About This Project

Implementation Manager, Customer Success

Job Summary

BirdEye, recently awarded “hottest company” by Plug and Play Tech Center, is looking for a rockstar Customer Implementations Manager. You will provide extraordinary customer service to businesses, with a focus on managing the relationship and technical implementation of new customers who have signed on with BirdEye.

Jump start your career in an energetic, rapidly-growing startup with endless opportunities to learn, grow, and connect. We’re looking for an awesome individual with a passion for both people and technology. You go with the flow and thrive in fast-paced environments. You are an expert in customer experience and possess strong communication skills and attention to detail. 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. Leaving a consistently positive impact on the customer’s overall experience is your top priority. We’ll rely on you to listen to our business’s 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 Dallas, TX office. This is a full-time role with competitive salary, healthcare benefits, 401K and PTO.

 

Responsibilities

  • Own the success of onboarding of new customers to the BirdEye platform; you are the client’s first interaction with BirdEye!
  • Perform and manage configuration of BirdEye platform based on client needs
  • Demonstrate and train client on BirdEye platform
  • Understand client goals, manage expectations and plan for their long term success
  • 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 clients
  • Take proactive action with fast turnaround on all issues and questions
  • Document calls and customer interactions in Salesforce

 

Qualifications

  • Experience with online subscription/Internet/SaaS products is a must
  • 1-2 years experience in customer service, account management or technology onboarding
  • Knowledge of SaaS platforms, CX and Social Media
  • 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
  • Bachelor’s degree in related field (Technology, Engineering, Mathematics, Sciences)

 

Nice to Have

  • Experience in Customer Experience Management, Social Media Campaigns, SEO
  • 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
Dallas (TX) United States