Customer Success & Retention Specialist

Birdeye, Inc Dallas , TX 75201

Posted 6 months ago

WHO WE ARE HIRING:

BirdEye is looking for a Customer Success & Retention Specialist (SMB) with a passion for relationship management. You will nurture and manage accounts to maintain a healthy life-cycle, ensuring customers see the benefits of our platform and renew. This is a vital and hands-on role, where youll work with hand-in-hand with customers to help improve their online reputation.

The Customer Success Retention Specialist is a full time job based in the Dallas/Ft. Worth metro area (remote candidates not accepted at this time).

Customer Success Values in a Nutshell

  • We are Customer Obsessed.
  • Were a meritocracy - youre judged on performance not who you know.
  • We make data-driven decisions.
  • Your opinion matters. Collaborative environment to help make BirdEye successful

Requirements

WHO YOU ARE:

  • You have 2-3 years in SaaS sales and support, account management, customer success
  • Proven ability in organization, project management, time management, and communication skills
  • Ability to stay calm and manage clients even under adverse conditions
  • Winning back clients excites you
  • A customer advocate capable of understanding the clients point of view
  • Ability to understand new features and train clients accordingly
  • Youve got a Technical, Product/Project Manager background and have experience troubleshooting software
  • You have strong relationship management skills
  • Successfully worked with clients through high touch implementations
  • Organization is your wheelhouse and you know how to track data, especially with SalesForce or other CRMs
  • You thrive in a multitasking environment and can adjust priorities on-the-fly
  • Planning and documenting is your forte. Nothing falls through the cracks with you
  • You have strong reporting skills
  • You can empathize with our customers & like to teach people about technology
  • Picking up the phone and tackling issues is your norm
  • Organization is your wheelhouse and you know how to track data, especially with SalesForce or other CRMs
  • Planning and documenting is your forte. Nothing falls through the cracks with you

WHAT YOULL DO:

Customer Success & Account Management

  • Act as the primary post-sale contact for high value clients to guarantee onboarding, user
    adoption, retention, and the overall success of the account
  • Develops strong relationships with customers and internal cross-functional teams (product, sales, support, etc.)
  • Coordinate with client's IT department to ensure all automation and integrations are complete
  • Follow up on client requests and ensure the client is informed along the way
  • Maintain bi-weekly or monthly calls with clients
  • Perform all scheduled and ad hoc check-in reviews with clients to highlight results and encourage future product usage and up-sells
  • Dive head-first into integration issues, information mapping, or other technical issues.
  • Use Salesforce to properly document activity

Retention

  • Responsible for renewals with clients
  • Monitor and analyze account health to identify churn risk
  • Win back clients who have requested a cancellation
  • Utilize your creativity to refine and innovate processes to improve Customer Success
  • Leverage your sales skills to reinforce the value proposition of BirdEye
  • Be the point of escalation for clients and salespeople to ensure client satisfaction
  • Develop methods for managing customer satisfaction
  • Leverage research and understand of our clients industries to create tailor-made solutions
  • Handle some financial and billing issues for BirdEyes clients
  • Additional assigned projects such as

Benefits

WHAT WE OFFER:

  • A competitive salary
  • A rich benefits package including medical, dental, and vision
  • 401(k) plan
  • Stocked kitchen complete with coffee, snacks, and Friday lunch catered
  • Flexible work hours
  • All of the opportunities inherent in a fast-growing organization!

Our Company:

BirdEye is a SaaS platform that reimagines the way customer feedback is used to acquire and retain connected customers by closing the loop between reputation marketing and customer experience. BirdEye enables businesses to get new reviews and captures existing customer sentiment from review sites, social media, Net Promoter Scores, and support cases in real-time. BirdEye converts all feedback into actionable insights so businesses can engage in every step of the customer journey, establish a positive online presence, and benchmark performance across locations and against competitors.

The BirdEye platform is trusted by 25,000+ businesses and prominent F1000 enterprises. BirdEye was founded in 2012 by Google, Yahoo, Amazon alumni and backed by Silicon Valley whos who including Trinity Ventures, Salesforce founder Marc Benioff and Yahoo co-founder Jerry Yang. Learn more at BirdEye.com.

Some noteworthy mentions:

Check out some of our recent G2Crowd awards!

  • Best Software Company in 2019: #60
  • Best Small Business Software in 2019: #25
  • Best Product for Marketers in 2019: #16

Our Values:

As relentless innovators, we make excellence a habit. We know that building beautiful things means shattering walls, so were bold, scrappy, and love a good challenge. Were obsessed with our customers. We put their happiness at the center of every decision, and we view our customers weaknesses and successes as our own.

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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Customer Success & Retention Specialist

Birdeye, Inc