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Customer Reference Manager
Brand: SumTotal
Req#: 464639
Updated: 01/31/2018
Job Type: Regular
Location: Boston, MA
Category: Marketing
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Job Description
Position Overview:
As a key member of the Global Marketing team, the Customer Reference Manager will be responsible for leading strategic, top-tier customer advocacy programs that drive revenue for Skillsoft and SumTotal. The Customer Reference Manager will work closely with the Sales, Customer Success, Corporate Marketing, Global Marketing, Product Marketing and Product Management teams to recruit and manage high-touch reference relationships across both the Skillsoft and SumTotal global customer bases. The Customer Reference Manager will increase the number of active program participants who support a wide spectrum of public and private reference activities that service the needs of sales and marketing.

Key Responsibilities:
• Increase visibility and adoption of Skillsoft and SumTotal customer advocacy programs
• Understand and articulate the value of the advocacy programs to internal and external stakeholder audiences
• Build excitement and train internal teams on the programs, tools, processes, benefits and strategy
• Identify and onboard new customer advocates by fostering and promoting mutually beneficial customer relationships and ensuring a positive customer experience through day-to-day activities
• Develop strategies for customer advocate engagement plans that showcase customer success via peer-to-peer networking (sales calls), case studies, video testimonials, media relations, analyst relations, speaking opportunities, and award applications, among other activities
• Manage and monitor reference request fulfillment and outcomes, keeping data current and accurate
• Create and maintain customer profiles and contacts
• Interface with sales and marketing to analyze their strategy and advise them on how/when to use references and reference assets
• Manage implementation and maintenance of reference management system
• Produce monthly/quarterly reporting and regular communications to executive, sales and marketing stakeholders

• 3 - 5 years of experience in customer references, corporate communications and/or marketing
• Ability to build strong relationships with internal and external stakeholders
• Highly-driven, self-motivated team player ready to excel on a fast-paced marketing team
• Ability to lead cross-functional teams to achieve goals
• Excellent project and program management, analytical, organizational and presentation skills
• Demonstrates positive attitude and professionalism, an ambassador for the Skillsoft & SumTotal brands
• Has excellent communication skills; demonstrates the ability to write and speak with purpose and accuracy
• Is adept at critical thinking, problem solving and decision-making that balance thoughtful analysis with timely responsiveness
• Has self-directed work habits, exhibiting strong initiative, drive, creativity, maturity, self-assurance
• Is adaptable to change as it relates to sales plan, Skillsoft and/or SumTotal product strategy, internal/external relationships and organizational direction
• Shows scheduling flexibility to effectively adapt to geographies that Skillsoft and SumTotal supports
• Exhibits teamwork skills and ability to act as a strategic partner to the customer and account team
• Meets weekly with direct manager in order to review pending priorities, reflect on recent accomplishments and how to overcome challenges
• Travels to internal meetings, customer sites and industry/company events as warranted
• HR industry experience preferred
• RO Innovation / Boulder Logic experience preferred
• experience required

BA/BS degree or global equivalent in Marketing or a business discipline. (MBA preferred)

10-15% Travel
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