Customer Reference Program Lead

Overview

About Hexagon Hexagon is a global leader in sensor, software and autonomous solutions. We are putting data to work to boost efficiency, productivity, and quality across industrial, manufacturing, infrastructure, safety, and mobility applications. Our technologies are shaping urban and production ecosystems to become increasingly connected and autonomous – ensuring a scalable, sustainable future.

Hexagon’s PPM division empowers its clients to transform unstructured information into a smart digital asset to visualize, build, and manage structures and facilities of all complexities, ensuring safe and efficient operation throughout the entire lifecycle.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 21,000 employees in 50 countries and net sales of approximately 3.8bn EUR. Learn more at hexagon.com and follow us @HexagonAB.

© 2021 Hexagon AB and/or its subsidiaries and affiliates. All rights reserved.

Responsibilities

Hexagon’s PPM Division seeks Customer Reference Manager with experience in building, evangelizing and leading a customer reference program. This program will connect our customers to marketing and transform them into advocates who willing provide testimonials for our business in all shapes and sizes. This role is a part our wider Content and Communications team, reporting to the Content Director and will work closely with the Customer Success Team. This role is considered mission-critical in helping us establish a beachhead internally on becoming more Voice of the Customer-focused. Pioneers need only apply.

This role can be office-based or fully remote in the US.In this role, you will:

• Develop, Lead and Evangelize a customer reference program: Take control of a fledgling formalized Customer Reference Program, centralize all informal programs, and handle the day-to-day management of growing the number of customer participants.
• Grow our advocate database: Build new workflows and channels to better identify, recruit, track, and enable advocates to share their stories via reviews, reference calls, referrals, analyst relations research and content, and partner with Sales, Portfolio Strategy, and Marketing to drive reference program adoption and impact.
• Drive key customer references for priority portfolio initiatives: Identify and match key customer stories with priority opportunities such as press, events, and analyst relations.
• Train and enable internal teams: Effectively train and drive adoption of the Customer Reference program processes and systems across the organization.
• Build and maintain a customer story library: Partner with internal teams to build and maintain a robust, user-friendly internal customer story library to power stakeholders including Portfolio Strategy, Sales Development, Demand Generation, and Regional Marketing.
• Measure program/asset effectiveness: Analyze the ongoing performance of the program to improve reference efficacy and help drive program adoption, while managing budget to accelerate success.
• Develop strong relationships with all key internal decision makers and influencers, including executive sponsors across Customer Success, Portfolio Strategy and Demand Generation
• Use the program to help inform the Customer Success Team on threats to customer growth, satisfaction, or renewal.

Working in tandem with the Content and Communications Director, become pioneers for transitioning the marketing team to a Voice of the Customer-based strategy.

Qualifications

An ideal candidate has:

• 3-7 years of experience in custom reference program management, customer marketing, operations, and/or consulting
• Consistent record of setting up, defining, and driving cross-functional programs independently in a fast-paced environment
• A process architect and structured thinker with experience in scoping, building and deploying internal processes end-to-end
• Demonstrable leadership and influencer skill set; ability to quickly win hearts and minds and inspire participation in change
• Adaptable problem solver who spends time uncovering root causes and can reshape strategy and plans to solve those problems
• A passion for serving and partnering with customers
• Bachelor’s degree