Team Lead- Account Management at Birdeye in Gurugram - Apply now!

Customer SuccessFull-Time

description

Why Birdeye?

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 who’s 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 birdeye.com.

What You'll Do

As a Lead- Customer Success, your primary function will be to lead a team of account managers driving adoption with current customers / partners to help ensure a high renewal rate. 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

  • You will be responsible for a Team of account managers responsible for, product adoption, account growth and account success. In reseller / Partner network.
  • Monitor health and proactively reach out to accounts based on key metrics/events/triggers specifically those customers that have low adoption.
  • Build strategies to enable the partner network and deliver results on Gross retention and Net retention.
  • Coach team members on skills to drive success across the team.
  • Own and forecast numbers / run QBR’s / MBR’s with clients and stakeholders.
  • Monitor team performance and report on metrics regularly.

requirements

  • Account management experience
  • Direct customer interaction- SMB and Enterprise, focused on US markets, in a supervisory role.
  • Good background of SaaS SMB account management, QBRs, strategies for SMB retention and reach outs etc.
  • Outstanding multi-task task management skills across a varied set of responsibilities.
  • Challenges status QUO and driven by goals and achievements.
  • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises Ability to build credibility and trust by understanding and addressing customer requirements
  • 5+ years of experience in a customer facing support/success/account management/retention and growth role.
  • Strong oral and written communication skills.
  • Consultative approach to account management.
  • 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 Sales force CRM a plus

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.

Apply