Customer Success Manager, Enterprise

BirdEye Inc • Irving, TX

just now • Hybrid

About The Position

Birdeye is looking for an Enterprise Customer Success Manager 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 you’ll work hand-in-hand with customers to help improve their online reputation. The Enterprise Customer Success Manager is a full time job based in the Dallas/Ft. Worth metro area.

Requirements

• 3-5 years in SaaS sales and support, account management, customer success
• Ability to travel up to 50% of the time for client meetings.
• 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 client’s point of view
• Ability to understand new features and train clients accordingly
• Technical, Product/Project Manager background and have experience troubleshooting software
• 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
• 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
• Strong reporting skills
• Can empathize with our customers & like to teach people about technology
• Picking up the phone and tackling issues is your norm

Responsibilities

• Responsible for renewals with clients
• Monitor and analyze account health to identify churn risk
• Ability to effectively manage delicate customer situations
• Develop strong relationships with customers and internal cross-functional teams (product, sales, support, etc.)
• Weekly/Bi-weekly sync-up with clients to increase adoption.
• Conduct on-site Quarterly Business Reviews with all clients
• 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 client’s industries to create tailor-made solutions
• Handle some financial and billing issues for Birdeye’s clients
• Additional assigned projects as assigned

Benefits

• 100% Employer-paid benefit plans available for employees with multiple health plan options (HSA, PPO)
• Flexible PTO
• 401(k) with company match
• Flexible work from home options available
• Maternity & Paternity Leave
• Employee Resource Groups - network with like-minded "Birds"
• Abundant opportunities that come with a dynamic and fast-growing organization!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed