Enterprise Implementation Specialist

Description

Why Birdeye?

Once upon a time, local businesses could attract customers through advertising and word of mouth. But today consumers choose businesses based on online reputation and digital experiences. The modern marketer must deliver exceptional experiences that create repeat customers, and they need a platform that can do this at scale. Local businesses often struggle to overcome the complexity and inefficiencies that come from using multiple applications to manage and optimize their marketing and customer experience operations. They often find that their use of fragmented point solutions keeps them from achieving true customer insights - and from acting upon them in real time.

This is the challenge that Birdeye solves with its all-in-one reputation and customer experience platform. More than 90,000 local businesses and brands use Birdeye to be found online through local listings and reviews; engage with consumers through webchat, text, and social media messaging; collect digital payments; and gain insights to improve customer experience with survey, ticketing and benchmarking tools.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo and in 2021, our CEO and Co-founder was named 2021 EY Entrepreneur of the Year. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, and World Innovation Lab - and recently closed a $60 million Series C funding round led by Accel-KKR, a leading technology-focused investment firm. Learn more at Birdeye.com.

What You’ll Do:

Onboarding is part of Customer Success and in this role, you are responsible for the successful onboarding of Birdeye mid market & enterprise clients. As the clients technical contact and often the first touchpoint of the Customer Success Team, you will play a critical role in ensuring a world-class onboarding experience.

Responsibilities

• Assist in onboarding high value clients to guarantee implementation, user adoption & success of the account
• Develop strong relationships with customers and internal cross-functional teams (product, sales, support, etc.)
• Coordinate with client's IT department to ensure all automation and integrations are complete
• Follow up on client requests and ensure the client is informed along the way
• Weekly sync-up with clients on onboarding progress
• Ability to understand new features and train clients accordingly
• Quarterly Business Reviews with clients which also includes creating the review presentation
• Dive head-first into integration issues, information mapping, or other technical issues
• Run Database Queries for additional reporting needs
• Provide accurate, custom reports to client based off the needs of their business

Requirements

• You have a college degree with a computer science, business or marketing
• 4-5 years in a customer facing success or support role
• Strong attention to detail
• Self-starter with experience working in mid-size to enterprise teams and take initiative
• You have Project Management background and have experience troubleshooting software
• Have created and executed implementation plans
• Successfully worked with clients through high touch implementations
• Experience using a CRM (Salesforce) is a plus
• You have strong Excel & Presentation skills
• You understand SEO, SEM, SFTP and Software APIs
• You can empathize with our customers & like to teach people about technology
• You are organized and know how to track data, especially with SalesForce or other CRM

Why You’ll Join Us:

At Birdeye, we know that our success is tied to our customers’ success, so we are continually raising the bar for ourselves and others around us to deliver meaningful results.

We seek to innovate and to be the #1 product in our category, which means we need to drive results for our customers and to always deliver what we commit.

Our quality needs to be world-class and second to none, so we are exceptionally hands-on to get work done. We roll up our sleeves and DO.

Working at Birdeye means being part of a tight-knit family that helps you succeed and loves to celebrate with you! We find strength in diversity and inclusion, so we strive to find different points of view and expect everyone to represent their authentic self at all times.

Benefits

• 100% Employer-paid benefit plans available for employees with multiple health plan options (HSA, PPO)
• Flexible PTO
• 401(k) with company match
• Flexible work from home options available
• Maternity & Paternity Leave
• Employee Resource Groups - network with like-minded "Birds"
• Abundant opportunities that come with a dynamic and fast-growing organization!