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Customer Success Manager, Mid Market Pooled

Company: Reputation.com
Location: Scottsdale
Posted on: February 24, 2021

Job Description:

About ReputationDescriptionReputation 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 BuffettWhy Work at Reputation?* We are an innovation engine with 31 technology patents, ranked in the top three of all competitors.* Our customer-centric focus has led to a nearly 200% revenue growth from 2016 to 2019.* The platform is used by three of the top five automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.* We've raised over $117 million in funding from the same A-list venture capital firms that backed Google, Microsoft, and Intuit.* Our executive management team is diverse and 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.Job SummaryPooled MidMarket Customer Success Managers drive the post sales experience by maximizing the return on a customer's technology investment. Pooled CSMs are responsible for ensuring the overall success of a portfolio of accounts and are adept at establishing process and bringing it to scale.?Successful Pooled 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.This segment is brand new to the company and has the potential to help bring Reputation.com to the next level in 2021 and beyond. The Pooled CSM role includes supporting and managing more than 100 key accounts ($2M ARR) including both brand new and legacy customers. This is an opportunity to get in on the ground floor and run a new segment of our Customer Success division. This role will allow the Pooled CSM to tweak existing processes and develop new processes in an effort to scale the segment.Responsibilities* Provide world-class product knowledge and customer support, through the organization with urgency, understanding and solutions* Support a pool of 100+ key Mid Market level accounts while triaging for urgency, opportunity and customer retention* Develop and implement automated programs that provide continued value to the customer* Work with Marketing in developing content for webinars, emails campaigns, and in-platform communication to drive engagement with customers* Facilitate renewals, host strategy calls as needed, be a trusted advisor to both clients and colleagues* Proactively and reactively manage and address customer issues throughout the customer lifecycle* Identify additional services and solution opportunities with Professional Services, Product, Sales, and Engineering* Drive monthly touch points and track engagement with customers* Report to management on KPIs related to churn, upsell, client engagement and more* Be a positive contributor to maximize RDC short- and long-term revenue targets* Additional duties as assignedQualifications* 3-5 years of experience in SaaS customer success, account management, marketing, sales, customer service or customer experience* Have managed directly or been involved in the management of a large book of business* Have experience with automating touchpoints and mass value-add communication* 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 and high volume situations?More On ReputationThe majority of consumers - 90% - say online reviews influence their purchasing decisions. Yet marketing departments are at the mercy of third-party algorithms they don't control, and no amount of marketing spend can offset the negative impact of a weak online reputation.Global Companies Across Industries Such As Healthcare, Automotive, Retail Services, Property Management, Financial Services, Storage, And More Use Our Platform ToOur Reputation Score, much like the consumer FICO score, is an indispensable index for every business, and the accurate measure of how a company can get found, get chosen, and get better.* Monitor, request and respond to online reviews* Improve star ratings and search result rankings* Audit and maintain business listings and location directories across the web* Manage social media engagement and advertising* Make operational changes to improve customer experience* Maximize customer retention and revenueReputation is a World Economic Forum Global Growth Company funded by top-tier venture capital firms such as Kleiner Perkins, Bessemer Venture Partners, Ascension Ventures, August Capital, Heritage Group, and Icon Ventures.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.Applicants only - Recruiting agencies do not contact.

Keywords: Reputation.com, Scottsdale , Customer Success Manager, Mid Market Pooled, Executive , Scottsdale, Arizona

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