Senior Customer Reference Manager at Cloudflare

| Austin | Remote
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About Us
 

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers approximately 25 million Internet properties, for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. 

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! 

About the Role 

The Senior Customer Reference Manager will be responsible for building, managing and growing the customer reference program at Cloudflare. Reporting to the Head of Customer Advocacy, the ideal candidate will have previous experience in implementing and managing a successful customer reference program in high growth SaaS companies. 

You will work cross functionally to build customer participation globally and support requests from stakeholders in Sales, Marketing and PR. This is a fantastic opportunity to join a high growth company and bring your previous experience to create and execute a full-fledged Customer Engagement/Reference program at Cloudflare.

Knowledge of Reference Management and Customer Marketing/Advocacy tools is highly desired!

Responsibilities

  • Strategize, define and develop a new Cloudflare Customer Engagement/Reference Program, working cross-functionally to identify, mobilize, and nurture reference customers.
  • Support marketing reference requests from event and campaign managers, Analyst and Public Relations teams.  
  • Fulfill Sales and RFP requests for references and match with relevant customers 
  • Grow customer review activity on peer review sites and communities like Gartner Peer Insights and others 
  • Develop process to intake and contribute reference customers for research and beta of new products
  • Manage high-touch customer reference relationships and develop an integrated customer reference engagement plan with our top strategic customers.
  • Determine customer reference metrics/goals/benchmarks and track/report progress against them

Requirements

  • Experience in building and running successful reference programs, including, how to recruit participants, manage the reference process, grow the reference community and create, manage and report on the metrics of the program.
  • Professional and self-motivated leader and team member, who can organize and manage projects across functions (especially with Marketing and Sales) and with multiple stakeholders and contributors
  • Experience with Reference Management and/or Customer Advocacy/Marketing tools 
  • Outgoing with dynamic interpersonal and top-notch verbal and written communication skills.

Skills, knowledge and experience

  • Bachelor’s Degree in Business/Marketing or Communications related field 
  • 5+ years of customer marketing/reference experience
  • Significant experience in B2B technology marketing with a keen understanding of the Internet ecosystem and technical audiences  
  • Highly customer empathetic 
  • Collaborative, team-oriented attitude
  • Ability to effectively influence both internal and external stakeholders across all levels of the organization.
  • Have a bias to action and the ability to not only manage but thrive in a fast-paced environment
  • A passion for Cloudflare’s mission and the success of our customers, partners, and community.

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.

Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer.  We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.  All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.  If you require a reasonable accommodation to apply for a job, please contact us via e-mail at [email protected] or via mail at 101 Townsend St. San Francisco, CA 94107.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • rustLanguages
    • ReactLibraries
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • SalesforceCRM

Location

600 Congress Ave S, Austin, TX 78704

What are Cloudflare Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Online course subscriptions available
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