Client Success Specialist - Business Listings Team

Reputation.com-posted 2 months ago
Full-time • Entry Level
Hybrid • Scottsdale, AZ
501-1,000 employees
Telecommunications
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The Business Listings Success Manager I executes managed business listings services for assigned accounts, ensuring accurate and consistent customer information across platforms to maximize visibility and engagement. This role follows established processes, applies defined solutions, and collaborates with customers and internal teams to maintain listing accuracy. The ideal candidate demonstrates strong attention to detail, customer service skills, and the ability to manage multiple tasks within a structured framework. This is an early-career position and a great opportunity to get your foot in the door with Reputation! Hybrid work schedule: 2 days in office on Tuesday and Wednesday.

  • Review data received from customer master spreadsheets for listings fulfillment relating to adding, changing, and deleting listings.
  • Manage and optimize listings across Google Business Profiles, Apple Maps, Bing Places, Facebook, and other directories based on defined requirements.
  • Support ongoing listings management including claiming, editing, and duplicate suppression, and more under established playbooks.
  • Collaborate with customers to ensure listing information (name, address, phone, hours, etc.) is accurate, consistent, and up to date.
  • Identify discrepancies and apply established solutions; escalate unresolved issues when needed.
  • Monitor and report fulfillment progress, listing accuracy, and data completeness within assigned accounts.
  • Maintain accurate documentation and update internal systems to reflect account progress.
  • Develop and maintain Success Plans for each customer, reviewing progress and aligning with the customer throughout their lifecycle to ensure measurable outcomes and long-term success.
  • Create and document Standard Operating Procedures (SOPs) for each customer account to capture client-specific requirements, ensure consistency in service delivery, and build team-wide awareness.
  • Build rapport and trusted customer relationships and collaborate closely with internal delivery teams.
  • Ensure customer satisfaction and account stability through delivery excellence.
  • Stay current on industry trends and platform updates for Google Business Profiles, Apple Maps, Bing Places, Facebook, and emerging search engines or directories.
  • Stay informed on updates to core platforms (Google Business Profiles, Apple Maps, Bing Places, Facebook) and apply changes as directed in customer delivery processes; participate in team knowledge-sharing.
  • Manage assigned tasks under tight deadlines.
  • Additional duties as assigned.
  • Bachelor's degree, in progress of completing a degree program, or equivalent experience.
  • 1+ years of experience managing client accounts or delivering customer-facing services, preferably in a business listings or digital marketing context.
  • Prior experience in a 'white glove' customer service environment preferred.
  • Familiarity with Google Business Profiles, Apple Maps, Bing Places, Facebook, or Yelp preferred.
  • Strong communication skills (written and verbal).
  • Strong attention to detail and organizational skills.
  • Working knowledge of MS Office or Google Workspace.
  • Salesforce experience is a plus.
  • Ability to follow defined workflows, manage multiple priorities, and meet deadlines.
  • Flexible working arrangements.
  • Career growth with paid training tuition opportunities.
  • Active Employee Resource Groups (ERGs) to engage with.
  • An equitable work environment.
  • Flexible PTO for salary paid employees.
  • Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1.
  • 10 paid company holidays.
  • 4 company paid, 'Recharge Days,' which are wellness days off for the entire company.
  • Health, dental and vision insurance.
  • 401k.
  • Paid Parental Leave for all eligible employees as of day 1 of employment.
  • Employer paid short and long term disability and life insurance.
  • Employee Assistance Program (EAP).
  • Access to a wide variety of unique perks and apps.
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