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WHO WE ARE:

Once upon a time, local businesses could attract customers through advertising and word of mouth. But today consumers choose businesses based on online reputation and digital experiences. The modern marketer must deliver exceptional experiences that create repeat customers, and they need a platform that can do this at scale. Local businesses often struggle to overcome the complexity and inefficiencies that come from using multiple applications to manage and optimize their marketing and customer experience operations. They often find that their use of fragmented point solutions keeps them from achieving true customer insights - and from 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 90,000 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.

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 and in 2021, our CEO and Co-founder was named 2021 EY Entrepreneur of the Year. Birdeye is backed by the whos who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, and World Innovation Lab - and recently closed a $60 million Series C funding round led by Accel-KKR, a leading technology-focused investment firm. Learn more at (link removed)(link removed)>

WHAT YOULL DO:

Birdeye is looking for an experienced Commercial Customer Success Manager to manage and grow our upmarket client base. As a Customer Success Manager, you will use a combination of tools to help get new Birdeye users started, learn about their business and customer experience needs, and ensure that they know how to use Birdeye to their maximum benefit. Their successes will feel like yours. You are empathetic to their specific business processes, and can craft communication and education tailored to each this includes account onboarding, training, management, retention, renewal and expansion.

You possess high positive energy and love to work with customers and make them successful. You are an expert in CX and possess strong verbal and written communication skills. You are comfortable presenting and strategizing with C-Suite. You are a diligent worker, technically savvy, a problem solver, and do whatever it takes to deliver value to businesses. You must be able to clearly understand business needs and articulate Birdeye value proposition. You will make it your priority to positively impact and manage the customers overall experience with Birdeye. Well rely on you to listen to our business customers and use your expertise, creativity, and passion to meet their needs and remind them that behind our awesome product are amazing people like you who are the voice of Birdeye!

Requirements

• Bachelors degree in marketing, business, engineering, science, mathematics, technology or equivalent experience
• 3+ years experience in professional services or B2B account management, preferably in SaaS
• Technical experience or aptitude in working with SaaS platform configuration and troubleshooting, including APIs
• Knowledge of NPS/CSAT
• Highly proficient in managing relationships at the C level
• Up-sell and value-selling experience
• Proven ability in organization, project management, time management, and communication skills
• Knowledge of CX/SEM/SEO/advertising/social media
• Experience with online subscription / SaaS products is a must
• Strategically driven; strong presentation skills required to deliver impactful QBRs
• Ability to quickly grasp and succinctly explain technological and business concepts
• Proven track record in managing upmarket customer relationships and delivering results
• Ability to stay calm and manage clients even under adverse conditions
• Diligence and organization in follow-up processes document all calls/customer interactions

Benefits

• 100% Employer-paid benefit plans available for employees with multiple health plan options (HSA, PPO)
• Flexible PTO
• 401(k) with company match
• Flexible work from home options available
• Maternity & Paternity Leave
• Employee Resource Groups - network with like-minded "Birds"
• Abundant opportunities that come with a dynamic and fast-growing organization!