Channel, Partner Success Manager

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

We are looking for a Channel Partner Success Manager to join our Partner Success Team. The ideal candidate will have a passion for building strong relationships with channel partners and has experience driving growth, engagement, and customer satisfaction. An ideal candidate can work and thrive in a fast-paced, customer centric and sales focused entrepreneurial environment. You are a Success Manager for our Channel Partners. You’ll have responsibility to service and grow some really large partners and some smaller Partners.

The goal is to ensure our Partners stick on the platform and sell more seats. You will also be responsible to renew Partners and help us expand Partner accounts through sales enablement, adding on new features, pricing package upsells, etc.

Responsibilities

• Owning the ongoing nurturing efforts so our Channel Partners, in a wide range of industries, can successfully introduce our Birdeye programs to their clients
• Partnering and supporting Channel Sales in developing, maintaining, and deepening relationships with Channel Partners and their clients
• Communicating with and answering questions from Channel Partners to help them understand the program, use cases, and technology platforms
• Marketing and other outreach to Channel partners including newsletters, phone calls
• Managing the distribution of collateral and marketing materials to the Channel
• Maintaining CRM and other internal systems
• Developing and interpreting reports on Channel Partner engagement
• Making recommendations and testing future engagement strategies
• Logistical support for Channel Partners
• Technical integrations support; API, SFTP, CRM automation, etc.
• Being the front-line for soliciting feedback from Channel Partners so we can find new and better ways to help our Channel Partners succeed
• Produce weekly and month-end performance reports, and ad hoc analyses as required
• Create engaging content that represents our brand in collaboration with other departments
• Work with internal and external teams to address data quality issues.
• Work closely with third party account managers to ensure KPI goals are aligned
• Monitor daily, weekly and monthly performance across accounts

Requirements

• Bachelor’s degree
• Digital marketing experience and vertical knowledge of various industries
• 2-3 years of customer success or channel partner management experience
• Strong attention to detail
• Highly proficient in driving upsells and cross-sells
• Self-starter with experience working in smaller teams and taking initiative on new projects
• Experience using a CRM (SFDC) is a plus but not required
• Strong analytical skills and outstanding attention to detail
• Solid understanding of performance marketing, conversion, online customer acquisition and return goals
• Ability to flourish in an extremely fast-paced, high-growth environment with minimal direction

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.

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!