Customer Success Specialist, Auto at Reputation.com
Scottsdale, AZ, US
Description
About Reputation.com:

Reputation.com, Inc., based in Silicon Valley, pioneered online reputation management (ORM) technology for the enterprise market in 2006. With its SaaS platform, Reputation.com technology has managed tens of millions of consumer reviews and consumer interactions across hundreds of thousands of online points of presence for global companies spanning 77 industry verticals.

Most recently, Reputation.com was ranked No. 1 in Enterprise Online Reputation Management in G2 Crowd’s spring 2019 report. The ranking is based on G2 Crowd’s proprietary algorithm that calculates global rankings based on overall customer satisfaction, ease of doing business with, market presence, likelihood to be recommended and number of reviews.


Why Work at Reputation.com:

    Our revenue is growing 50% year over year.
    We have a world-class executive management team.
    We've raised over $115 million in funding and playing in an exploding market segment.
    We strive to do what's best for our customer and proactively ensure cross-department collaboration in every decision we make.

If this excites you, we'd love to meet you!

Job Summary:

Customer Success Specialists drive the post sales experience maximizing the return on a customer’s technology investment. CSMs are responsible for ensuring the overall success of a portfolio of accounts and are adept at building consultative relationships with key leaders internally and externally. Successful CSMs are technology-savvy individuals who have experience with digital marketing solutions and a clear understanding of how those solutions drive marketing and operations strategy.

Responsibilities:

    Provide world-class customer service, through the organization with urgency, understanding and solutions
    Lead and participate in activities that drive product adoption and customer satisfaction
    Proactively manage and address customer issues throughout the customer lifecycle
    Fully understand customer requests, document and engage appropriate resources
    Identify additional services and solution opportunities with Professional Services, Product, Sales, and Engineering
    Contribute to the product roadmap as the voice of the customer
    Develop and implement tailored programs that provide continued value to the customer
    Drive ongoing cadence with customers to report on KPIs and to raise awareness of their success
    Be a positive contributor to maximize RDC short- and long-term revenue targets
    Additional duties as assigned


Qualifications:

    2-3 years of experience in a customer success, customer service or digital agency role
    Self-motivated, team-oriented, very responsible, and focused on exceeding customer expectations
    Strong and proven track record of successfully managing customer relationships
    Excellent verbal and written communication skills
    Exceptional organizational and presentation skills
    Capable of facilitating change and ability to excel in high-stress situations