Client Success Specialist - Business Listings Team

* 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.
* 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.
* Flexible PTO for salary paid employees
* Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1
* 10 paid company holidays
* 4 company paid , “Recharge Days,” which are wellness days off for the entire company
* Health, dental and vision insurance
* 401k* Paid Parental Leave for all eligible employees as of day 1 of employment
* Employer paid short and long term disability and life insurance
* Employee Assistance Program (EAP)
* Access to a wide variety of unique perks and apps:  + Perk Spot - Employee Discount Program  + Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options  + Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support  + Omada - Virtual prevention and physical therapy program  + Ladder
-Life insurance to supplement outside of employer offering  + SoFi - Financial wellbeing platform and 1:1 advice  + Fetch - Pet insurance discount program  + Spring Health for Guardian - Virtual mental health support  + XP Health for Guardian (virtual eye-wear platform) is the undisputed leader in reputation experience management and consistently delivers innovative, customer-driven solutions to household brands such as Nissan, Public Storage, US Bank, GM, Ford, and Kaiser Permanente.

Our SaaS-based platform and patented Reputation Score helps marketers, operations and customer experience professionals improve their reputation by managing…