Manager, Account Management
Once upon a time, local businesses could attract customers through advertising and word of mouth. However, that has all changed. Today consumers choose where to spend their money based on online reputation and digital experiences. Modern companies must deliver exceptional experiences that create repeat customers and need a platform that can do this at scale. Local businesses often need help to overcome the complexity and inefficiencies of using multiple applications to manage and optimize their marketing and customer experience operations. Their use of fragmented point solutions keeps them from achieving true customer insights and acting upon them in real time.
This is the challenge that Birdeye solves with its all-in-one reputation and customer experience platform. More than 100,000 local businesses and brands use Birdeye to be found online through local listings and reviews; engage with consumers through webchat, text, and social media messaging; collect digital payments; and gain insights to improve customer experience with survey, ticketing and benchmarking tools.
Birdeye is the leading all-in-one platform trusted by over 100,000 businesses of all sizes to manage online reputation, connect with customers, and generate insights. Founded in 2012 by Naveen (the 2021 EY Entrepreneur of the Year) and Neeraj Gupta, Birdeye is based in Palo Alto, CA, and backed by investors Marc Benioff, Jerry Yang, and Accel-KKR. Learn more at birdeye.com.
What will you do?
Position Overview: As a Manager of Upsells at Birdeye,, your role is to lead a team of sales professionals and drive revenue growth by maximizing upsell opportunities with existing customers. You will work closely with the sales team, customer success managers, and other cross-functional teams to identify opportunities, develop strategies, and execute upselling initiatives. Your goal will be to increase the adoption and usage of additional features, modules, or upgrades within the SaaS product offerings, ultimately contributing to increased customer satisfaction and revenue generation
What do we need?
1. Team Leadership:
- Manage and lead a team of upsell sales representatives, providing guidance, coaching, and support to achieve individual and team targets.
- Set performance goals and objectives for the team, monitor progress, and provide regular feedback and performance evaluations.
2. Upsell Strategy Development:
- Collaborate with the sales leadership and product teams to develop effective upsell strategies and identify target customer segments.
- Analyze market trends, customer behavior, and competitor offerings to identify upsell opportunities and tailor strategies accordingly.
- Define pricing strategies, discounts, and incentives to maximize upsell conversions while maintaining profitability.
3. Customer Engagement and Relationship Building:
- Collaborate with customer success teams to identify and prioritize upsell opportunities based on customer usage patterns, needs, and feedback.
- Engage directly with key customers to understand their requirements, challenges, and goals to position relevant upsell options effectively.
- Build strong relationships with existing customers to enhance customer loyalty and advocacy, fostering long-term partnerships.
4. Upsell Execution and Performance Tracking:
- Develop and implement upsell processes, workflows, and tools to streamline the upsell lifecycle, from identification to close.
- Monitor and analyze sales data, conversion rates, and other key metrics to measure the effectiveness of upsell strategies and identify areas for improvement.
- Provide regular reports and updates to senior management on upsell performance, revenue growth, and market trends.
5. Cross-functional Collaboration:
- Collaborate with marketing teams to develop targeted upsell campaigns, collateral, and materials to support sales efforts.
- Work closely with product management and development teams to understand product roadmaps, feature enhancements, and new offerings to drive upsell opportunities.
- Coordinate with customer support teams to address customer inquiries, concerns, and technical issues related to upsells.
- Bachelor's degree in business, marketing, or a related field. MBA or relevant advanced degree is a plus.
- Proven experience in sales or account management, preferably in the SaaS industry, with a track record of successful upselling and revenue growth.
- Strong leadership and team management skills, with the ability to motivate and inspire a sales team to achieve targets.
- Excellent communication and interpersonal skills, with the ability to build and maintain relationships with customers and internal stakeholders.
- Analytical mindset, with the ability to analyze sales data, market trends, and customer behavior to drive effective upsell strategies.
- Familiarity with CRM systems and sales tools to track and manage customer interactions and sales pipelines.
- Results-driven with a focus on achieving and exceeding upsell targets while maintaining customer satisfaction.
- Adaptability and flexibility to thrive in a fast-paced, dynamic startup environment.
Why You’ll Join Us
At Birdeye, we know that our success is tied to our customers’ success, so we are continually raising the bar for ourselves and others around us to deliver meaningful results.We seek to innovate and to be the #1 product in our category, which means we need to drive results for our customers and to always deliver what we commit.
Our quality needs to be world-class and second to none, so we are exceptionally hands-on to get work done. We roll up our sleeves and DO.
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.
Note: The above job description is a general outline of the responsibilities and qualifications typically associated with this role. Actual job duties may vary depending on the organization and industry practices.