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

Customer SuccessFull-time

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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

Birdeye is searching for a top-notch 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 Small Business Account Management function and will report into the Senior Manager, 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 customend wd

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 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 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