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.


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.

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 necessaryKnowledge of Salesforce CRM a plus.
  • Bachelor’s degree.

benefits

Why Birdeye?
15 years ago brands controlled customer experiences. But in 2021, 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 60,000 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

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