Team Lead - Managed Services for Google - SaaS
Reputation, India

Team Lead Managed Services for Google - SaaS

HYDERABAD, INDIA

OPERATIONS CUSTOMER EXPERIENCE

About Reputation.com

Reputation.com, Inc., based in Silicon Valley, pioneered online reputation management (ORM) technology for

the enterprise market in 2006. With its SaaS platform, Reputation.com technology has managed tens of millions of consumer reviews and consumer interactions across hundreds of thousands of online points of presence for global companies spanning 77 industry verticals. Most recently, Reputation.com was ranked No. 1 in Enterprise Online Reputation Management in G2 Crowd’s spring 2019 report. The ranking is based on G2 Crowd’s proprietary algorithm that calculates global rankings based on overall customer satisfaction, ease of doing business with, market presence, likelihood to be recommended and number of reviews.

Why Work at Reputation.com

• Is growing revenue by 50% year over year

• Maintains a world-class executive management team

• Has raised over $87 million in funding and is playing in an exploding market segment.

If these wins excite you, we’d love to meet you!

Role Summary:

We are looking for a highly skilled Team Lead for our Managed Services for Google (MS4G) offering, who has a positive, can-do attitude. This role will report directly into the Manager of Service Delivery

The MS4G team is responsible for claiming, editing and maintaining Google My Business pages, ensuring the most accurate information is displayed. Must be familiar with online review sites and have the ability to manage projects under tight deadlines. Each team member manages a portfolio of clients and locations, specifically for Google My Business, from implementation and on-boarding, through day-to-day maintenance.

Your job as a player-coach is to become the resident Subject Matter Expert and deliver business information accuracy for our customers.

You must be familiar with online review sites, manage the day-to-day activities of the team, while concurrently managing projects under tight deadlines.

If you are keen for the opportunity and accept the challenge, please get in touch with us!

Responsibilities:

• Coordinate with the team in U.S. and guide the Team in India on process amp; delivery
• Provide team with ongoing team support, including coaching, feedback, and professional development opportunities
• Develop and present team productivity and client accuracy reports to management
• Manage and delegate work, and hold team members accountable
• Working closely with engineering and product on customer and team product implementation and feature requests
• Providing world-class customer service, through organisation, urgency and strategy
• Collaborating effectively with sales, professional services, product and peers to maximize the customer experience
• Monitor KPIs and SLAs, and escalate issues when necessary
• Verification of data accuracy on Google My Business through the Business Listings Dashboard, making updates as necessary
• Provide pipeline and workflow feedback to Customer Success Management team on progress and participate in client calls as needed
• Open to work in 24/7 operations

Skills/Qualifications:

• 3-4 years’ experience in customer service and managing a team (including interviewing, hiring, coaching, or relevant experience) preferred
• A passion for both leading a team and being an individual contributor in a fast-paced, every-changing environment
• Proficiency in Excel and familiarity with Google / Google My Business
• Strong client communication skills (both verbal and written communication, digitally and in-person)
• Strong communication and partnership skills assisting teams cross-functionally within the organisation
• Attention to detail is REQUIRED
• Decision-making and prioritisation skills
• Bachelor’s Degree preferred or equivalent experience

About Reputation.com:

Ninety percent of buyers say online reviews influence their purchasing decisions. A difference of one star in a rating leads to a 9 percent difference in revenue. Yet companies struggle to ensure that their reviews and ratings reflect actual customer satisfaction.

CMOs find themselves at the mercy of algorithms they don’t control on Google, Facebook and thousands of specialty sites where no amount of marketing spend can offset the negative impact of a weak online reputation.

We deliver the category-leading Online Reputation Management (ORM) platform for large, multi-location enterprises. Our intelligent platform helps them:

· Monitor review sites and social media

· Generate more representative sta

Job Rewards and Benefits