Customer Reference Manager

In this role, you’ll be responsible for identifying, cultivating, and showcasing referenceable customer success stories that elevate the brand, build trust with prospects, and drive growth. You’ll collaborate closely with account teams and cross-functional stakeholders to deepen relationships with strategic customers, amplify their voices, and deliver compelling assets that highlight the value.

Rackers: Valued members of a winning team. Our employees, affectionately called “Rackers,” are our true strength and differentiator. As valued members of a winning team on an inspiring mission, Rackers make a real difference for our customers. It’s why we’re frequently recognized as an employer of choice by global industry-leading programs, including Great Place to Work, Forbes, and Fortune. They embody our Core Values, demonstrating that Fanatical Experience is:

•Excellence- We are an accountable, disciplined, high-performing company with proven results.

•Customer-driven- We are proactive, collaborative, and committed to success for our customers.

•Expertise- Rackers are passionate learners who are embedded in our customers’ businesses to provide unbiased solutions.

•Agility- We adopt new technologies and evolve services to meet customers where they are in their journey.

•Compassion- We’re one team doing the right thing for our customers, communities, and each other.

Discover your inner Racker: Racker Life

Information on benefits offered is here.

Key Responsibilities:

• Leverages experience and understanding of Cloud and AI to communicate the appropriate level of technical richness throughout the customer story.
• Develop and execute customer reference programs that align with business goals and marketing strategies.
• Works cross-functionally with various global internal teams to market and highlight customer success assets at both tactical (i.e., sales references, partner MSP Audits) and strategic levels (i.e., AR/PR opportunities).
• Interviews, builds, and maintains in–depth customer profiles and contacts.
• Recruit and manage high-touch reference relationships with strategic customers.
• Collaborate with sales, marketing, and support teams to identify and nurture referenceable customers.
• Create and promote customer success assets, including case studies, videos, webinars, and testimonials.
• Ensure technical accuracy and relevance in storytelling, especially in cloud and IT domains.
• Drive external distribution of customer success stories across digital, PR, AR, and sales channels.
• Report on program metrics, customer engagement, and progress against goals.
• Assists in the creation of key assets/vehicles used to tell the customer story (i.e., Case studies, webinars, videos, etc.).
• Recruits and manages high-touch reference relationships.
• Manages reference request fulfillment and tracks reference activity and outcomes in a centralized location.
• Maintain detailed customer profiles and contact records to support ongoing engagement.
• Foster long-term, mutually beneficial relationships with customers to support advocacy and loyalty.
• Drives development, promotion, and broad-based external distribution of customer success assets.
• Assist with broader content marketing initiatives, approximately 20% of the role (as needed).

Qualifications:

• Required Knowledge, Skills, and Abilities (KSA’s):
• Experience with customer reference or customer advocacy programs and marketing communications.
• Comfortable conducting interviews and synthesizing customer insights into compelling narratives.
• Understanding of the sales process, decision-making dynamics, and customer influence points.
• Exceptional written and verbal communication skills.
• Proven ability to build and maintain strong relationships with internal teams and external customers.
• Technical fluency in Cloud and AI.
• Strong project management and organizational skills with attention to detail.
• Ability to manage multiple projects across global teams under tight deadlines.
• Proficiency in Microsoft Office Suite and CRM/database tools.

• 🎓 Required Experience
• Bachelor’s degree or equivalent experience.
• 5–8 years of experience in sales, marketing communications, or customer advocacy—preferably in the high-tech industry.
• Prior experience in a customer-facing role.
• Demonstrated success in designing and executing marketing campaigns.
• Experience writing case studies or whitepapers is highly desirable.

• 🌟Standout Qualities
• A highly motivated, energetic, and positive team player.
• A strategic thinker with a passion for storytelling and customer advocacy.
• A self-starter who thrives in a fast-paced, collaborative environment.
• A global mindset with the ability to manage relationships and processes across regions.
• A coach and mentor who uplifts others and promotes inclusivity.