Full-Time

Customer Reference Manager

Glia

Glia

201-500 employees

Unified platform for digital customer service interactions

Fintech
AI & Machine Learning

Junior, Mid

Remote in USA

Required Skills
Communications
Salesforce
Marketing
Requirements
  • Bachelor's degree in Marketing, Communications, Business, or a related field; Master's degree is a plus.
  • 3+ years of experience in marketing, customer advocacy, or related roles.
  • Proven track record of successfully managing customer reference programs and creating impactful reference materials.
  • Exceptional interpersonal and relationship-building skills with the ability to connect with customers and foster advocacy.
  • Strong storytelling and content creation abilities to transform customer experiences into compelling narratives.
  • Excellent project management skills with the ability to manage multiple projects and stakeholders simultaneously.
  • Familiarity with marketing automation platforms, CRM systems, project management and content management tools.
  • Analytical mindset to track and measure the effectiveness of customer references on key performance metrics.
  • Creative thinker with the ability to identify innovative ways to leverage customer advocates for various marketing initiatives.
  • Strong attention to detail, ensuring accuracy and compliance with legal and privacy considerations.
  • Passion for understanding customer journeys and translating their experiences into valuable marketing assets.
Responsibilities
  • Build and nurture relationships with key customers to create a network of advocates willing to share their positive experiences with our products and services.
  • Collaborate closely with Sales, Marketing, and Customer Success teams to identify potential customer advocates and gather their success stories.
  • Collaborate with Sales and Marketing Ops to build Salesforce tracking systems for reference activity, and collaborate with Sales Enablement and Marketing leadership to drive adoption of Customer Engagement governance
  • Coordinate the creation of various customer reference materials, including case studies, testimonials, videos, and quotes, that highlight the value and benefits of our offerings.
  • Interview customers to extract compelling narratives that showcase their challenges, solutions, and outcomes, effectively turning these into compelling reference assets.
  • Develop and maintain a library of customer references that align with different industries, use cases, and personas, to cater to various sales and marketing needs.
  • Ensure the accuracy and authenticity of customer references, obtaining necessary approvals and permissions for content usage.
  • Collaborate with the Content and Design teams to transform customer stories into visually appealing and engaging assets.
  • Strategically integrate customer references into marketing campaigns, sales collateral, presentations, and other relevant materials.
  • Track the performance and impact of customer references on lead generation, conversion rates, and overall sales activities.
  • Identify opportunities to leverage customer advocates for speaking engagements, webinars, events, and other thought leadership initiatives.
  • Stay up-to-date with industry trends and best practices in customer advocacy and reference management to continuously enhance the program's effectiveness.

Glia stands out as a leader in the customer service industry with its unique ChannelLess™ Architecture, which allows businesses to seamlessly shift between digital customer service, traditional call centers, and automation, thereby driving revenue, efficiency, and customer loyalty. The company's proven success is demonstrated by its partnerships with over 400 financial institutions globally, enhancing their customer experience and business outcomes. The increasing preference for remote service among customers, as noted by the Regional Director of Operations for OneMain Financial, further underscores Glia's relevance and effectiveness in today's digital age.

Company Stage

Series D

Total Funding

$152.3M

Headquarters

New York, New York

Founded

2012

Growth & Insights
Headcount

6 month growth

1%

1 year growth

13%

2 year growth

55%