Manager Customer Success - Automotive
Manager Customer Success - Automotive
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Job Description
About Reputation
Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013 Reputation is the global leader in reputation experience management. With its SaaS platform Reputation technology has managed tens of millions of consumer reviews and consumer interactions across hundreds of thousands of online points of presence for global companies spanning nearly every industry vertical.
Reputation was ranked for the second year in a row in G2s Top 100 Best Software list for 2022 as a part of its annual Best Software Awards. Recently Reputation was named to the Forrester Wave For Customer Feedback management platforms and was recognized by Forrester as one of the most significant social suite vendors. Additionally Gartner named Reputation to the 2021 Gartner Magic Quadrant for Voice of the Customer.
Why work at Reputation
Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.
Weve raised over $200 million in funding from Alist venture capital firms such as Bessemer Venture Partner and Kleiner Perkins including $150 million in equity financing from Marlin Equity Partners in January 2022.
Reputation is trusted by more than 250 partners including Google Facebook Salesforce J.D. Power Amazon and Web.
Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer Customer Feedback Management and Social Suites research reports.
The platform is used by 10 major automotive OEMs and 16000 auto dealerships more than 250 healthcare systems and over 100 leading property management firms.
Our executive management team is committed to building a performancebased culture where excellence is rewarded and careers are developed.
Who thrives at Reputation Managers who embody a playercoach mentality. Employees who value teamwork and crossfunctional collaboration. People who emphasize perseverance and hustle over quick wins and luck.
Our Mission: We exist to forge relationships between companies and communities.
Job Summary:
Do you have a passion for customer success and driving real value for some of the worlds 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 Manager with these skills. Your responsibilities would be to manage a portfolio of clients from implementation and onboarding through daytoday maintenance upsell and renewal for the industry leader in the online reputation management space.
The Manager Customer Success is a vital link between the brands we work with and the solutions we provide. They are expected to analyze our clients business objectives and the industry standards or trends to recommend actions that best achieve said business objectives. This role will help drive business growth by clearly setting direction KPI establishment and making meaningful sense of the results.
Responsibilities:
Mentor and coach a team of customer success managers providing guidance on best practices customer engagement strategies and problemsolving techniques. Foster a culture of excellence collaboration and continuous learning within the customer success organization.
Managing all aspects of client success from initial onboarding training upsell and ultimately renewal.
Interfacing with customers and advising on best strategies for a successful online reputation management program.
Working closely with engineering and product on customer product implementation and feature requests.
Providing worldclass customer service through organization urgency and strategy.
Collaborating effectively with sales product and peers to maximize the customer experience.
Be a positive contributor to the team in order to maximize Reputations short and long term revenue targets.
Additional duties as assigned.
Serving as an internal advocate and strategic advisor throughout the customer lifecycle empowering customers to maximize value through product adoption while fostering company growth.
Managing client expectations for workflow and responsibilities.
Build strong relationships and maintain frequent engagement with customer sponsors & stakeholders at all levels of the organization.
Monitor and analyze account specific data sets to: 1 Alert yourself and develop strategic action plans to attack potential churn risk and upsell opportunity. 2 Visualize and present key performance metrics to build the success story and convey the value propositions that ensure customer satisfaction and renewal.
Qualifications:
5 years of customer facing experience SaaS preferred.
Experience in a people leadership position preferably leading a team of Customer Success Managers.
Knowledge of social media platforms and review sites.
Experience with B2B inside sales/outside sales/business development is a plus.
Experience with renewals or upsells.
Highly organized selfdriven and eager to provide a superior customer service experience.
Excellent written verbal and presentation skills.
Ability to work well under pressure.
Ability to find creative solutions to challenging problems.
Desire to excel and grow within the organization.
Bachelors Degree preferred or equivalent experience.
When you join Reputation you can expect:
Flexible working arrangements.
Career growth with paid training tuition opportunities.
Active Employee Resource Groups (ERGs) to engage with.
An equitable work environment.
Our employees say it best:
Our employees highlight our:
Ample Opportunities There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.
Positive Culture Great opportunity and exceptional culture. You will never have a better culture anywhere else. Period.
Training and Tools All managers truly want you to succeed and you are given great tools and training to be successful in your role.
Balance Great work life balance and awesome team environment!
Diversity Programs & Initiatives:
Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.
At Reputation we believe in:
Diversity: Reputation facilitates a culture where people bring their diverse backgrounds life experiences and identifications together to achieve our company objectives and contribute their unique perspectives for the betterment of our company our customers and our people.
Equity: Reputation believes in treating every employee fairly. We are committed to ensuring that all employees have fair and equal access and opportunity for advancement.
Inclusion: Reputation believes in creating an environment where employees feel comfortable bringing their whole self to work. We believe feedback fuels progress and we ensure that all voices are able to contribute provide feedback and make a difference.
Belonging: Our culture is one that values collaboration teamwork and engagement to ensure that all of our employees across the world know that as part of the Reputation Nation they are part of something bigger than themselves. We recognize that a culture of belonging cannot exist without a strong foundation of diversity equity and inclusion in place.
At Reputation we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees regardless of their background to make an impact in their work each and every day. Joe Burton CEO Reputation
Additionally we offer a variety of benefits and perks such as:
Flexible PTO
Paid company holidays
4 company provided Recharge Days which are wellness days off for the entire company
Several active Employee Resource Groups (ERGs) to help foster inclusion and community
Employee Assistance Program
Access to a wide variety of unique perks and apps:
PerkSpot
Wellhub (Gym Pass)
Carrot Fertility
Omada
Ladder
SoFi
Fetch Pet Insurance
Calm for Kaiser
Spring Health for Guardian
XP Health for Guardian (virtual eyewear platform)
401k
Health dental and vision insurance
Paid maternity leave
Employer paid short and long term disability and life insurance
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.
To learn more about how we handle the personal data of applicants visit ourCandidate Privacy Notice.
Applicants only No 3rd party agency candidates.
Required Experience:
Manager
Employment Type
Full-Time
