Client Success Specialist - Business Listings Team

* Review data received from customer master spreadsheets for listings fulfillment relating to adding, changing, and deleting listings.* Manage and optimize listings across Google Business Profiles, Apple Maps, Bing Places, Facebook, and other directories based on defined requirements.* Support ongoing listings management including claiming, editing, and duplicate suppression, and more under established playbooks.* Collaborate with customers to ensure listing information (name, address, phone, hours, etc.) is accurate, consistent, and up to date.* Identify discrepancies and apply established solutions; escalate unresolved issues when needed.* Monitor and report fulfillment progress, listing accuracy, and data completeness within assigned accounts.* Maintain accurate documentation and update internal systems to reflect account progress.* Develop and maintain Success Plans for each customer, reviewing progress and aligning with the customer throughout their lifecycle to ensure measurable outcomes and long-term success.* Create and document Standard Operating Procedures (SOPs) for each customer account to capture client-specific requirements, ensure consistency in service delivery, and build team-wide awareness.* Build rapport and trusted customer relationships and collaborate closely with internal delivery teams.* Ensure customer satisfaction and account stability through delivery excellence.* Stay current on industry trends and platform updates for Google Business Profiles, Apple Maps, Bing Places, Facebook, and emerging search engines or directories.* Stay informed on updates to core platforms (Google Business Profiles, Apple Maps, Bing Places, Facebook) and apply changes as directed in customer delivery processes; participate in team knowledge-sharing.* Manage assigned tasks under tight deadlines.* Additional duties as assigned.* Bachelor’s degree, in progress of completing a degree program, or equivalent experience.* 1+ years of experience managing client accounts or delivering customer-facing services, preferably in a business listings or digital marketing context.* Prior experience in a “white glove” customer service environment preferred.* Familiarity with Google Business Profiles, Apple Maps, Bing Places, Facebook, or Yelp preferred.* Strong communication skills (written and verbal).* Strong attention to detail and organizational skills.* Working knowledge of MS Office or Google Workspace.* Salesforce experience is a plus.* Ability to follow defined workflows, manage multiple priorities, and meet deadlines.* Hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change).* Open to standard or non-standard shift schedules.* 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