Reputation
* 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 growth* Managing 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.* Experience 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 <$65k ARR.* Customer Experience + Customer Outcomes = Customer Success.* Develops and implements new approaches to complex issues. Customer obsessed.* 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.* Desire to excel and grow within the organization.* Bachelor’s Degree or equivalent work experience.1-2 years experience in Sales, Customer Support, Account Management or Reputation/competitor experience* Flexible PTO for salary paid employees* Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1* 10 paid company holidays* 4 company paid , “Recharge Days,” which are wellness days off for the entire company* Health, dental and vision insurance* 401k* Paid Parental Leave for all eligible employees as of day 1 of employment* Employer paid short and long term disability and life insurance* Employee Assistance Program (EAP)* Access to a wide variety of unique perks and apps:
+ PerkSpot - Employee Discount Program
+ Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options
+ Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support
+ Omada - Virtual prevention and physical therapy program
+ Ladder -Life insurance to supplement outside of employer offering
+ SoFi - Financial wellbeing platform and 1:1 advice
+ Fetch - Pet insurance discount program
+ Spring Health for Guardian - Virtual mental health support
+ XP Health for Guardian (virtual eye-wear platform)is the undisputed leader in reputation experience management and consistently delivers innovative, customer-driven solutions to household brands such as Nissan, Public Storage, US Bank, GM, Ford, and Kaiser Permanente. Our SaaS-based platform and patented Reputation Score helps marketers, operations and customer experience professionals improve their reputation by managing tens of millions of reviews and interactions across hundreds of thousands of customer touchpoints.We now live in a feedback economy, where the customer's voice is paramount, and every online review could make or break a business. Reputation is hyper-focused on unlocking the power of customer feedback to improve business reputation and drive growth. We innovate with a purpose and are obsessed with big data - it's at the core of everything we do.Our focus on people extends beyond our customers to our employees, who are our most valuable asset. We are a gritty and passionate bunch - best defined by the belief that diversity is a business essential, promises matter, and philanthropy is the foundation for a built to last organization. We cultivate a culture where being a straight shooter is celebrated, and personal hustle is vital to our collective success. There is no prize for second place!Speaking of employee hustle - the company was recently named to the 2020 Inc. 5000 list, Inc. magazine's annual ranking of America's fastest-growing private companies, for the second year in a row. We were also ranked No. 1 in Enterprise Online Reputation Management in G2’s Summer 2020 report.Reputation has over 250 integration partners and has forged strategic alliances with marquee-name brands, including Google, Facebook, JD Power, Amazon.com, and Web.com. Altogether, these partnerships amplify Reputation's credibility in the industry and provide new opportunities for innovation.*"It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." Warren Buffett***Join our growing team!** #J-18808-Ljbffr
+ PerkSpot - Employee Discount Program
+ Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options
+ Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support
+ Omada - Virtual prevention and physical therapy program
+ Ladder -Life insurance to supplement outside of employer offering
+ SoFi - Financial wellbeing platform and 1:1 advice
+ Fetch - Pet insurance discount program
+ Spring Health for Guardian - Virtual mental health support
+ XP Health for Guardian (virtual eye-wear platform)is the undisputed leader in reputation experience management and consistently delivers innovative, customer-driven solutions to household brands such as Nissan, Public Storage, US Bank, GM, Ford, and Kaiser Permanente. Our SaaS-based platform and patented Reputation Score helps marketers, operations and customer experience professionals improve their reputation by managing tens of millions of reviews and interactions across hundreds of thousands of customer touchpoints.We now live in a feedback economy, where the customer's voice is paramount, and every online review could make or break a business. Reputation is hyper-focused on unlocking the power of customer feedback to improve business reputation and drive growth. We innovate with a purpose and are obsessed with big data - it's at the core of everything we do.Our focus on people extends beyond our customers to our employees, who are our most valuable asset. We are a gritty and passionate bunch - best defined by the belief that diversity is a business essential, promises matter, and philanthropy is the foundation for a built to last organization. We cultivate a culture where being a straight shooter is celebrated, and personal hustle is vital to our collective success. There is no prize for second place!Speaking of employee hustle - the company was recently named to the 2020 Inc. 5000 list, Inc. magazine's annual ranking of America's fastest-growing private companies, for the second year in a row. We were also ranked No. 1 in Enterprise Online Reputation Management in G2’s Summer 2020 report.Reputation has over 250 integration partners and has forged strategic alliances with marquee-name brands, including Google, Facebook, JD Power, Amazon.com, and Web.com. Altogether, these partnerships amplify Reputation's credibility in the industry and provide new opportunities for innovation.*"It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." Warren Buffett***Join our growing team!** #J-18808-Ljbffr