Customer Experience Manager
Work with/mentor your group of CSM’s to work on the quality and adequacy of onboarding process.
Improve the throughput and versatility of the group by distinguishing freedoms to mechanize and smooth out the onboarding system.
Work intimately with the Manager of Retention to recognize patterns and systems that will work on the maintenance of BirdEye clients.
Closely screen key onboarding execution measurements and carry out changes that will drive consistent improvement.
Work closely with sales leadership to ensure there is tight alignment between the teams and resolving customer escalations.
Point of contact for escalation calls for our SMB customers
PREFERRED SKILLS & EXPERIENCE
Bachelor’s certification in a suitable discipline
Experience evolving and optimizing people, process and tools
Expertise managing large complicated accounts and projects at the most senior level
Experience with account portfolio planning and prioritization
Capability as a credible and effective consultant/coach at the executive level down in order to facilitate change management
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict.