Customer Success Specialist

About the position

Do you have a passion for the customer experience, customer success and driving value for some of the biggest brands? Do you like working with high quality professionals in the areas of operations, product, engineering, design and marketing? Do you possess the sense of urgency and drive to serve clients in a rapidly growing enterprise software space? Reputation is looking for a proven Customer Success Specialist with these skills. The Customer Success Specialist is a vital link between the brands we work with and the solutions we provide. This role will help drive business growth by clearly setting direction, KPI establishment and making meaningful sense of the results.

Responsibilities

• Managing client success from onboarding to training, to upsell and renewal.
• Responsible for up to $1M in ARR (50+ accounts, Small to Medium Businesses).
• Serving as an internal advocate throughout the customer lifecycle, empowering customers to maximize value through product adoption while fostering growth.
• Managing client expectations for workflow and responsibilities.
• Build strong relationships and maintain frequent engagement with customer sponsors.
• Monitor and analyze account-specific data sets to address potential churn risk and upsell opportunities, present key performance metrics to build the success story, and convey value propositions that ensure customer satisfaction and retention.
• Providing world-class customer service, through organization, urgency and strategy.
• Collaborating effectively with sales, product, data science and peers to maximize the customer experience.
• Ability to self-manage and to work with a small group of peers and clients.
• Be a positive contributor to 'the team' in order to maximize Reputation's short and long-term revenue targets.
• Additional duties as assigned.

Requirements

• 1-2 years experience in Sales, Customer Support, Account Management or Reputation/competitor experience.
• Experience with B2B inside sales/outside sales/business development, renewals, and upsells is a plus.
• Complex problem-solving skills and an analytical mindset is a must, along with a consultative mindset and approach.
• Aligning on customer business objectives and product/service offering.
• Highly detail oriented, self-driven and eager to provide a superior customer service experience.
• Solid Excel and PowerPoint capabilities with the skills to turn data into insights and action.
• Accountable for assisting or managing a number of small to medium size customers with lower ARR <$50k ARR.
• Customer Experience + Customer Outcomes = Customer Success.
• Develops and implements new approaches to complex issues. Customer obsessed.
• Ability to work well under pressure, and find creative solutions to challenging problems.
• Adapts to ambiguity, is open to new ideas, takes on new responsibilities, adjusts plans to meet changing needs.
• Desire to excel and grow within the organization.
• Bachelor's Degree required.

Benefits

• Flexible working arrangements.
• Career growth with paid training tuition opportunities.
• Active Employee Resource Groups (ERGs) to engage with.
• An equitable work environment.
• Flexible PTO.
• Paid company holidays.
• 4 company provided, 'Recharge Days,' which are wellness days off for the entire company.
• Employee Assistance Program.
• Access to a wide variety of unique perks and apps.
• 401k.
• Health, dental and vision insurance.
• Paid maternity leave.
• Employer paid short and long term disability and life insurance.