Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?ABOUT THE ROLEWe are looking for a talented marketing professional who is undeniably great at engaging with customers to coordinate connections.Ultimately, your purpose is this: Plan, develop, execute, manage and create strategies to 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 Vice President of Global Customer Advocacy.OUR TEAM MISSIONOur 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 WORKOur 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 RESPONSIBILITIESManage, monitor, and optimize the Genesys customer reference program to supplement and benefit ongoing sales and marketing efforts globally.Build, nurture, and maintain relationships with referenceable customers to ensure the effective use of customers as references per their profiles and expectations.Own the references program solution managed through Salesforce and Influitive - 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.Maintain and update users, referenceable customer profiles within Salesforce/Influitive.Promote the Customer Reference Program and follows reference fulfillment best practices, workflow and solution to increase efficiency and effectiveness.Collect and curate customer reference assets to build 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, identify candidates and secures participation for recorded reference forums and customer site visits.Communicate with sales 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. 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 BOXES5+ years of relevant customer experience industry, sales, marketing or customer success expertiseBachelor’s degree in business, communications, marketing, regional studies or equivalentCRM and customer reference platform experience (Salesforce and Influitive are preferred)Demonstrated excellent written, verbal and visual communication skillsStrong interpersonal skills and ability to earn trust and respect from sales and customers, combined with ability to influence others and work collaboratively with other departmentsProven ability to manage and prioritize workload, projects and many reference requests at one time while consistently delivering requests on time and by SLAHigh energy, detail-oriented team playerDemonstrated ability to take initiative, lead by example and achieve extraordinary resultsDemonstrated interest in continuous education to ensure program and skillset is best in class.Specific experience in the CX industry or in leading Customer Reference Programs is preferredBonus: Bi-lingual/multi-lingual#LI-Remote #LI-Hybrid #LI-IM1ABOUT GENESYSEvery year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered 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 diversity 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.
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