Title: Customer Success Manager (Retention and Growth)

Location: Remote

Working Hours: 7.30 PM to 4:30 AM (IST)

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 120,000 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

Birdeye is looking for a Customer Success Manager for Retention and Growth with a passion for relationship management. The successful candidate will nurture and manage accounts to maintain a healthy life-cycle, while ensuring and allowing customers to see the benefits of Birdeye’s new platform and renew. This role is vital and hands-on role, where you will work hand-in-hand with customers to help improve their online reputation.

Responsibilities

• Responsible for renewals of Birdeye’s clients

• Monitor and analyze account health to identify churn risk

• Win back clients who have requested a cancellation

• Utilize your creativity to refine and innovate processes to improve Customer Success

• Leverage your sales skills to reinforce the value proposition of BirdEye

• Be the point of escalation for clients and salespeople to ensure client satisfaction

• Develop methods for managing customer satisfaction

• Leverage research and understand of our clients industries to create tailor-made solutions

• Handle some financial and billing issues for Birdeye clients

• Additional assigned projects as assigned

Requirements

• 2-7 years of experience in a customer facing support/success/account management/retention role.

• Customer experience champion.

• Strong oral and written communication skills.

• Consultative approach to account management.

• Deep customer empathy.

• Understanding of SMB space, particularly in the specified vertical.

• Exceptional Saas product knowledge.

• Ability to effectively manage delicate customer situations

• Organized and reliable - Able to work as a team with little direction when necessary

• Knowledge of Sales force CRM a plus.

• Bachelor’s degree preferred.

Why You’ll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our sleeves and get work done.

Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times

Finance Manager, Financial Planning & Analysis opportunities within our Retail Banking Finance, Institutional Banking and Markets Finance and Group Finance teams now available at CBA.

Now is the time to join a recognised leading Financial Services team in the financial services industry.

Given CommBank's commitment to building a simpler, better bank, we have a number of opportunities at a Senior Manage level supporting our Operations and Group Support Services Finance teams.

Key duties will include:

• Oversight of the Expenses Performance, Budgeting and Forecasting processes for BU with a focus on highlighting financial opportunities/risks and insights.

• Assist with month end reporting deliverables, ensuring that operational and financial processes result in timely and accurate financial results and forecasts and act as a key point of contact for any queries. Includes FTE and Wave reporting.

• You will need to understand the processes, which derive the financial results and ensure suitable controls are in place to ensure ongoing resilience and reliability, with a focus on continuous improvement.

• Provide insight into key drivers of expense performance to senior leadership.

• Preparation of regular reporting including Commercial and Strategic Insights used in business performance monitoring and decision-making.

• Quarterly, half-yearly and year end reporting, including CEO Packs.

• Being a trusted business partner with stakeholders across the business to enable deliverables to be completed on time and resolve issues efficiently

• Build the relationship with peer teams across the Group, developing a forum for knowledge sharing and continuous improvement.

• Positively contribute to team culture and the work environment.

• Strong financial control and governance mindset and approach to work carried out.

We’re interested in hearing from people who have

• Graduate qualifications in a numerate discipline preferably finance, business or economics

• Post graduate qualifications preferred (CA/CPA, MBA)

• Financial Services experience in a banking environment is preferable;

• Strong experience in a financial performance management;

• Strong problem solving and analytical skills;

• Strong leadership and team management skills;

• High degree of commercial acumen;

• Ability to prioritise and manage multiple deliverables.

• Risk Mindset – All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.

Your Development

In Financial Services, we take a proactive approach to your career development. Your ongoing development would be part of an integrated development plan. Living the CBA leadership principles and demonstrating our values opens up great opportunities at CBA. If you would like to hear more about this role please Apply.

Please note – We are seeking Expressions of Interest within these teams for present and future vacancies. Successful candidates will be contacted for a further conversation around suitability.