Senior Customer References Specialist

As the Senior Customer References Specialist on the Customer Advocacy / Customer Marketing team you will be responsible for coordinating and managing customer references across regions. Youll work closely with sales product marketing and customer marketing teams to identify nurture and amplify customer success. By building and maintaining a diverse high-quality reference pool youll ensure sales teams have compelling real-world customer evidence to share with prospects.

Key Responsibilities:

• Customer Identification & Recruitment: Partner with cross-functional teams to identify and onboard new customer advocates.
• Reference Management: Coordinate reference activities including customer calls panels and events to accelerate sales cycles.
• Asset Utilization: Collaborate with marketing and sales enablement teams to integrate references into campaigns collateral and events.
• Ongoing Customer Engagement: Build and maintain strong relationships with reference customers to ensure ongoing participation in advocacy efforts. 
• Detailed Responsibilities:
•  Customer Reference Program Management 
• Recruit & Onboard: Expand and diversify the customer reference pool by identifying and engaging new advocates. 
• Alignment with Sales & Marketing: Work closely with sales and marketing teams to ensure reference coverage aligns with business needs.
• Reference Lifecycle Management: Regularly refresh and update the reference pool to maintain engagement and relevance. 
•  Reference Call Coordination 
• One-on-One Calls: Match customers with prospects manage scheduling and logistics and provide briefing materials.
• Group Reference Calls: Organize and facilitate group customer reference calls both virtually and in-person at events.
• Feedback Collection: Gather insights from reference calls to enhance the process and share learnings internally. 
•  Amplifying Customer References
• Campaign Integration: Partner with customer marketing field marketing and sales enablement to feature references in campaigns and events. 
• Content Management: Ensure reference assets (videos slides written success stories) are easily accessible and effectively utilized. 
• Performance Tracking: Measure the impact of customer references on sales and marketing efforts.
•  Ongoing Relationship Management
• Customer Engagement: Maintain positive relationships with reference customers ensuring they see value in advocacy participation. 
• Burnout Prevention: Monitor participation levels and schedule advocacy activities strategically. 
• Advocacy Growth: Identify new opportunities for customers to engage such as speaking opportunities or advisory board participation. 

Qualifications :

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry. 
• Customer Reference Program Experience: Proven track record managing or contributing to a large-scale customer reference or advocacy program. 
• Collaboration & Stakeholder Management: Ability to work across sales marketing and customer advocacy teams to drive alignment. 
• Project Management: Strong organizational skills to manage multiple requests and ensure timely execution. 
• Storytelling & Communication: Ability to translate customer experiences into compelling business narratives. 
• Relationship Building: Skilled at nurturing and maintaining long-term customer relationships. 
• Data-Driven Approach: Ability to track reference usage measure program impact and report insights. 

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including non-traditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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