Customer Success Representative

BirdEye in Tom Bean, TX

  • Industry: Advertising/Marketing/Public Relations - Marketing Director
  • Type: Full Time
  • $153,680.00 - 153,680.00
position filled
Description:

WHO WE ARE HIRING:

BirdEye is looking for a Customer Success Manager (SMB) with a passion for relationship management. You will nurture and manage accounts to maintain a healthy life-cycle, ensuring customers see the benefits of our platform and renew. This is a vital and hands-on role, where youll work with hand-in-hand with customers to help improve their online reputation.
The Customer Success Manager (Retention Specialist) is a full time job based in the Dallas/Ft. Worth metro area (remote candidates not accepted at this time).

Customer Success Values in a Nutshell
We are Customer Obsessed.
Were a meritocracy - youre judged on performance not who you know.
We make data-driven decisions.
Your opinion matters. Collaborative environment to help make BirdEye successful

.

Requirements:

WHO YOU ARE:

You have 3-5 years in SaaS sales and support, account management, customer success
Proven ability in organization, project management, time management, and communication skills
Ability to stay calm and manage clients even under adverse conditions
Winning back clients excites you
A customer advocate capable of understanding the clients point of view
Ability to understand new features and train clients accordingly
Youve got a Technical, Product/Project Manager background and have experience troubleshooting software
You have strong relationship management skills
Successfully worked with clients through high touch implementations
Organization is your wheelhouse and you know how to track data, especially with SalesForce or other CRMs
You thrive in a multitasking environment and can adjust priorities on-the-fly
Planning and documenting is your forte. Nothing falls through the cracks with you
You have strong reporting skills
You can empathize with our customers & like to teach people about technology
Picking up the phone and tackling issues is your norm
Organization is your wheelhouse and you know how to track data, especially with SalesForce or other CRMs
Planning and documenting is your forte. Nothing falls through the cracks with you

WHAT YOULL DO:
Responsible for renewals with clients
Monitor and analyze account health to identify churn risk
Win back clients who have requested a cancellation
Utilize your creativity to refine and innovate processes to improve Customer Success
Leverage your sales skills to reinforce the value proposition of BirdEye
Be the point of escalation for clients and salespeople to ensure client satisfaction
Develop methods for managing customer satisfaction
Leverage research and understand of our clients industries to create tailor-made solutions
Handle some financial and billing issues for BirdEyes clients
Additional assigned projects as assigned

WHAT WE OFFER:
A competitive salary
A rich benefits package including medical, dental, and vision
401(k) plan
Stocked kitchen complete with coffee, snacks, and Friday lunch catered
Flexible work hours
All of the opportunities inherent in a fast-growing organization!

WHO WE ARE:

BirdEye is the leading customer experience and business reputation platform, reimagining the way reviews are used to better understand customers, improve operations, and increase revenues. More than 50,000 businesses across all industries trust BirdEye to accelerate their growth through improved customer experience and review management. BirdEyes all-in-one software includes review monitoring, review generation, review marketing, customer surveys, social listening, social publishing, social engagement, ticketing for customer support, listings, webchat, customer surveys, actionable insights, and competitive benchmarking. With BirdEye, companies can put customers at the core of every business decision, turning feedback into insights, insights into action, and customer happiness into revenue.

Founded in 2012, BirdEye is headquartered in Silicon Valley and led by alumni from Google, Amazon and Yahoo. In 2019, BirdEye was ranked #60 in the 100 Best Software Companies in the world by G2 Crowd. BirdEye is backed by Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures and World Innovation Lab.

To learn more, please visit:

Some noteworthy mentions:
Check out some of our recent G2Crowd awards!

Best Software Company in 2019: #60
Leader in Online Reputation Management: #1
Best Small Business Software in 2019: #25
Best Product for Marketers in 2019: #16
Leader in Enterprise Feedback Management (Spring 2019)
Leader in Live Chat (Spring 2019)
High Performer Award in Surveys (Spring 2019)

OUR VALUES:

As relentless innovators, we make excellence a habit. We know that building beautiful things means shattering walls, so were bold, scrappy, and love a good challenge. Were obsessed with our customers. We put their happiness at the center of every decision, and we view our customers weaknesses and successes as our own.
Working at BirdEye means being part of a tight-knit family that helps you succeed and loves to celebrate with you. We find strength in diversity and inclusion, so we strive to find different points of view and expect everyone to represent their authentic self at all times.

PM19


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