Client Reference Manager

Lancesoft; Pleasanton (CA); Remote; USD 69,000 - 76,000; Full time

Job summary

Lancesoft is seeking a Client Reference Manager to lead a global reference program for the North America sales organization. The role emphasizes collaboration with Account Management, Sales, and Marketing to capture client success stories and build a scalable reference database.

You will recruit strategic accounts, manage references, and coordinate with legal/compliance on data usage while driving continuous improvement of the program and references across industries.

Qualifications

• Minimum 3–5 years of direct participation in a customer reference program
• Customer-facing experience (with IT leaders) and experience initiating and fostering relationships with customers
• Proven track record of working cross-functionally (especially with Sales, Support Services, and Account Management) in a fast-paced environment

Responsibilities

• Develop, manage, and advocate the customer reference program globally
• Recruit and develop a portfolio of strategic accounts, global brands, and senior-level customer references by working closely with Sales, Account Management, and *** executives
• Work with Sales Executives and Account Managers to capture compelling client success stories regarding client accomplishments with *** services across industries, geographies, and product lines to match client experiences with prospective client’s needs
• Ensure client’s needs are managed and met during the reference process
• Create repeatable, streamlined processes to work with the sales and support services team to identify customer evangelists
• Understand the role of customers in terms of the greater marketing efforts to be a customer evangelist and to utilize the customer voice in every way possible
• Be creative and introduce fresh ideas, strategies, campaigns, and much more!
• Maintain Reference Database: Oversee the creation and ongoing management of a centralized, secure, and up-to-date reference database or platform that enables easy access and sharing of client references within the organization
• Ensure Compliance and Legal Requirements: Work closely with legal and compliance teams to ensure all reference activities adhere to data privacy regulations, consent requirements, and company policies regarding the use of customer testimonials and success stories
• Conduct Training and Enablement: Provide training and resources to sales, account management, and marketing teams on how to effectively leverage client references and use program tools
• Manage Reference Requests and Scheduling: Serve as the primary point of contact for all incoming reference requests, ensuring timely and appropriate matches between prospective clients and reference customers, and coordinating schedules and logistics as needed
• Gather and Analyze Feedback: Collect feedback from reference customers and internal stakeholders to continuously improve the program and enhance the reference experience
• Promote Reference Successes Internally: Regularly share program wins, new reference additions, and success stories with the broader organization to increase awareness and participation
• Support Marketing Initiatives: Collaborate with the marketing team to leverage client references in case studies, press releases, webinars, events, and other marketing collateral

Skills

Customer-facing experience

Cross-functional collaboration

Project management

Verbal and written communication

Remote team management

Salesforce familiarity

Education

Bachelor’s degree

Tools

Salesforce

Marketo

Oracle

SAP

JD Edwards

Siebel

VMware

Job description

Role: Client Reference Manager Duration: 6 Months + Extension -40 Hours per week Location: USA - Remote Pay Range: $50/HR - $55/HR JOB DESCRIPTION Seeking a highly motivated Client Reference Manager who will be responsible for executing a global, top-tier client reference program by promoting *** services through the accomplishments of our customers. This is a contract position to support peak season with the potential to convert to full time based on the company’s success and growth record. The Client Reference Manager is part of a team responsible for the acquisition, nurturing and utilization of client references through collaboration with the Account Management and Sales organizations. This role will be responsible for the establishment of technology, processes and best practices to ensure a scalable, global client reference program. The successful candidate will have 3 - 5 years’experience working in a client reference team for a B2B enterprise software or technology organization. The position requires a detail-oriented individual with strong project management and communication skills who thrives in a fast-paced environment. Demonstrated ability to interact with sales management and executive-level client contacts is key. This position will primarily support the North America sales organization.

Duties and Responsibilities

• Develop, manage, and advocate the customer reference program globally.
• Recruit and develop a portfolio of strategic accounts, global brands, and senior-level customer references by working closely with Sales, Account Management, and *** executives.
• Work with Sales Executives and Account Managers to capture compelling client success stories regarding client accomplishments with *** services across industries, geographies, and product lines to match client experiences with prospective client’s needs.
• Ensure client’s needs are managed and met during the reference process.
• Create repeatable, streamlined processes to work with the sales and support services team to identify customer evangelists. Find new ways to recognize and cultivate more customer evangelists.
• Understand the role of customers in terms of the greater marketing efforts to be a customer evangelist and to utilize the customer voice in every way possible.
• Be creative and introduce fresh ideas, strategies, campaigns, and much more!
• Maintain Reference Database: Oversee the creation and ongoing management of a centralized, secure, and up-to-date reference database or platform that enables easy access and sharing of client references within the organization.
• Ensure Compliance and Legal Requirements: Work closely with legal and compliance teams to ensure all reference activities adhere to data privacy regulations, consent requirements, and company policies regarding the use of customer testimonials and success stories.
• Conduct Training and Enablement: Provide training and resources to sales, account management, and marketing teams on how to effectively leverage client references and use program tools.
• Manage Reference Requests and Scheduling: Serve as the primary point of contact for all incoming reference requests, ensuring timely and appropriate matches between prospective clients and reference customers, and coordinating schedules and logistics as needed.
• Gather and Analyze Feedback: Collect feedback from reference customers and internal stakeholders to continuously improve the program and enhance the reference experience.
• Promote Reference Successes Internally: Regularly share program wins, new reference additions, and success stories with the broader organization to increase awareness and participation.
• Support Marketing Initiatives: Collaborate with the marketing team to leverage client references in case studies, press releases, webinars, events, and other marketing collateral.

Experience

• Minimum 3 - 5 years of direct participation in a customer reference program
• Customer-facing experience (with IT leaders), and experience initiating and fostering relationships with customers
• Proven track record of working cross-functionally (especially with Sales, Support Services, and Account Management) in a fast-paced environment

Required Skills

• Knowledge of what’s required to execute a successful reference program, how to recruit client participation, and the professional and legal obligations for securing and using customer testimonials and success stories.
• Ability to translate technical details and implementation success into engaging stories consumable by diverse audiences
• Outgoing with dynamic interpersonal and top-notch verbal and written communication skills.
• Customer-centric interest and tendencies
• A self-managed, quick learner that can work independently and manage a team remotely
• Strong project and program management skills
• Knowledge of ERP Software Industry –Oracle, SAP, JD Edwards, Siebel, VMware is a plus
• Knowledge of sales and marketing management tools like Salesforce, Marketo, etc. (Salesforce use is required)
• Inspired by working with a fun, ambitious team in a fast-paced environment

Education

• Bachelor’s degree (BS/BA) Required. Advanced degrees appreciated.