Customer Success Specialist - Onboarding at Birdeye in Gurugram - Apply now!

Customer SuccessFull-time

description

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.

requirements

  • 4-8years 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.


Experience – 2-6 Years

Role - Individual Contributor

Shift Timings - 6:30pm to 3:30am (IST)


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

benefits

  • Work closely with a cross functional team of highly motivated and intelligent folks with a unique range of startup and enterprise experience
  • We offer a competitive salary, healthcare benefits, catered meals, flexible work timings, along with all of the opportunities inherent in a fast-growing organization!

What We Do:

BirdEye is a Customer Driven Marketing all-in-one platform built from the ground up to help businesses turn every customer into a happy customer. The BirdEye platform enables businesses to monitor reviews from all major sites, gain new reviews, manage customer feedback, and automatically promote their good reputation across the web, social media, and search engines.

BirdEye Customer Experience Platform converts in-moment feedback into swift corrective actions, leading to positive experiences; our natural language processing and big data engine gleans all the customer feedback to provide businesses with actionable insights and competitive benchmarking to fine-tune products, services, and operations.

BirdEye closes the loop on customer experience and reputation management turning customer feedback into the next-generation marketing engine. BirdEye was founded in 2012, and we are now over 350 employees strong and obsessing every day about our over 40,000 businesses.

We have offices in Palo Alto, Sacramento, Denver, Dallas and New Delhi (Gurugram).

In addition to our relentless focus on the customer, we’ve received over $30 million in venture funding, we’ve won a PnP Hottest Startup Award and a Silver Stevie Award in 2016 and rank #15 on Saas1000, the Index of the fastest growing Saas companies. We aren’t slowing down anytime soon.

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