Customer Reference Program Lead

ServiceNow; Orlando (FL); Hybrid; USD 75,000 - 110,000; Full time

Job summary

ServiceNow is seeking a Customer Reference Program Specialist to run day-to-day operations of our customer reference program. You will match customers with prospects, coordinate reference calls and events, and keep the reference pool current and healthy.

You will work with Sales, Product Marketing, Product Management, and Field Marketing to turn customer success into proof that supports campaigns, content, and deals, ensuring sellers have the right customer proof at the right time.

Qualifications

• 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 a related field (or equivalent experience)
• Hands-on experience with customer reference or advocacy programs, or comparable program coordination work
• Strong project management skills: you can juggle many concurrent requests and drive each one to completion
• Clear, concise, professional written and verbal communication, including with customers and senior stakeholders
• Sound judgment in applying established processes, and the resourcefulness to find answers or support when something is missing
• 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

Responsibilities

• Reference matching and call coordination across reference requests and regions
• Manage logistics of one-on-one and group reference calls, including outreach and briefing materials
• Prepare reference meeting assets like customer proof points and talking points
• Collect feedback post-calls and flag trends for the team
• Coordinate reference meetings for company events, including on-site logistics and attendee communications
• Maintain reference records and monitor participation to prevent fatigue
• Collaborate with sales, marketing, product teams to bring references into campaigns and deals
• Track reference usage and report on pipeline impact and program activity
• Suggest process improvements based on data insights

Skills

Reference programs

Project management

CRM data

Communication

Stakeholder management

Education

Bachelor's degree in marketing/communications/business

Tools

Power BI

CRM systems

Job description

ServiceNow is seeking a Customer Reference Program Specialist to run day-to-day operations of our customer reference program. You will match customers with prospects, coordinate reference calls and events, and keep the reference pool current and healthy.

You will work with Sales, Product Marketing, Product Management, and Field Marketing to turn customer success into proof that supports campaigns, content, and deals, ensuring sellers have the right customer proof at the right time.