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Customer Success Manager, Product Adoption

Birdeye

Birdeye

Product, Customer Service, Sales & Business Development
Posted on Wednesday, January 24, 2024

description

Why Birdeye?

Birdeye is the highest-rated reputation, social media, and customer experience platform for local businesses and brands. Over 150,000 businesses use Birdeye’s AI-powered platform to effortlessly manage online reputation, connect with prospects through social media and digital channels, and gain customer experience insights to grow sales and thrive.

At Birdeye, innovation isn't just a goal – it's our driving force. Our commitment to pushing boundaries and redefining industry standards has earned us accolades as one of the foremost providers of AI, Reputation Management, Social Media, and Customer Experience software by G2.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, World Innovation Lab, and Accel-KKR.

What You'll Do

As a Customer Success Specialist, your primary function will be helping clients onboard and driving product adoption with new & current customers to help ensure a high renewal rate. In this individual contributor role, you will proactively work with customers to drive increased platform adoption, business value, and overall customer satisfaction during the 90-day onboarding period. You will utilize superior customer success skills, expert platform knowledge as well as reputation management best practices in order to provide consultative advice to customers so they can optimize the capabilities of the Birdeye platform.

Shift Timings - 6:30PM - 3:30 AM

Responsibilities

  • You will be responsible for product adoption, account growth (upsells), and account success.
  • Monitor account health and proactively reach out to clients based on key metrics & triggers specifically those customers that have low adoption.
  • Increase Customer Satisfaction and minimize Churn, by engaging via emails, calls, and texts to resolve challenges they are facing with respect to our product, also sharing inputs to better use the product.
  • Help customers implement integrations with the Birdeye platform.
  • Provide support for accounts that are at risk and escalated account issues.

requirements

  • 4-8 years of experience in a customer-facing support/success/account management role.
  • Customer experience champion.
  • Excellent oral and written communication skills.
  • Consultative approach & stakeholder management.
  • Deep customer empathy.
  • Understanding of SMB space, particularly in the specified vertical.
  • Exceptional Saas product knowledge.
  • Ability to effectively manage delicate customer situations
  • Organized and reliable - Able to work as a team with little direction when necessary
  • Knowledge of Salesforce CRM a plus.
  • Bachelor’s degree.

Why You’ll Join Us

At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence. We don't just set goals – we surpass them. We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication.

Working here means embracing a culture of action and accountability, where every person is empowered to make an impact. We don't just talk about making a difference – we make it happen.

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