Customer Reference Specialist

ServiceNow

. Run the day-to-day operations of the customer reference program .

Posted 11/2/2026full-timeRemote • Florida • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer reference programs, including logistics, communication, and data tracking. Proficient in project management and collaboration across multiple teams to enhance customer advocacy and marketing efforts.

Highest-signal resume keywords

Customer Reference Program ManagementProject ManagementData Tracking and ReportingWritten and Verbal CommunicationCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer AdvocacyProgram CoordinationData AnalysisCRM SystemsPower BIReporting ToolsLogistics ManagementCustomer EngagementSaaS FamiliarityMarketing Strategy

Soft Skills

ResourcefulnessSound JudgmentAnticipation of Gaps and RisksProfessional CommunicationCollaboration

Tools & Technologies

SpreadsheetsReference PlatformsDashboards

Industry Keywords

Customer MarketingCustomer Advocacy ProgramsEnterprise TechnologyCustomer Engagement StrategiesMarketing Communications

About the role

Key responsibilities & impact

Run the day-to-day operations of the customer reference program
Match customers with prospects based on industry, product, use case, and region
Use usage dashboards, Power BI, and reporting tools to verify customer adoption and usage
Manage logistics for one-on-one and group reference calls, including outreach, scheduling, briefing materials, and follow-up
Prepare customer proof points, talking points, and call briefs
Collect post-call feedback and identify 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 and confirm eligible attendees
Partner with customer hosts to shape focused discussions highlighting measurable customer outcomes
Identify and recruit new reference customers
Maintain accurate reference records, including approvals, topics, availability, and participation history
Monitor participation levels and distribute requests fairly to prevent customer fatigue
Source advocates for priority deals, upcoming sessions, and coverage gaps
Bring customer 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 program planning
Guide sales teams through reference request and participation processes
Track reference usage and report program activity and impact on pipeline and deals
Maintain dashboards and validate attendee, account, and opportunity data
Recommend process, coverage, and reporting improvements based on data

Requirements

What you’ll need

5+ years of related experience in marketing, customer advocacy, customer marketing, or a 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
Clear, concise, professional written and verbal communication, including with customers and senior stakeholders
Sound judgment in applying established processes
Resourcefulness to find answers or support when something is missing
Comfort working with data and tracking systems, including CRM, spreadsheets, and reference platforms
Familiarity with SaaS or enterprise technology is a plus
Ability to collaborate across Customer Marketing, sales, product marketing, field marketing, and sales enablement
Ability to learn new tools, products, and customer stories quickly
Ability to anticipate gaps and risks, propose practical solutions, and escalate issues early
United States work location

Benefits

Comp & perks

Flexible or remote work persona
Accessible and inclusive application experience
Reasonable accommodation support during the application process