Customer Success Specialist

Why Work at Reputation?

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  Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.
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  We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022. 
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  Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com.
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  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.
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  The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
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  Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.
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  Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.
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  Our Mission: We exist to forge relationships between companies and communities.

Responsibilities:

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  Managing client success from onboarding to training, to upsell and renewal.
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  Responsible for up to $1M in ARR (50+ accounts, Small to Medium Businesses). 
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  Serving as an internal advocate throughout the customer lifecycle, empowering customers to maximize value through product adoption while fostering growth
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  Managing client expectations for workflow and responsibilities.
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  Build strong relationships and maintain frequent engagement with customer sponsors.
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  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.
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  Providing world-class customer service, through organization, urgency and strategy.
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  Collaborating effectively with sales, product, data science and peers to maximize the customer experience.
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  Ability to self-manage and to work with a small group of peers and clients.
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  Be a positive contributor to “the team” in order to maximize Reputation’s short and long-term revenue targets.
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  Additional duties as assigned.

Qualifications:

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

When you join Reputation, you can expect:

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  Flexible working arrangements.
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  Career growth with paid training tuition opportunities.  
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  Active Employee Resource Groups (ERGs) to engage with. 
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  An equitable work environment. 

Our employees say it best:

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  Ample Opportunities- “There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.” 
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  Positive Culture- "Great opportunity and exceptional culture." “You will never have a better culture anywhere else. Period.” 
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  Training and Tools- “All managers truly want you to succeed, and you are given great tools and training to be successful in your role.”
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  Balance- “Great work life balance and awesome team environment!”

Diversity Programs & Initiatives:

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  Diversity: Embracing a culture that values uniqueness.
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  Inclusion: Inviting diverse groups to take part in company life.
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  Belonging: Helping each individual feel accepted for who they are.

Additionally, we offer a variety of benefits and perks, such as:

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  Flexible PTO
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  Paid company holidays 
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  4 company provided, “Recharge Days”, which are wellness days off for the entire company
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  Several active Employee Resource Groups (ERG’s) to help foster inclusion and community 
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  Employee Assistance Program
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  Access to a wide variety of unique perks and apps:Ginger, Calm, Headspace, Carrot Fertility, Aaptiv, Omada, One Medical, SoFi 
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  Fetch Pet Insurance
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  401K
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  Health, dental and vision insurance
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  Paid maternity leave 
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  Employer paid short term and long term disability and life insurance