Customer Success Manager

2 months ago

Scottsdale, United States Reputation.com Full time

Why Work at Reputation?

Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide. We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022. Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com. Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports. The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms. Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed. Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck. Our Mission: We exist to forge relationships between companies and communities.

Do you have a passion for customer success and driving real value for some of the world’s biggest brands? Do you like working with high quality professionals in the areas of operations, product, engineering, design and marketing? Do you possess the sense of urgency and drive to serve clients in a rapidly growing enterprise software space? Reputation is looking for a proven Customer Success Manager with these skills.

The Customer Success Manager is a vital link between the brands we work with and the solutions we provide. They are expected to analyze our client’s business objectives and the industry standards or trends to recommend actions that best achieve said business objectives. This role will help drive business growth by clearly setting direction, KPI establishment and making meaningful sense of the results.

Responsibilities

Managing all aspects of client success from initial onboarding, training, upsell and ultimately renewal. Responsible for $2M+ ARR (35+ accounts, MidMarket to Enterprise). Serving as an internal advocate and strategic advisor throughout the customer lifecycle, empowering customers to maximize value through product adoption while fostering company growth Managing client expectations for workflow and responsibilities. Build strong relationships and maintain frequent engagement with customer sponsors & stakeholders at all levels of the organization. Monitor and analyze account specific data sets to: 1- Alert yourself and develop strategic action plans to attack potential churn risk and upsell opportunity. 2 - Visualize and present key performance metrics to build the success story and convey the value propositions that ensure customer satisfaction and renewal. Providing world-class customer service, through organization, urgency and strategy. Collaborating effectively with sales, product, data science and peers to maximize the customer experience. Ability to self-manage and to work with a small group of peers and clients. Be a positive contributor to “the team” in order to maximize Reputation's short and long-term revenue targets. Additional duties as assigned.

Qualifications

3-5 years of experience in a Customer Success, strategic account management, consulting, or Reputation/competitor experience Experience with B2B inside sales/outside sales/business development, renewals, and upsells is a plus. Complex problem-solving skills and an analytical mind is a must, along with a consultative mindset and approach. Serving as a trusted advisor to ensure customer’s overall performance. Aligning on customer business objectives and product/service offering. Highly detail oriented, self-driven and eager to provide a superior customer service experience. Solid Excel and PowerPoint capabilities with the skills to turn data into insights and action. The “big picture” vision and professional communication skills required for enterprise clientele. Customer Experience + Customer Outcomes = Customer Success. Ability to manage multiple projects to assure implementation and roll outs are done on schedule. Ability to work well under pressure, and find creative solutions to challenging problems. Adapts to ambiguity, is open to new ideas, takes on new responsibilities, adjusts plans to meet changing needs. Leading strategy for accounts during the entire customer life cycle. Desire to excel and grow within the organization. Bachelor’s Degree required.

When You Join Reputation, You Can Expect

Flexible working arrangements. Career growth with paid training tuition opportunities. Active Employee Resource Groups (ERGs) to engage with. An equitable work environment.

Our Employees Say It Best

According to Glassdoor, 94% of our employees approve of our CEO, Joe Burton .

Our Employees Highlight Our

Ample Opportunities- “There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.” Positive Culture- "Great opportunity and exceptional culture." “You will never have a better culture anywhere else. Period.” Training and Tools- “All managers truly want you to succeed, and you are given great tools and training to be successful in your role.” Balance- “Great work life balance and awesome team environment”

Diversity Programs & Initiatives

Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.

At Reputation, We Believe In

Diversity: Embracing a culture that values uniqueness. Inclusion: Inviting diverse groups to take part in company life. Belonging: Helping each individual feel accepted for who they are.

"At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day." - Joe Burton, CEO, Reputation

Additionally, we offer a variety of benefits and perks, such as:

Flexible PTO Paid company holidays 4 company provided, “Recharge Days”, which are wellness days off for the entire company Several active Employee Resource Groups (ERG’s) to help foster inclusion and community Employee Assistance Program Access to a wide variety of unique perks and apps: Ginger, Calm, Headspace, Carrot Fertility, Aaptiv, Omada, One Medical, SoFi Fetch Pet Insurance 401K Health, dental and vision insurance Paid maternity leave Employer paid short term and long term disability and life insurance

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.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates. #J-18808-Ljbffr

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