BirdEye - Customer Success Role - Account Management

Good background of SaaS SMB account management, QBRs, strategies for SMB retention and reachouts etc.

As a Customer Success Specialist, your primary function will be providing account management support and driving adoption with current customers to help ensure a high renewal rate. In this individual contributor role, you will proactively work with customers to drive increased platform adoption, business value and overall customer satisfaction after the 90-day on-boarding period. You will utilize superior customer success skills, expert platform knowledge as well as reputation management best practices in order to provide consultative advice to customers so they can optimize the capabilities of the BirdEye platform.

Responsibilities :

- You will be responsible for account management, product adoption, account growth and account success.

- Monitor health and proactively reach out to accounts based on key metrics/events/triggers specifically those customers that have low adoption.

- Increase Customer Satisfaction and minimize Churn, by Emails and Calls to resolve challenges they are facing with respect to our product, also sharing inputs to better use the product.

- Help customers implement integrations with the BirdEye platform.

- Provide reactive support for accounts that are at risk and escalated account issues.

Requirements :

- 3-8 years of experience in a customer facing support/success/account management role.

- Customer experience champion.

- Strong oral and written communication skills.

- Consultative approach to account management.

- Deep customer empathy.

- Understanding of SMB space, particularly in the specified vertical.

- Exceptional Saas product knowledge.

- Ability to effectively manage delicate customer situations

- Organized and reliable - Able to work as a team with little direction when necessary

- Knowledge of Sales force CRM a plus.

- Bachelor's degree preferred.