Why Work at Reputation?

• We are an innovation engine with 31 technology patents, ranked in the top three of all competitors.
• Our customer-centric focus has led to a nearly 200% revenue growth from 2016 to 2019.
• The platform is used by three of the top five automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
• We've raised over $117 million in funding from the same A-list venture capital firms that backed Google, Microsoft, and Intuit.
• Our executive management team is diverse and committed to building a performance-based culture where excellence is rewarded and careers are developed.
• 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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Job Summary:

Do you have a passion for customer success and driving real value for some of the world’s 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 Manager with these skills.

The Team Lead, Customer Success is a vital link between the brands we work with and the solutions we provide. They are expected to analyze our client’s business objectives and the industry standards or trends to recommend actions that best achieve said business objectives. This role will help drive business growth by clearly setting direction, KPI establishment and making meaningful sense of the results.

Responsibilities:

• Managing all aspects of client success from initial onboarding, training, upsell and ultimately renewal.

• Managing client expectations for workflow and responsibilities.

• Build strong relationships and maintain frequent engagement with customer sponsors & stakeholders at all levels of the organization.

• Monitor and analyze account specific data sets to: 1- Alert yourself and develop strategic action plans to attack potential churn risk and upsell opportunity. 2 - Visualize and present key performance metrics to build the success story and convey the value propositions that ensure customer satisfaction and renewal.

• Providing world-class customer service, through organization, urgency and strategy.

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

• Be a positive contributor to “the team” in order to maximize Reputation’s short and long-term revenue targets.

• Additional duties as assigned.

Qualifications:

• 5-8 years of experience in a customer success, strategic account management, or consulting.

• Experience with B2B inside sales/outside sales/business development is a plus.

• Experience with renewals or upsells is a plus.

• Complex problem-solving skills and an analytical mind is a must.

• Highly detail oriented, self-driven and eager to provide a superior customer service experience.

• Solid Excel and PowerPoint capabilities with the skills to turn data into insights and action.

• The “big picture” vision and professional communication skills required for enterprise clientele.

• Customer Experience + Customer Outcomes – Customer Success.

• Ability to manage multiple projects to assure implementation and roll outs are done on schedule.

• Ability to work well under pressure.

• Ability to find creative solutions to challenging problems.

• Desire to excel and grow within the organization.

• Bachelor’s Degree required.