Client Success Specialist - Business Listings Team

About Reputation

Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America's Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.

Your Role at Reputation:

The Client Success Specialist (also knows as Business Listings Success Manager) executes managed business listings services for assigned accounts, ensuring accurate and consistent customer information across platforms to maximize visibility and engagement. This role follows established processes, applies defined solutions, and collaborates with customers and internal teams to maintain listing accuracy. The ideal candidate demonstrates strong attention to detail, customer service skills, and the ability to manage multiple tasks within a structured framework.

This is an early-career position and a great opportunity to get your foot in the door with Reputation!

How You'll Shape the Experience:

• Review data received from customer master spreadsheets for listings fulfillment relating to adding, changing, and deleting listings.

• Manage and optimize listings across Google Business Profiles, Apple Maps, Bing Places, Facebook, and other directories based on defined requirements.

• Support ongoing listings management including claiming, editing, and duplicate suppression, and more under established playbooks.

• Collaborate with customers to ensure listing information (name, address, phone, hours, etc.) is accurate, consistent, and up to date.

• Identify discrepancies and apply established solutions; escalate unresolved issues when needed.

• Monitor and report fulfillment progress, listing accuracy, and data completeness within assigned accounts.

• Maintain accurate documentation and update internal systems to reflect account progress.

• Develop and maintain Success Plans for each customer, reviewing progress and aligning with the customer throughout their lifecycle to ensure measurable outcomes and long-term success.

• Create and document Standard Operating Procedures (SOPs) for each customer account to capture client-specific requirements, ensure consistency in service delivery, and build team-wide awareness.

• Build rapport and trusted customer relationships and collaborate closely with internal delivery teams.

• Ensure customer satisfaction and account stability through delivery excellence.

• Stay current on industry trends and platform updates for Google Business Profiles, Apple Maps, Bing Places, Facebook, and emerging search engines or directories.

• Stay informed on updates to core platforms (Google Business Profiles, Apple Maps, Bing Places, Facebook) and apply changes as directed in customer delivery processes; participate in team knowledge-sharing.

• Manage assigned tasks under tight deadlines.

• Additional duties as assigned.

The Skills That Set You Apart:

• Bachelor's degree, in progress of completing a degree program, or equivalent experience.

• 1+ years of experience managing client accounts or delivering customer-facing services, preferably in a business listings or digital marketing context.

• Prior experience in a "white glove" customer service environment preferred.

• Familiarity with Google Business Profiles, Apple Maps, Bing Places, Facebook, or Yelp preferred.

• Strong communication skills (written and verbal).

• Strong attention to detail and organizational skills.

• Working knowledge of MS Office or Google Workspace.

• Salesforce experience is a plus.

• Ability to follow defined workflows, manage multiple priorities, and meet deadlines.

• Hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change).

• Open to standard or non-standard shift schedules.

Where You'll Connect & Collaborate:

• Your main HQ is our Scottsdale, AZ office, but we know great work can happen anywhere. You'll have the flexibility of a hybrid schedule, joining us in person on Tuesdays and Wednesdays (subject to change) and working from home the rest of the week.

Our Benefits & Perks

We believe our people deserve to feel supported, valued, and rewarded both in and out of work. That's why we offer a generous and thoughtfully designed benefits package, including:

Paid Time Off:

• Flexible PTO for salary paid employees

• Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.

• 10 company paid holidays plus 4 "Extended Company Holidays," which are additional paid days off for the company.

Health and Welfare Benefits

• Multiple medical and dental plan options, plus 100% company paid vision coverage

• 401k available through Fidelity

• Paid Parental Leave for all eligible employees as of day 1 of employment

• Employer paid short and long term disability and life insurance

• Critical Illness, Accident & Hospital Indemnity insurance

• Employee Assistance Program (EAP)

• Access to a wide variety of perks and wellbeing apps:

- PerkSpot: Employee discount program

- Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships

- Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health

- Omada: Virtual prevention and physical therapy program

- Ladder: Supplemental life insurance

- SoFi: Financial wellbeing platform with 1:1 advice

- Fetch: Pet insurance discount program

- Spring Health for Guardian: Virtual mental health support

- XP Health for Guardian: Virtual eyewear platform

- Rate.com: Mortgage services discount program

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit ourCandidate Privacy Notice.

Applicants only - No 3rd party agency candidates.