

• Familiarity with customer reference programs and best practices.

• Knowledge of the technology industry and B2B marketing.

Accommodations

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Posting Statement

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