Manager, Customer Success

Reputation.Com Chicago , IL 60602

Posted 2 months ago

Overall:

This is a great opportunity to work at one of the fastest growing companies based in Silicon Valley and Chicago that is generating significant revenue, has world class management, has raised over $87 million in funding and is playing in an exploding market segment. If this excites you, we'd love to meet you!

Role Summary:

The CSM Manager will oversee a group of CSMs responsible for building and maintaining relationships with our clients through monthly engagement and ongoing client support as needed. This engagement will include troubleshooting, updating account configurations, and reviewing activity in the platform as well as with third party sites. This person will oversee all aspects of the team including workload, personnel, new processes, and team efficiency and performance metrics.

Responsibilities:

  • Oversee CSM team of 5+ individual contributors.

  • Create and implement new processes to improve team efficiency and client satisfaction.

  • Accountability to client retention/churn of assigned team member's accounts.

  • Provide mentorship to the group with ability to communicate out regarding team performance.

  • Create an effective communication channel between CSM team, Engineering and Executive team.

  • Share best practices and industry knowledge across verticals.

Qualifications:

  • 5+ years of work experience specific to customer success/account management, with at least 2 years in a management role, SaaS is a plus.

  • Knowledge of social media platforms and review sites.

  • Excellent written and verbal skills.

  • Knowledge of Salesforce.com is a plus.

  • Solid analytical, problem-solving, and organizational skills with a strong attention to detail.

  • Bachelor's Degree or equivalent experience preferred.

About Reputation.com:

Ninety percent of buyers say online reviews influence their purchasing decisions. A difference of one "star" in a rating leads to a 9 percent difference in revenue. Yet companies struggle to ensure that their reviews and ratings reflect actual customer satisfaction.

CMOs find themselves at the mercy of algorithms they don't control on Google, Facebook and thousands of specialty sites where no amount of marketing spend can offset the negative impact of a weak online reputation.

We deliver the category-leading Online Reputation Management (ORM) platform for large, multi-location enterprises. Our intelligent platform helps them:

  • Monitor review sites and social media

  • Generate more representative star ratings and reviews

  • Make operational changes to improve customer experience

  • Maximize customer retention and revenue

Reputation.com is a World Economic Forum Global Growth Company and is funded by the same top-tier venture capital firms that backed Google, Skype, Intuit and Microsoft.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status


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Manager, Customer Success

Reputation.Com