About This Project

Account Manager, Customer Success

Job Summary

BirdEye, recently awarded “hottest company” by Plug and Play Tech Center, is looking for experienced account managers to manage and grow our enterprise and mid-market client base. As a Customer Success Account Manager, you will use a combination of tools to help get new BirdEye users started, learn about their business and online reputation 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 and retention.

You possess high positive energy and love to work with customers and make them successful. You are an expert in social media and possess strong verbal and written communication skills. 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 customer’s overall experience with Birdeye. We’ll 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!

This position is based out of our Sunnyvale, CA office. This is a full-time role with competitive salary, healthcare benefits, 401K and PTO.

 

Responsibilities

  • Manage the full life cycle of BirdEye’s clients – onboarding, training, management and growth
  • Develop deep understanding of the online reputation needs of the client’s business and plan for their long term success with BirdEye
  • Perform technical configuration of BirdEye platform based on client needs; coordinate with engineering and offshore teams as needed
  • Demonstrate and train customer on value of the BirdEye platform with periodic check-in calls, and program health reviews
  • Take proactive action with fast turnaround on all customer issues and questions
  • Track accounts to identify churn risk and work proactively to eliminate such risks
  • Maintain a deep understanding of products and speak with customers about the most relevant features/functionality for their specific business needs
  • Function as the voice of the customer and provide internal feedback on how BirdEye can better serve our small and medium-sized business clients

 

Qualifications

  • Bachelor’s degree in technology, engineering, science, mathematics or equivalent experience
  • 3+ years experience in professional services or B2B account management
  • Knowledge of CX/SEM/SEO/advertising/social media
  • Technical experience or aptitude in working with SaaS platform configuration and troubleshooting
  • Experience with online subscription / SaaS products is a must
  • Energetic extroverted personality–you love working with customers
  • Enthusiasm for troubleshooting issues; excited to learn and use new products/features
  • Ability to stay calm and manage clients even under adverse conditions
  • Strong communication skills and technical aptitude
  • Diligence and organization in follow-up processes – document all calls/customer interactions in CRM

 

Nice to Have

  • Experience in Customer Experience / Reputation Management, Social Media Campaigns
  • Upsell and value-selling experience

 

About BirdEye Inc.

BirdEye is a SaaS platform reimagining the way customer feedback is used to acquire and retain connected customers by closing the loop between business reputation and customer experience. The BirdEye platform captures real-time customer feedback, ratings and sentiment across every channel — review sites, social media, and surveys. With BirdEye’s tools, businesses can engage in every step of the customer journey, establish a positive online presence, and benchmark performance across locations and against competitors. In today’s reputation economy, BirdEye provides the eyes, ears and algorithms necessary to create a stand-out customer experience that pleases a digital consumer society reliant on instant gratification.

 

BirdEye powers reputation and customer experience for 10,000+ businesses, 100+ digital agencies and F1000 clients. Based in Sunnyvale, CA, BirdEye was founded in 2012 by alumni from Yahoo, Google, Amazon and Cisco.

 

To see the BirdEye platform in action, visit birdeye.com/scan-business/. To learn more, go to birdeye.com or find us on LinkedIn, Facebook and Twitter.

 

Date
Category
Customer Success
Tags
Sunnyvale (CA) United States