Customer Reference Operations Manager - Contract, Full-Time
Big Sky Communications, United States

You are an operations expert with enterprise technology experience. As an experienced professional, you understand the value of customer references and advocates to sales, marketing, analyst relations, and other areas of a business. You work effectively and understand how to navigate and build relationships within technology sales and marketing organizations.

You embrace technology for operational effectiveness. You’re motivated by helping programs and team members tap into complex technology and use it effectively to drive program efficiencies and success. You have direct experience working in B2B enterprise technology sales, customer success, or marketing organizations.

You are resourceful and solution-oriented. You enjoy and thrive on identifying opportunities for change and enhancements to existing programs and processes. You have proven technology, operational, and analytical skills to influence change across cross-functional teams.

For more than 25 years, we’ve built and managed global Customer Reference and Customer Advocacy Programs for high-tech industry leaders. We’re experts in program strategy and design, advocate recruiting and engagement, customer storytelling, request fulfillment and management, and program management and reporting. We work with technology leaders including Adobe, F5, Meta, Informatica, Pure Storage, ServiceNow, VMware, and others to use the power of references to strengthen brands and grow sales.

This Customer Reference Operations Manager opportunity involves supporting the Customer Reference Program for Big Sky’s client, Adobe.

Collaborate with program leadership to build a technology-based reference identification and recruitment process

Assess existing tools and how the customer information they contain can be incorporated into a single source of truth for the program

Identify and employ tools and scalable processes to:

• Establish workflows and provide sales teams with access to qualified reference accounts
• Manage base of reference accounts to ensure those provided to sales teams remain current and approachable
• Provide self-service visibility into reference request and recruitment status
• Enable customer opt-in referencing across channels, including identifying appropriate channels

Operationalize reference recruitment through engagement with the Field organization and tapping into Customer Advocacy, NPS, Communities, CABs, and similar programs across the business

Coordinate escalation paths for fulfilling reference requests as needed

Support program leadership to establish and/or manage a Field incentive program

Track program activities and provide ongoing support for program reporting

Assist with special projects and other activities as needed

Requirements

Competencies you demonstrate:

• Your interpersonal skills enable you to broadly influence and effectively forge partnerships both internally and externally, at all levels within an organization.
• You have experience using common Customer Marketing and Sales technology platforms.
• You think strategically and creatively to meet program objectives.
• You exercise independent judgement, critical thinking, and followthrough to execute projects from initial stage through completion.
• You have proven success in aligning people, processes, and tools to drive outcomes.
• You are highly organized and thrive on creating efficiencies in detail-oriented, process-driven programs.
• You excel in your ability to prioritize work on multiple projects simultaneously.
• Selfdirected and resourceful, you’ve demonstrated your ability to thrive in a fastpaced environment.

Your experience includes:

• Bachelor’s Degree required
• 5 or more years of experience in customer success, sales operations, customer reference, customer advocacy, marketing, PR, or AR programs

Location:

• Qualified candidates from across the U.S. encouraged to apply.

Benefits

This is an Independent Contractor opportunity. The compensation range is an estimate. Rates for Independent Contractor services will be discussed during the process.

Job Rewards and Benefits