Birdeye

Account Manager

• Serve as the main point of contact for assigned customers, ensuring a seamless experience.
• Build and maintain strong, trusted relationships with key stakeholders.
• Proactively address customer concerns and work towards long-term satisfaction.
• Lead contract renewal discussions well in advance of expiration dates.
• Identify and recommend service upgrades based on customer needs.
• Work with internal teams to ensure customers maximize the value of our solutions.
• Identify and refer new sales and expansion opportunities to the Sales team.
• Act as the primary relationship manager during customer implementations.
• Serve as a liaison between the customer and internal departments to address issues proactively.
• Frequently travel across the U.S. to meet with customers in person and conduct on-site visits.

Product Marketing

• Collect, validate, analyze, and communicate operational data to drive business decisions and marketing growth
• Provide reporting and analytics support to Birdeye’s global marketing organization, UK organization, global BDR organization, and Sales
• Monitor and manage key revenue and marketing funnel metrics to drive marketing spend efficiency & revenue growth
• Actively identify issues in the marketing funnel and collaborate with marketing and sales leaders to develop action plans
• Address areas for improvement in marketing procedures, data gathering, and analytical models
• Co-lead the UK forecasting model and process and create prediction models that campaign owners can utilize to calculate ROAS, CAC and payback period
• Maintain marketing reports and use data to communicate performance, areas for improvement, and shared achievements or failures
• Build dashboards to transform large datasets into insights for proactive and reactive purposes
• Work closely with sales and marketing leaders on reporting and analysis needs and with the Tableau Team for dashboard development
• Develop and monitor periodic full funnel performance of the sales and marketing organizations
• Perform ad hoc analysis as necessary to drive improvements in the customer success organization
• Work synergistically with cross-functional partners and stakeholders; work during US/PST hours as required

GTM Business Intelligence Manager

IT Support

• Lead IT operations with an ownership mindset : Oversee corporate IT systems, SaaS applications, and end-user services to ensure reliability, security, and compliance.
• Escalation management : Act as the primary escalation point for critical IT issues, ensuring timely communication with executives and swift resolution.
• SaaS and access governance : Administer core SaaS applications (Google Workspace, Zoom, Salesforce, RingCentral, Office 365, JIRA, etc.), manage access controls, and ensure compliance with security frameworks (SOC2/ISO).
• Asset lifecycle ownership : Manage procurement, inventory, provisioning, and secure recovery of laptops and IT assets, leveraging MDM platforms (Kandji, ScaleFusion, Intune) for both Windows and Mac environments.
• Proactive endpoint management : Enforce compliance, security, and monitoring across all endpoints; drive automation to minimise manual overhead.
• Network and collaboration systems: Manage VPN, Wi-Fi, VoIP/telephony, and video conferencing to ensure uninterrupted productivity.
• Policy & process leadership : Design, document, and enforce IT policies, SOPs, and business continuity plans; ensure adherence to ITIL practices (incident, change, and problem management).
• Compliance & security : Safeguard data and access, conduct audits, and ensure proactive alignment with internal and external compliance requirements.
• Vendor & budget management : Manage IT service providers, negotiate vendor contracts, and forecast IT needs within budget constraints.
• Performance metrics & dashboards : Develop and maintain KPIs and SLA dashboards to track workload, efficiency, and service delivery outcomes.
• Continuous improvement : Identify process inefficiencies and compliance risks, then implement strategic solutions to improve scalability and resilience.
• Team leadership & development : Mentor and coach IT staff, fostering a culture of accountability, proactive ownership, and continuous improvement.
• Strategic outlook : Anticipate industry trends and evolving business needs; recommend innovative solutions that balance cost, security, and scalability.

Account Manager

GTM Business Intelligence Manager

Lead IT Administrator