Reference Manager (Remote)

The Reference Manager will be responsible for the strategy, development, and implementation of CentralSquare’s reference program. Reporting to the VP of Marketing, this position plays a key role in sharing CentralSquare’s customer successes with the world. In sharing those successes, the public safety and administration community moves forward in creating smarter, safer and more connected communities. The Reference Manager will lead the reference program for the company and work closely with CentralSquare customer advocates and internal teams including Customer Success, Proposal Management and Sales. This position requires a candidate who is comfortable creating a strategy, building a program, leveraging reference management technology and driving progress in a fast-paced environment dedicated to the communities we serve.

Responsibilities:

• Responsible for driving the strategy for customer references and content. This includes the capture, management and sharing of references in both a one-to-many and one-to-one environment.
• Nurture relationships and engage with CentralSquare’s customer advocates and put their successes and needs at the forefront of every effort in the reference program.
• Leverage technology and create business processes to manage references across several product lines, personas, community or agency sizes by locale. Monitor customer reference activity.
• Grow an inventory of reference content in various mediums including case studies, webinars, presentations, videos, reviews and podcasts.
• Partner with Marketing peers on creating and maintaining the interview questions and the writing of the assets.
• Review developed content, ensure its accuracy and manage approval by the customer.
• Scale the use of references in regional, national and North American marketing efforts.
• Partner closely with Proposal Management and Sales on reference requirements.
• Analyze and report on reference program effectiveness and ROI.
• Collaborate cross-functionally with stakeholders across the organization to ensure the reference program strategy is in alignment with the overall corporate strategy.

Requirements:

• Bachelor’s degree in marketing or related business field
• 5-7 years’ experience in a sales and/or marketing environment
• 3-5 years’ experience building and managing corporate reference programs
• Salesforce experience
• Demonstrated exceptional customer relationship skills
• Demonstrated exceptional organization and communications skills
• Strong understanding of the customer needs and how to capture that in a way that helps others looking to accomplish similar objectives
• Ability to manage multiple initiatives at the same time in a fast-paced environment.
• Exceptional time management skills and ability to prioritize and collaborate cross-functionally

Preferred Qualifications:

• SaaS or cloud-based technology experience
• Public safety, public administration or state and local government technology experience
• Customer marketing or customer experience proficiency
• Experience with ReferenceEdge
• slapfive experience
• Remote
• Travel: 5%