Manager, Customer Success at Birdeye in Gurugram - Apply now!

Customer SuccessFull-time

description

Why Birdeye?

15 years ago brands controlled customer experiences. But in 2022, it’s customer experiences that control brands. Customers now choose businesses based on shared experiences, not ads. So marketers now have to create and promote great experiences, and they need a platform that can do this at scale.

Birdeye is an all-in-one Experience Marketing platform for multi-location businesses. More than 80,000 businesses of all sizes use Birdeye every day to be found online and chosen through listings, reviews and referrals; be connected with leads and customers on the channels of their choice, and deliver the best customer experience with survey, ticketing and insights tools.

Founded in 2012, Birdeye is headquartered in Palo Alto, and led by alumni from Google, Amazon, Salesforce and Yahoo. Birdeye is backed by Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures and World Innovation Lab. The company has been the highest-rated Experience Marketing platform over the last 5 years on G2.

To learn more, please visit: https://birdeye.com

What You'll Do

Birdeye is searching for a top-notch Lead/Manager of Customer Success to lead a team of CSM's operating in a fast-paced startup environment. This role will be focused on leading the onboarding function for SMB which represents the largest business segment within Birdeye. This role will report into the Director of Customer Success.

We take customer happiness very seriously and its core to our DNA. You must also be results driven, confident and a dynamic leader that can quickly make key decisions to adjust the organization as business needs dictate. Ability to effectively communicate across the organization while inspiring and motivating the team to perform at a high level.

Our team has customer happiness as the driving factor for all we do. To be considered for the role you must believe in these core CS values:

  • Ensure Customer Happiness – Obsessive and unwavering commitment to making customers successful.
  • Results, not excuses – Relentless focus on delivering results through innovation and a bias for action and a no-excuses mentality.
  • Strive For Excellence – Commit to operating collaboratively in an environment driven by professionalism, integrity, passion, and accountability.

Responsibilities

  • Work with / coach your team of CSM’s to improve the quality and effectiveness of the customer engagement process.
  • Improve the throughput and scalability of the team by finding opportunities to automate and streamline processes.
  • Partner with IT, Marketing, Business Systems, Support and other teams to enhance current processes and tools.
  • Work closely with the CS Ops and Finance team to identify trends and strategies that will improve the retention & growth of BirdEye customers.
  • Closely monitor key performance metrics and implement changes that will drive continual improvement.
  • Work closely with sales leadership to ensure there is tight alignment between the teams and resolving customer escalations.
  • Point of contact for escalation calls for our SMB customers

requirements

  • Bachelor’s degree in an appropriate discipline
  • Experience evolving and optimizing people, process and tools
  • Expertise managing large complicated accounts and projects at the most senior level
  • Experience with account portfolio planning and prioritization
  • Capability as a credible and effective consultant/coach at the executive level down in order to facilitate change management
  • Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict.

Why You’ll Join Us

At Birdeye, we know that our success is tied to our customers’ success, so we are continually raising the bar for ourselves and others around us to deliver meaningful results.

We seek to innovate and to be the #1 product in our category, which means we need to drive results for our customers and to always deliver what we commit.

Our quality needs to be world-class and second to none, so we are exceptionally hands-on to get work done. We roll up our sleeves and DO.

Working at Birdeye means being part of a tight-knit family that helps you succeed and loves to celebrate with you! We find strength in diversity and inclusion, so we strive to find different points of view and expect everyone to represent their authentic self at all times.

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