Reference Program Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

ABOUT THE ROLE

We are looking for a Reference Program Manager who is undeniably great at engaging with customers to coordinate connections.

Ultimately, your purpose is this: Plan, develop, execute, manage and create strategies to transform our reference fulfillment program and be an ultimate matchmaker – evolving the customer reference program to influence sales and ensure optimal customer reference-ability and advocacy. 

 
You have a proven track record of charisma with customers and sales organizations while collaborating cross-functionally on the planning, execution and ongoing customer reference fulfillment. You’re empathetic, supportive and recognized for having impressive organizational and project management skills. You have stellar interpersonal and communication skills, are energized by creating connections between customers and have a roll-up-your-sleeves attitude to get creative when faced with constraints.

You will report to the Senior Director of Customer Advocacy, EMEA.

OUR TEAM MISSION

Our mission is to convert our customers to advocates for life. We capture and amplify their stories for they are the heroes of our story -- and our most powerful sales and marketing asset. We grow an active and enthusiastic community of advocates that fuel smart strategies, bold innovations and big results for us and each other by sharing ideas and lessons learned in customer and employee experience.

We measure our success in pipeline and booking influence, customer program engagement/feedback, advocacy community/reference participation and customer lifetime value.

HOW WE WORK

Our marketing team is highly collaborative. We embrace change, work hard, trust each other, focus on progress over perfection and prioritize what moves the needle.

To go big, we say no to the status quo and try new things constantly. We dare to fail, listen, learn and grow as a team to continuously raise the bar.

We are a corporate family. We thrive on openness, authenticity, caring and belonging.

YOUR FUTURE DAY-TO-DAY RESPONSIBILITIES

• Manage, monitor, and optimize the Genesys customer reference program to supplement and benefit ongoing sales and marketing efforts globally.

• Create, nurture, and maintain relationships with referenceable customers to ensure the effective use of customers as references per their profiles and expectations.

• Own and evolve the references program and process managed through Salesforce and SlapFive - including being the main administrator of the technology in relation to the Genesys Reference Program.

• Grow and manage a pool of referenceable customers. Developing strategic methods to increase the pool of referenceable customers in collaboration cross-functionally. Develop relationships virtually and in-person with sales and customer success teams, and at events.

• Maintain and update users, referenceable customer profiles within Salesforce/SlapFive.

• Promote the Customer Reference Program and follows reference fulfillment best practices, workflow and solution to increase efficiency and effectiveness.

• Collect, curate, evolve and promote customer reference assets in a centralized repository in Seismic as sales and marketing assets to evolve a collection of approved company logos, quotes and success story assets to grow a self-service library of reference assets.

• Based on knowledge of referenceable customers and deep data analysis, identify candidates and secures participation for references, recorded reference forums and customer site visits.

• Communicate with sales and customer success teams to gain buy-in, understanding and participation in the Customer References program.

• Measure and monitor current state of customer reference program to identify critical gaps and develop a plan to address them. This includes measuring and analyzing the impact of Customer Reference program on sales cycles through pipeline, bookings and post-reference surveys. Monitors reports and dashboards to demonstrate progress and identify needs and results. Provides regular reports to leadership with data reporting and analysis.

YOU CAN CHECK OFF THESE REQUIREMENTS BOXES

• 5+ years of relevant customer experience industry, sales, marketing or customer success expertise

• Bachelor’s degree in business, communications, marketing, regional studies or equivalent

• Analytics, CRM and customer reference platform experience (Salesforce, Tableau, SlapFive are preferred)

• Demonstrated excellent data analysis and written, verbal and visual communication skills

• Strong interpersonal skills and ability to earn trust and respect from sales and customers, combined with ability to influence others and work collaboratively with other departments

• Proven ability to manage and prioritize workload, projects and many reference requests at one time while consistently delivering requests on time and by SLA

• High energy, detail-oriented team player

• Demonstrated ability to take initiative, lead by example and achieve extraordinary results

• Specific experience in the CX industry or in leading Customer Reference Programs is preferred

• Fluency in both English and German (any additional language will be a plus)

#LI-MC1

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.