Customer Marketing Manager - References

About the role:

We are seeking a results-driven, operationally minded  Customer Marketing Reference Manager to scale and drive a best-in-class customer reference program. The customer reference program provides the structure and process necessary to connect our prospects and internal Samsara teams to our customer references at scale. This program is mission critical to increasing customer advocacy, loyalty, and retention to benefit Samsara’s long-term growth.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

Click here to learn about what we value at Samsara.

• Manage the customer reference program: Evolve the customer reference program to meet the growing demand for customer stories and references; includes maintaining and updating the reference tracking system in partnership with Marketing Operations, refining the program structure and various workflows, managing request intake prioritization and delegation, ensuring program documentation and enablement content is up to date, and conducting training of and troubleshooting with internal stakeholders
• Drive the customer reference program: Ensure customer reference tracking is accurate; conduct quarterly and annual forecasts to assess team capacity and the business’s needs, continuously audit, recruit, and onboard new strategic reference customers to fulfill those needs, and focus on process improvement and operational excellence 
• Scale the customer reference program: Partner with our Center of Excellence manager to maintain data, content and process integrity as we expand the program into our global markets including Canada, Mexico, and EMEA.
• Enable key internal stakeholders with customer placements: Refine the reference workstreams to most effectively partner with our Marketing, Sales, Product and Communications stakeholders in sourcing customer stories and references for high-priority in-person or digital engagements; all the while ensuring a positive customer experience throughout the engagement
• Measure program/asset effectiveness: Analyze the ongoing performance of the program to improve reference efficacy, drive program adoption and impact, and streamline team efforts; proactively seek feedback from internal stakeholders to continuously optimize the program and align to business needs and priorities.
• Be a Culture Champion: Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

• 3+ years of experience in program/project management within the marketing field with a focus on operations.
• A passion for serving and working with customers and experience working in a fast-paced environment.
• Outstanding project management and organizational skills with an ability to prioritize amidst many moving pieces.
• Strong interpersonal skills to help nurture customer relationships and work with cross-functional teams.
• Excellent written and verbal communication skills.
• Analytical chops to measure the effectiveness of the Customer Reference program
• Attention to detail and a commitment to exceptional work are part of your personal philosophy.
• Bachelor's degree or equivalent experience is required.