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Reputation бизнеске арналған жасанды интеллектпен жұмыс істейтін беделді басқару платформасын ұсынады. Оның бағдарламалық жасақтамасы клиенттер брендтерді бағалайтын, талқылайтын және ұсынатын арналардағы ашық әрі жабық пікірлерді біріктіреді, содан кейін үрдістер мен болжамды түсініктерді анықтау үшін осы деректерді талдайды. Компаниялар Reputation платформасын клиенттердің көңіл-күйін бақылау, онлайн қатысуын басқару және брендінің әртүрлі орналасу орындары мен цифрлық байланыс нүктелерінде қалай қабылданатынын жақсартуға бағытталған негізделген шешімдер қабылдау үшін пайдаланады.
Customer Success Specialist, SMB — Reputation (Remote, United States)
Manage approximately 160 small and midsize business accounts for Reputation’s AI-powered reputation platform. Drive adoption, retention, renewals, and expansion through customer engagement, analytics, automation, and proactive account management.
Сипаттама
- Guide customers through onboarding, training, adoption, growth, upsell, and renewal.
- Manage approximately 160 small and midsize business accounts representing more than $3 million in ARR, with most individual accounts below $65,000 ARR.
- Advocate internally for customers and help them maximize product value while supporting growth and retention.
- Set clear expectations for workflows, responsibilities, deliverables, and engagement.
- Build relationships with customer sponsors and other key stakeholders.
- Analyze account data to identify churn risks, adoption gaps, and expansion opportunities.
- Present performance metrics and insights that demonstrate value and support satisfaction and retention.
- Use AI, automation, and customer success tools to manage a high-volume portfolio, streamline workflows, identify risks and needs, and scale proactive engagement.
- Combine personalized customer interactions with digital and automated touchpoints.
- Improve processes and efficiency while strengthening customer outcomes through technology and automation.
- Deliver high-quality customer service through organization, urgency, prioritization, and strategic planning.
- Partner with Sales, Product, Support, Data Science, and fellow customer success professionals.
- Independently manage and prioritize a high-volume book of business.
- Support Reputation’s retention, growth, and revenue objectives.
- Complete additional responsibilities as assigned.
Талаптар
- Bring 1–2 years of experience in Customer Success, Sales, Customer Support, Account Management, or relevant experience with Reputation or a competitor.
- Experience in B2B inside or outside sales, business development, renewals, retention, or upselling is a plus.
- Apply strong problem-solving, analytical, and consultative skills.
- Connect customer business objectives with appropriate products, services, and solutions.
- Be highly detail-oriented, self-directed, organized, and committed to delivering a strong customer experience.
- Use Excel and PowerPoint effectively to turn data into actionable insights.
- Demonstrate the ability to manage and prioritize a high-volume portfolio of small and midsize business customers, generally with individual ARR below $65,000.
- Use AI, automation, and emerging technologies to improve productivity, prioritize work, and support customer outcomes.
- Adapt effectively to changing priorities, processes, tools, and customer needs.
- Learn new technologies quickly, adjust workflows, and take on new responsibilities in ambiguous situations.
- Work effectively under pressure, balance competing demands, and develop creative solutions.
- Typically hold a bachelor’s degree or have equivalent experience.
- Apply directly; third-party agency candidates are not accepted.
Артықшылықтар
- Flexible paid time off for salaried employees.
- Hourly employees accrue paid time off based on tenure and receive five sick days annually, available from the first day.
- Ten company-paid holidays plus four extended company holidays.
- Several medical and dental plan options.
- Vision coverage paid in full by the company.
- 401(k) plan available through Fidelity.
- Paid parental leave for all eligible employees starting on the first day of employment.
- Employer-paid short- and long-term disability and life insurance.
- Critical illness, accident, and hospital indemnity insurance.
- Employee Assistance Program.
- PerkSpot employee discount program.
- Wellhub access to virtual wellbeing apps, coaching, and gym memberships.
- Carrot Fertility support covering fertility, family planning, maternity, parenting, and hormonal health.
- Omada virtual prevention and physical therapy program.
- Ladder supplemental life insurance.
- SoFi financial wellbeing platform with one-to-one advice.
- Fetch pet insurance discount program.
- Spring Health virtual mental health support through Guardian.
- XP Health virtual eyewear platform through Guardian.
- Rate.com mortgage services discount program.
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