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ServiceNowCustomer Reference Specialist
ServiceNow operates as an AI platform provider focused on business transformation and workflow automation. The company seeks a Customer Reference Specialist to manage the daily operations…
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About This Role
ServiceNow operates as an AI platform provider focused on business transformation and workflow automation. The company seeks a Customer Reference Specialist to manage the daily operations of its customer reference program within the Customer Marketing team. This role centers on connecting customers with sales prospects, facilitating reference calls and corporate events, and maintaining a robust pool of customer advocates. The position requires close coordination with sales, product marketing, product management,…
Job Description
ServiceNow operates as an AI platform provider focused on business transformation and workflow automation. The company seeks a Customer Reference Specialist to manage the daily operations of its customer reference program within the Customer Marketing team. This role centers on connecting customers with sales prospects, facilitating reference calls and corporate events, and maintaining a robust pool of customer advocates.
The position requires close coordination with sales, product marketing, product management, field marketing, and Customer Marketing peers to supply timely customer proof points for deals and campaigns. Daily duties involve matching reference requests based on industry and product usage, overseeing call logistics, preparing briefing assets, gathering feedback, and recruiting new reference participants while preventing customer fatigue. Candidates also track program metrics, maintain tracking systems, and generate reports on pipeline impact.
This full-time remote opportunity suits professionals with a background in customer advocacy, marketing, or program coordination who possess strong project management and data-handling abilities. Qualified individuals will navigate tracking systems, communicate professionally with stakeholders, and apply established processes to support business growth.
Responsibilities
- Match sales reference requests with appropriate customers based on product, industry, use case, and region
- Verify customer adoption and usage via reporting tools and Power BI prior to fulfilling reference matches
- Handle logistics for individual and group reference calls, including outreach, scheduling, and follow-up
- Prepare call briefs, talking points, and proof points for reference meetings
- Gather feedback from sales staff and participating customers to identify and flag trends
- Coordinate reference sessions for company events, including host preparation and on-site logistics
- Manage registration and approval workflows by applying participation criteria and working with sales teams
- Recruit new reference customers in collaboration with sales, marketing, and product management
- Maintain accurate records of customer approvals, topics, and availability in tracking systems
- Monitor participation levels to ensure fair distribution of requests and prevent customer fatigue
- Track reference usage and report on program activity and its influence on sales pipelines and deals
- Guide sales teams on reference request procedures, deadlines, and requirements
Requirements
- Have at least 5 years of related professional experience in marketing, customer advocacy, or customer-facing program management
- Possess strong project management skills to handle concurrent requests through to completion
- Demonstrate clear, concise, and professional written and verbal communication abilities
- Display sound judgment with established processes along with resourcefulness when information is missing
- Show comfort working with spreadsheets, CRM tools, and reference platforms to report on performance
Qualifications
- Hold a bachelor's degree in communications, marketing, business, or a related field, or possess equivalent experience
- Bring familiarity with SaaS or enterprise technology sectors
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location or remote policy for this role?
The source posting specifies that the role is remote and subject to work personas and location verification.
What experience is required to apply?
Applicants must have five or more years of related experience in marketing, customer marketing, customer advocacy, or a similar customer-facing program role.
What is the employment type?
The position is a full-time role.
Is salary information provided in the posting?
No, the salary is not stated in the job posting.
Sample Interview Questions
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