Manager Account Management

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.

Position Overview

As a Manager of Upsells at Birdeye, your role is to lead a team of

sales professionals and drive revenue growth by maximizing upsell opportunities

with existing customers. You will work closely with the sales team, customer success

managers, and other cross-functional teams to identify opportunities, develop

strategies, and execute upselling initiatives. Your goal will be to increase the

adoption and usage of additional features, modules, or upgrades within the SaaS

product offerings, ultimately contributing to increased customer satisfaction and

revenue generation.

Key Responsibilities:

1. Team Leadership:

· Manage and lead a team of upsell sales representatives, providing guidance,

coaching, and support to achieve individual and team targets.

· Set performance goals and objectives for the team, monitor progress, and

provide regular feedback and performance evaluations.

2. Upsell Strategy Development:

· Collaborate with the sales leadership and product teams to develop effective

upsell strategies and identify target customer segments.

· Analyze market trends, customer behavior, and competitor offerings to identify

upsell opportunities and tailor strategies accordingly.

· Define pricing strategies, discounts, and incentives to maximize upsell

conversions while maintaining profitability.

3. Customer Engagement and Relationship Building:

· Collaborate with customer success teams to identify and prioritize upsell

opportunities based on customer usage patterns, needs, and feedback.

· Engage directly with key customers to understand their requirements,

challenges, and goals to position relevant upsell options effectively.

· Build strong relationships with existing customers to enhance customer loyalty

and advocacy, fostering long-term partnerships.

4. Upsell Execution and Performance Tracking:

· Develop and implement upsell processes, workflows, and tools to streamline

the upsell lifecycle, from identification to close.

· Monitor and analyze sales data, conversion rates, and other key metrics to

measure the effectiveness of upsell strategies and identify areas for improvement.

· Provide regular reports and updates to senior management on upsell

performance, revenue growth, and market trends.

5. Cross-functional Collaboration:

· Collaborate with marketing teams to develop targeted upsell campaigns,

collateral, and materials to support sales efforts.

· Work closely with product management and development teams to

understand product roadmaps, feature enhancements, and new offerings to drive

upsell opportunities.

· Coordinate with customer support teams to address customer inquiries,

concerns, and technical issues related to upsells.

Requirements:

· Bachelor's degree in business, marketing, or a related field. MBA or relevant

advanced degree is a plus.

· Proven experience in sales or account management, preferably in the SaaS

industry, with a track record of successful upselling and revenue growth.

· Strong leadership and team management skills, with the ability to motivate

and inspire a sales team to achieve targets.

· Excellent communication and interpersonal skills, with the ability to build and

maintain relationships with customers and internal stakeholders.

· Analytical mindset, with the ability to analyze sales data, market trends, and

customer behavior to drive effective upsell strategies.

· Familiarity with CRM systems and sales tools to track and manage customer

interactions and sales pipelines.

· Results-driven with a focus on achieving and exceeding upsell targets while

maintaining customer satisfaction.

· Adaptability and flexibility to thrive in a fast-paced, dynamic startup

environment.

Note: The above job description is a general outline of the responsibilities and

qualifications typically associated with this role. Actual job duties may vary

depending on the organization and industry practices.

Why You’ll Join Us

At Birdeye, we know that our success is tied to our customers’ success, so we are

continually raising the bar for ourselves and others around us to deliver meaningful

results.

We seek to innovate and to be the #1 product in our category, which means we need

to drive results for our customers and to always deliver what we commit.

Our quality needs to be world-class and second to none, so we are exceptionally

hands-on to get work done. We roll up our sleeves and DO.

Working at Birdeye means being part of a tight-knit family that helps you succeed

and loves to celebrate with you! We find strength in diversity and inclusion, so we

strive to find different points of view and expect everyone to represent their authentic

self at all times.