Job Description: As a Customer References Manager, you will own the internal relationship between the AWS Sales/Business Development organizations and the AWS Customer References Program (GCRP) and support our customer stories program. This includes ensuring that internal stakeholders have the training and resources they need to successfully find customer references for a variety of uses, maintaining a robust customer references database, partnering with Sales and Marketing to identify reference needs and produce strategic reference assets, and updating the AWS organization by sending communication on a consistent basis.
The ideal candidate for this role has a sharp eye for detail, is driven to solve tough problems in creative ways, and is obsessed with building customer relationships through storytelling. In this role you will interact with customers, develop marketing plans, and get your hands dirty in the day-to-day operations of the GCRP, while also thinking big about how AWS can continue to innovate in customer storytelling.
Key Responsibilities Include: o Manage the customer references database to improve search quality and maintain data integrity o Own relationship with database vendor to develop and implement improvements to user experience o Drive strategic awareness campaigns to grow active users within references database o Provide consistent communication (weekly email, newsletter) to the organization o Deliver training and education programs, working with cross-functional teams to measure results and make improvements (monthly trainings, broadcast channel, sales enablement portal etc.) o Collect customer feedback through regular research & analysis o Tackle ambiguous projects that help solve both tactical and strategic level problems o Create internal marketing channels to increase awareness of new content o Optimize and manage customer story review process, including coordination with agency. o Respond to time-critical requests from various stakeholders o Periodically write and edit customer-story content o Maintain external customer success website About You: · You are detail oriented with a desire to drive high quality results, but always with a strong bias for action. · You take a results- and service-oriented approach; ensuring projects are delivered to business owners on time, on budget, and on strategy. · You are able to connect the dots across a multitude of different but inter-connected areas. · You are a problem solver with strong intellectual curiosity who enjoys finding better new ways of doing things.
o 5-7 years of relevant work experience in customer marketing/references/advocacy o Experience in marketing B2B technology products or services preferred o Bachelor’s degree in business, marketing, technology, or relevant field of study o Time management, prioritization, organizational skills, attentiveness, accuracy in performance and keen attention to detail o Experience pitching ideas to senior leaders in cross-functional teams o Experience with managing medium to large datasets o Demonstrated ability to work independently and autonomously o Demonstrated ability to Invent & Simplify for programs and processes
o Knowledge of industry tools such as Salesforce and other content management systems o Experience with content production or content marketing o Strong editing skills