Remote opportunity at
ServiceNowCustomer Reference Specialist
ServiceNow is seeking a Customer Reference Specialist to manage the day-to-day operations of its customer reference program within the Customer Marketing team. ServiceNow operates an AI…
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About This Role
ServiceNow is seeking a Customer Reference Specialist to manage the day-to-day operations of its customer reference program within the Customer Marketing team. ServiceNow operates an AI platform that helps organizations automate tasks and drive business reinvention. In this remote position, the specialist will pair clients with prospective buyers, coordinate reference calls and corporate events, and maintain the health and currency of the reference pool. This role suits an organized professional…
Job Description
ServiceNow is seeking a Customer Reference Specialist to manage the day-to-day operations of its customer reference program within the Customer Marketing team. ServiceNow operates an AI platform that helps organizations automate tasks and drive business reinvention. In this remote position, the specialist will pair clients with prospective buyers, coordinate reference calls and corporate events, and maintain the health and currency of the reference pool.
This role suits an organized professional who can collaborate across sales, product marketing, product management, and field marketing. Daily duties include reviewing usage dashboards and Power BI reporting tools to confirm customer adoption, handling logistics for one-on-one and group reference calls, preparing meeting assets, and gathering feedback from sellers and participants. The person in this role will also recruit new advocates, keep reference records accurate, and track program activity to measure its impact on sales pipelines.
Responsibilities
- Match reference requests from sales teams to appropriate customers based on industry, product, use case, and region
- Verify customer adoption and usage through reporting tools and usage dashboards prior to matching
- Manage end-to-end logistics for individual and group reference calls, including scheduling, outreach, briefing materials, and follow-up
- Prepare call briefs, talking points, and customer proof points for reference meetings
- Collect post-call feedback from participants and sellers to identify trends
- Coordinate customer reference sessions for company events, including attendee communications, session descriptions, and host preparation
- Manage registration workflows by applying participation criteria and confirming eligible attendees with sales
- Recruit new reference customers by partnering with sales, product management, customer success, and marketing teams
- Maintain accurate records in tracking systems regarding approvals, topics, availability, and history
- Monitor participation levels to prevent customer fatigue and distribute requests evenly
- Track reference usage, maintain dashboards, and report on program activity and deal impact
Requirements
- 5+ years of related experience in customer marketing, marketing, customer advocacy, or a similar customer-facing program role
- Hands-on experience with customer reference programs, advocacy initiatives, or comparable program coordination work
- Demonstrated project management skills to juggle concurrent requests and drive them to completion
- Professional written and verbal communication abilities for interacting with customers and senior stakeholders
- Proficiency with data and tracking systems such as CRMs, spreadsheets, and reference platforms
Qualifications
- Bachelor’s degree in communications, marketing, Business, or a related field, or equivalent experience
- Familiarity with enterprise technology or SaaS environments
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this role is listed with a remote work persona, though ServiceNow applies a flexible approach to its distributed workforce depending on the nature of work and location.
What experience is required for this role?
Applicants must have at least five years of related experience in customer marketing, marketing, customer advocacy, or a similar customer-facing program role, along with strong project management skills and familiarity with tracking systems.
What is the salary for this position?
The salary is not specified in the job posting.
What are the main duties of the Customer Reference Specialist?
The specialist manages day-to-day operations of the customer reference program by matching prospects with customers, organizing reference calls and events, recruiting new reference participants, and tracking program metrics.
Sample Interview Questions
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