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Customer Reference Program Manager - U.S. or Western Europe

Date:  Jun 8, 2021
Location: 

Raleigh, NC, US

Requisition ID:  29999

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

ABOUT THE OPPORTUNITY

The candidate for this role can be located anywhere within the United States or Western European timezone.  Must have excellent command of spoken and written English as a primary language  The goal of the Avaya Storytelling team is to ‘Influence through sharing Experiences that Matter’. The team divide their primary remit in to two areas – the Reference Program, recruiting and managing customers to deliver single-use advocacy for prospects, reports, influencers and events ; and the Content Program, serving media focused on customer success for repeated use throughout Avaya and our customers.

As the Avaya Customer Reference Program Manager, you will be part of a team with global responsibility for managing, growing and evangelizing a compelling and persuasive customer Storytelling Program that provides timely references, nurtures a vibrant peer review community, and delivers impactful content in support of sales, analyst and investor relations, demand generation campaigns, field & channel events, press releases and other marketing activities.

Complete the sentence: To be successful in this role you will be passionate, highly motivated, methodical and creative. You will be responsible for developing the Reference Program and processes in all theatres, building participation globally across all portfolio areas and customer verticals, reacting to requests from stakeholders across Avaya and our partners, and managing processes that proactively suggest references to audiences automatically and manually.  You will also work closely with the Content Program Manager to cross-pollinate customers between the Reference and Content Programs.

ABOUT THE RESPONSIBILITIES

  • Manage the Avaya Customer Gallery Reference Program, working cross-functionally between Sales, Project, Operations, Customer Success, Product, and Marketing teams to identify, develop, and engage reference customers.
  • Create, grow, and manage a healthy community of reference customers in a way that respects our customer’s time and effort while maximizing the positive impact of their engagement to them, their organization, and Avaya.
  • Encourage customer participation in the Content Program, helping to create content of various types (written case studies, customer testimonial videos, presentation slides, etc.) based on our customer’s experiences and successes.
  • Activate (ensuring utilization of) reference customer relationships, related content, and interactions to positively impact: sales and marketing activity, product development, the customer’s career, and their organization.
  • Manage high-touch customer reference relationships.

RESPONSIBILITIES (Cont.)

  • Create and maintain in-depth customer profiles and contacts.
  • Stimulate, nurture, and curate review activity on peer review sites and communities like G2, T, and Gartner Trust Radius and Gartner Peer Insights.
  • Interface with sales, marketing, and product management teams to understand their needs and advise them on how/when to best use references.
  • Support and provide input into sales, marketing, and product management deliverables including but not limited to: peer to peer networking, event speaking opportunities, and 1: many reference calls.
  • Manage reference requests tracking reference activity and outcomes.
  • Identify and track potential customer success stories from the reference program and other sources.
  • Help define customer reference metrics/goals/benchmarks and track/report progress against them.
  • Report outcome metrics for strategic customer engagement, and foster and promote long-term, mutually beneficial customer relationships.

ABOUT THE REQUIREMENTS

EXPERIENCE
 

  • Proven direct participation or ownership for customer reference marketing and/or building a similar customer relationship/content development program.
  • Demonstrable experience of program or project management. Have simultaneously managed multiple high priority tasks or projects with competing deadlines, across various departments.
  • Customer-facing experience (particularly with senior level audiences), and experience initiating and fostering relationships with customers.
  • Experience managing marketing or sales campaigns from concept, to implementation, to results analysis.
  • Experience working with or managing internal and external teams and resources.
  • Worked cross-functionally (especially with Sales, Engineering and Support) in a fast-paced environment.

REQUIREMENTS (Cont.)

SKILLS & COMPETENCIES
 

  • Prior experience working with customers (references), influencers, and peer communities in B2B enterprise software and services required.
  • Proven track record of building trust relationships with customers in reference programs.
  • Ideally experience in defining and developing Reference Programs at an international level, and working with peer review sites, reference database software and communities like G2, TrustRadius and Gartner Peer Insights is a plus.
  • Excellent interpersonal, teamwork, project and time management skills.
  • Excellent written and verbal communications skills.
  • Ability to translate technical details and implementation success into engaging, value driven reference points consumable by diverse audiences
  • Self-starter with a strong sense of ownership and accountability, and able to prioritize in a complex, fast-paced and lean organization.
  • Passion for building a world class program and desire to own and refine key operational processes with limited resources.

ADDITIONAL INFORMATION

Full time position. Normal working hours will be standard to the location of the successful applicant. However, as a role with global responsibility there will frequently be occasions when working hours fall outside of ‘standard’ hours. You will be facilitating and having conversations with colleagues, partners and customers around the world and may need to work with their availability locally.

This role is home-based, with attendance at local Avaya office/s when required. There may be opportunity and/or requirement to travel on occasion, which may occasionally involve overnight stays.

 

EDUCATION/QUALIFICATION
 

Bachelor’s/College degree preferred. Advanced degrees appreciated.

Excellent command of spoken and written English as a primary language. Other language skills are a bonus.

Experience

5 - 8 Years of Experience

Education

Bachelor degree or equivalent experience

Preferred Certifications

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy, accessible at https://www.avaya.com/en/privacy/policy/ and applicable Privacy Statement relevant to this job posting accessible at https://www.avaya.com/en/documents/info-applicants.pdf. For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: https://www.avaya.com/en/documents/gdpr-info-applicants.pdf


Nearest Major Market: Raleigh