Global Reference Program Manager

The Global Reference Program Manager (RPM) owns and has accountability for Vertex’s Customer Reference Program which is integral in helping drive sales across our industries and regions. An essential component of this role is ensuring customer references are provided in a timely manner during the sales cycle. 

The RPM role combines the competencies of customer interactions, marketing, business analysis, field sales relationship building and project management with the focus on external relationships with our clients and a partnership with internal stakeholders at Vertex.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Owns the Global Reference Program for Vertex and reports into Sr. Director Inside Sales.

• With guidance from leader, defines customer reference program metrics/goals/benchmarks and tracks/report progress against them.

• The Reference Program falls under the Customer Advocacy Program umbrella.

• Creates, grows, and manages a healthy community of reference customers in a way that respects our customers’ time and effort while maximizing the positive impact of their engagement to them, their organization, and Vertex.

• Through this supports Vertex initiatives such as providing clients for webcasts, case studies, Exchange panels + presenters, SKO Customer panels, etc.

• Monitors lifecycle of Vertex’s customer base to identify and recruit referenceable customers. Works cross-functionally between Sales, Customer Success, Product, Services and Marketing teams to identify, develop, and engage reference customers.

• Maintains updated contacts, notes and activities in SF and the Reference Software Tool.

• Works with the owner of Vertex Customer Advisory Board and the Regional User groups to leverage events and relationships to drive success across the programs.

• Partners with Account Execs to co-own Customer Appreciation events that drive new references and sales opportunities.

• Co-owner of the Customer Advocacy Booth at Exchange responsible for achieving the defined goals and objectives

SUPERVISORY RESPONSIBILITIES: N/A

KNOWLEDGE, SKILLS AND ABILITIES:

• A hands-on-mentality and excellent people skills, capable of inspiring people with your drive, energy, and enthusiasm.

• Maintain a level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodies the “Winning Way” philosophy.

• Organized and focused on goals.

• Salesforce Experience preferred.

• Strong English language skills required (speaking and writing); additional language(s) a plus.

• The ability to build strong global and cross-departmental relationship to accomplish tasks and achieve goals.

EDUCATION AND TRAINING:

• 4+ Years’ experience in a Sales

• 4+ years leading / managing a Customer Reference Program

• Global experience / understanding of global dynamics.

• Preferred bachelor’s degree or higher in business, accounting, finance, marketing, or information technology.

Other Qualifications

The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.

• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

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