Customer Success Specialist - SMB

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 .

• 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 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 $13M in ARR (over 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 accountspecific 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 worldclass customer service through organization urgency and strategy.

• Collaborating effectively with sales product data science and peers to maximize the customer experience.

• Ability to selfmanage and to work with a small group of peers and clients.

• Be a positive contributor to the team in order to maximize Reputations short and longterm revenue targets.

• Additional duties as assigned.

Qualifications:

• 12 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 problemsolving 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 selfdriven 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 <$65k 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.

• Bachelors Degree required.

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 for salary paid employees

• 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.