Customer Success Specialist

Please find below the Job description . If interested please forward your updated resume.

Title: Customer Success Specialist

Work Exp : 2 - 8 Years

Company: Birdeye

Location: Gurugram

Role : Individual Contributor

Shift Timings : 6:30pm to 3:30am (IST)

Company Profile:

BirdEye is a Customer Driven Marketing all-in-one platform built from the ground up to help businesses turn every customer into a happy customer. The BirdEye platform enables businesses to monitor reviews from all major sites, gain new reviews, manage customer feedback, and automatically promote their good reputation across the web, social media, and search engines.

BirdEye Customer Experience Platform converts in-moment feedback into swift corrective actions, leading to positive experiences; our natural language processing and big data engine gleans all the customer feedback to provide businesses with actionable insights and competitive benchmarking to fine-tune products, services, and operations.

BirdEye closes the loop on customer experience and reputation management turning customer feedback into the next-generation marketing engine. BirdEye was founded in 2012, and we are now over 350 employees strong and obsessing every day about our over 40,000 businesses.

We have offices in Palo Alto, Sacramento, Denver, Dallas and New Delhi (Gurugram).

In addition to our relentless focus on the customer, we have received over $30 million in venture funding, we have won a PnP Hottest Startup Award and a Silver Stevie Award in 2016 and rank #15 on Saas1000, the Index of the fastest growing Saas companies. We aren- t slowing down anytime soon.

Job Description :

As 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 30-day onboarding 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 :

- Responsibility for the ongoing support and retention of an assigned base of accounts.

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

- Conduct ad-hoc training platform training sessions

- Evaluate customers usage of the BirdEye platform and determine additional ways the customer can successfully leverage the platform features.

- Help customers implement integrations with the BirdEye platform.

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

- Providing onboarding support for additional upsell locations and other situations requiring that type of support.

Requirements :

- 2-4 years of experience in a customer facing support/success/onboarding 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

- Understanding of competitive landscape.

- Knowledge of Salesforce CRM a plus.

- Bachelor's degree preferred.

Ajay Singh
T: 9899259044

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