Implementation Specialist

Description

Why Birdeye

Birdeye is the highest-rated reputation, social media, and customer experience platform for local businesses and brands

Over 150,000 businesses use Birdeyes AI-powered platform to effortlessly manage online reputation, connect with prospects through social media and digital channels, and gain customer experience insights to grow sales and thrive

At Birdeye, innovation isn't just a goal it's our driving force

Our commitment to pushing boundaries and redefining industry standards has earned us accolades as one of the foremost providers of AI, Reputation Management, Social Media, and Customer Experience software by G2

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo

Birdeye is backed by the whos who of Silicon Valley Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, World Innovation Lab, and Accel-KKR

What You'll Do

As an Implementations Specialist, your primary function will be helping clients onboard and driving product adoption with new & current customers to help ensure a high renewal rate

In this individual contributor role, you will proactively work with customers to drive increased platform adoption, business value, and overall customer satisfaction during the 90-day onboarding period

You will utilize superior customer success skills, expert platform knowledge as well as reputation management best practices in order to provide consultative advice to customers so they can optimize the capabilities of the Birdeye platform

Shift Timings 7:30 PM 4:30 AM IST

Responsibilities

You will be responsible for product adoption, account growth (upsells), and account success

Monitor account health and proactively reach out to clients based on key metrics & triggers specifically those customers that have low adoption

Increase Customer Satisfaction and minimize Churn, by engaging via emails, calls, and texts to resolve challenges they are facing with respect to our product, also sharing inputs to better use the product

Help customers implement integrations with the Birdeye platform

Provide support for accounts that are at risk and escalated account issues

Requirements

2-7 or more years of experience in a customer-facing support/success/account management role

Customer experience champion

Excellent oral and written communication skills

Consultative approach & stakeholder management

Deep customer empathy

Understanding of SMB space, particularly in the specified vertical

Exceptional Saas product knowledge

Ability to effectively manage delicate customer situations

Organized and reliable Able to work as a team with little direction when necessary

Knowledge of Salesforce CRM a plus

Bachelors degree

Why You'll Join Us

At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence

We don't just set goals we surpass them

We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication

Working here means embracing a culture of action and accountability, where every person is empowered to make an impact

We don't just talk about making a difference we make it happen

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