Lead / Manager , Customer Success

• Work with / coach your team of CSM’s to improve the quality and effectiveness of the 30-day onboarding process.
• Improve the throughput and scalability of the team by identifying opportunities to automate and streamline the onboarding process.
• Partner with IT, Marketing, Business Systems, Support and other teams to enhance current onboarding processes and tools.
• Work closely with the Manager of Retention to identify trends and strategies that will improve the retention of BirdEye customers.
• Closely monitor key onboarding performance metrics and implement changes that will drive continual improvement.
• Work closely with sales leadership to ensure there is tight alignment between the teams and resolving customer escalations.
• Point of contact for escalation calls for our SMB customers

Requirements

• Bachelor’s degree in an appropriate discipline
• Experience evolving and optimizing people, process and tools
• Expertise managing large complicated accounts and projects at the most senior level
• Experience with account portfolio planning and prioritization
• Capability as a credible and effective consultant/coach at the executive level down in order to facilitate change management
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict.