Customer Success Manager

• 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.

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