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Customer Success Specialist
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Scottsdale, United States Reputation.com Full timeAbout Reputation Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This...
Customer Success Specialist
4 weeks ago
About ReputationReputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified™ as a Great Place to Work, reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.Why work at Reputation?Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022. Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata.The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations.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: Help businesses always know what their customers are saying about them and always act on that feedbackJob Summary:Do you have a passion for the customer experience, customer success and driving value for some of the 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 Specialist with these skills.The Customer Success Specialist is a vital link between the brands we work with and the solutions we provide. This role will help drive business growth by clearly setting direction, KPI establishment and making meaningful sense of the results. Responsibilities:Managing client success from onboarding to training, to upsell and renewal.Responsible for $1-3M in ARR (over 50 accounts, Small to Medium Businesses). Serving as an internal advocate throughout the customer lifecycle, empowering customers to maximize value through product adoption while fostering growthManaging client expectations for workflow and responsibilities.Build strong relationships and maintain frequent engagement with customer sponsors.Monitor and analyze account-specific data sets to address potential churn risk and upsell opportunities, present key performance metrics to build the success story, and convey value propositions that ensure customer satisfaction and retention.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.Qualifications1-2 years experience in Sales, Customer Support, Account Management or Reputation/competitor experienceExperience with B2B inside sales/outside sales/business development, renewals, and upsells is a plus.Complex problem-solving skills and an analytical mindset is a must, along with a consultative mindset and approach. 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.Accountable for assisting or managing a number of small to medium size customers with lower ARR
