Cherwell Software (@Cherwell) is a global leader in enterprise service management, empowering organizations through the use of intuitive technology for better, faster, and more affordable innovation. Our solutions and our people build lasting relationships. We are a growing company with offices in the US, Europe, and Australia.
We are looking for a Customer Reference Program Manager to join our team in Denver or Colorado Springs, CO.
Who Will Love This Job
A customer service leader: You are dedicated to meeting the expectations and requirements of internal and external customers; get first-hand customer information and use it for improvements in products and services; act with customers in mind; establish and maintain effective relationships with customers and gain their trust and respect.
A negotiator: You can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has a good sense of timing.
Someone who perseveres: You pursue everything with energy, drive, and a need to finish. You seldom give up before finishing, especially in the face of resistance or setbacks.
A planner: You accurately scope out length and difficulty of tasks and projects. You set objectives and goals and breaks down work into the process steps. You anticipate and adjusts for problems and roadblocks. You measure performance against goals and evaluate results.
A phenomenal presenter: You are effective in a variety of formal presentation settings: one-on-one, small and large groups, with peers, customers, and bosses. You connect with your audience both inside and outside the organization, on both cool data and hot controversial topics. You command attention and can manage group processes during the presentation, and even change tactics midstream when something isn't working.
A customer advocate: You understand why customers do what they do and pick up the sense of the client in terms of positions, intentions, and needs. You know what they value and how to motivate them, and you can predict what customers will do across different situations.
What You'll Do
Own the Cherwell Software customer reference program by supporting our organization with customer case studies, testimonials, documentation on unique use cases, and direct sales references.
Support marketing team in management of analyst reviews.
Manage and improve current processes and systems used in request fulfillment and reference management.
Track system usage for traditional IT processes and expansion into other business applications.
Cultivate current database of customer references and take an active role in expanding the reference base in conjunction with Customer Success team.
Create and maintain a relationship with internal departments (e.g. sales, marketing) to ensure successful partnership.
Own communication to sales/marketing and to customers regarding requests to coordinate reference calls, customer to customer visits, and marketing engagements.
Effectively leverage internal systems for managing, tracking and reporting on all reference request and fulfillment activities.
What You Should Have
5+ years of experience managing mid to large customer accounts
2+ years experience with IT business-to-business marketing techniques
Experience working in a metrics driven organization
Expertise in managing customer data within a CRM
Strong business-to-business relationship skills
Excellent presentation skills
Stellar communication skills
Skilled in working effectively cross-functionally
Strong negotiation and collaboration skills
Exercise good judgement in managing multiple priorities and requests
Willing and able to travel 10% for training and/or customer visits
Nice to Have
Microsoft Office expertise
ITSM or Cherwell product knowledge
Experience working in a subscription based or SaaS organization
A coachable and adaptable personality
High energy, drive, maturity and a passion for success
Strong organizational and writing skills
Proven ability to work as a team player
You like working with intelligent and driven colleagues
You would enjoy working for a fast-growing software company
We're a fun, close-knit team
We have a fast-paced, exciting work environment
We offer a competitive salary and benefits package, including health, dental, vision, and other benefits
PTO plan to provide work-life balance
401(k) with employer matching program
Commuter perks for some locations
Paid community service day and philanthropy projects
Our work environments vary by location; however, we believe in offering amenities and fun activities to fuel our energy. You may find fully stocked micro kitchens, standing/sitting desks, free onsite gym, basketball and volleyball courts, ping pong, videogames, shuffleboard, and darts.
Fun group competitions, team outings, and new hire lunches with the CEO
Cherwell Software is an Equal Opportunity Employer Minority/Female/Disability/Veteran. We do not tolerate discrimination against any applicant on the basis of gender, sexual orientation, race, religion, national origin, ethnicity, veteran status, disability or age. Cherwell encourages diversity in hiring, recognizing that this enriches the work environment and that a broad variety of perspectives enhances decision-making and creativity. If you require accessibility assistance applying for open positions in the US, please send an email with your request to Recruiting@Cherwell.com.