Manager Customer Success

Job Description?

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 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.

Shift Timings - 7:30pm to 4:30am (IST)

Work with / coach your team of CSM’s to improve the quality and effectiveness of the 30-day onboarding process.

Improve the throughput and scalability of the team by identifying opportunities to automate and streamline the onboarding process.

Partner with IT, Marketing, Business Systems, Support and other teams to enhance current onboarding processes and tools.

Work closely with the Manager of Retention to identify trends and strategies that will improve the retention of BirdEye customers.

Closely monitor key onboarding 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.

PREFERRED SKILLS & EXPERIENCE:

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.

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.

Interested candidates, please send their resumes at [email protected]

Regards

Iqbal Kaur