Customer Success Manager Mid-Market

Job Type

Full-time

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 isnt just a goal – its 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

Onboarding is part of Customer Success and in this role, you are responsible for the successful onboarding of Birdeye mid market clients. As the clients technical contact and often the first touchpoint of the Customer Success Team, you will play a critical role in ensuring a world-class onboarding experience, driving product adoption with new & current customers, business value and overall customer satisfaction during the 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.

Responsibilities:

• Manage entire onboarding process, from initial kick off to final implementation review meeting
• Drive user and product adoption of all purchased features
• Identify upsell opportunities in order to grow accounts
• Develop strong relationships with customers and internal cross-functional teams (product, sales, support, etc.)
• Coordinate with clients IT department to ensure all automation and integrations are complete
• Follow up on client requests and ensure the client is informed along the way
• Weekly sync-up with clients on onboarding progress
• Ability to understand new features and train clients accordingly
• Quarterly Business Reviews with clients which also includes creating the review presentation
• Dive head-first into integration issues, information mapping, or other technical issues
• Run Database Queries for additional reporting needs
  
  
  

Requirements

• Bachelor’s degree
• 3-5 or more years of experience in a customer facing support or success role, with 2+ years of direct experience onboarding customers to a SaaS platform
• Excellent oral and written communication skills
• Self-starter who takes initiative and has experience working in mid-size to enterprise teams
• You have Project Management background and have experience troubleshooting software
• Attention to detail, highly organized, and reliability are a must - able to work as a team with little direction when necessary
• Ability to effectively manage delicate customer situations
• Deep customer empathy
• Experience using a CRM (Salesforce) is a plus
• You have strong Excel & Presentation skills
  
  
  

Why You’ll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our prayers sleeves and get work done. Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times.

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