Manager, Customer Ratings & Reviews Job at Staples (Framingham)

Principal Customer Success Manager

As a Principal Customer Success Manager on our Strategic team, you will be a tru...

Location

United States , Atlanta

Salary:

110000.00 - 124000.00 USD / Year

Fullstory

Expiration Date

Until further notice

Requirements

6+ years of experience in Customer Success Management or a related field
Experience managing a minimum of $4-6M ARR, working with large Fortune 500 or Global 2000 sized customers
A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management
Exceptionally strong communication and relationship-building skills, with the ability to multithread across stakeholders and deliver compelling executive-level presentations
Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness

Job Responsibility

Oversee the customer experience for a portfolio of 10-20 enterprise-level, high-value accounts with the goals of retention and growth
Ensure Fullstory’s most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes, while also documenting the value and ROI delivered
Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team
Partner with multiple internal cross-functional teams (Sales, Marketing, Product, and Fullstory executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation
Create and deliver Executive Business Reviews, presentations and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the Fullstory platform
Represent Fullstory as a leading domain and product expert in customer interactions, industry and corporate events, as well as online within both customer-facing and internal communities
Being an advocate for customers’ product feature priorities internally within Fullstory and align with product team around driving product roadmap
Use AI tools (e.g., Gemini, AgentSpace, or AI features in other SaaS tools) that enhance your work quality and help you to be more efficient in making an impact

What we offer

Flexibility and Connection
Benefits
Learning opportunities
Productivity support
Team Collaboration
Paid parental leave
Bereavement leave, including miscarriage/pregnancy loss

Fulltime

Customer Success Manager - North America

We are a global leader in Lead Generation and we power the growth of 200 clients...

Location

United States , Boston

Salary:

Not provided

Dolead

Expiration Date

Until further notice

Requirements

5+ years in Customer Success / Account Management with a sales‑driven mindset (upsell/cross‑sell ownership) in Adtech/Martech, Performance Marketing, or data‑driven SaaS
Proven ownership of mid‑market/enterprise accounts with executive stakeholders
strong negotiation and commercial acumen
You enjoy working with numbers and funnel analytics
bonus if you’ve used Looker / Tableau / Power BI
Comfortable presenting to clients regularly
concise written and verbal communication
Self‑motivated, proactive, and thrives in a fast‑paced environment
Fluent in English

Job Responsibility

Own senior client relationships
Build trust with Marketing, Sales, and Revenue Operations leaders
align on goals, working cadence, and how we’ll measure success
Create quarterly success plans
Tie to the client’s objectives and define a focused set of metrics—gross revenue retention (GRR), net revenue retention (NRR), and customer‑acquisition‑cost (CAC) payback—plus leading indicators like lead‑acceptance rate and marketing‑qualified‑to‑sales‑qualified conversion (MQL→SQL)
Make the funnel work end‑to‑end
Track cost per lead (CPL), lead quality, MQL, SQL, and pipeline
identify bottlenecks and coordinate fixes with Performance and RevOps
Accelerate onboarding
Target time‑to‑value (TTV) within 30 days

What we offer

Healthcare: AETNA: individual & family - medical, dental, and vision plan & retirement Plan
Holidays: Flexible vacation time to promote a healthy work-life balance
Remote policy: 2 days/week WFH (if you’re based in the Greater Boston area)
Multicultural environment: +13 nationalities globally
Culture: Fun company and team events

Brand Reputation Manager

We are seeking for an experienced Review Management Manager to lead this initiat...

Location

Philippines , Cebu City

Salary:

Not provided

STAFFVIRTUAL

Expiration Date

Until further notice

Requirements

3–5 years of hands-on experience in online (Google) review management, reputation management, or a closely related digital marketing discipline
Proven experience managing a team of at least three individuals in a remote working environment
Demonstrated expertise in disputing Google Business Profile reviews, including working knowledge of Google's review policies and formal dispute/complaint processes
Proven track record of successfully advocating for review removals through Google's platform and escalation channels
Strong analytical skills with experience using reporting tools
Excellent written communication skills with the ability to craft professional, brand-appropriate responses across a variety of client verticals
Highly organized with the ability to manage multiple client accounts simultaneously in a fast-paced environment
Prior experience working with a third-party review management platform
Familiarity with Google Business Profile (GBP) administration at scale, including multi-location management
Background in digital marketing agency operations or client-facing account management

Job Responsibility

Oversee 24/7 monitoring of client Google Business Profiles for new reviews, policy violations, and reputation risks
Develop and maintain standardized response frameworks for both positive and negative feedback
Ensure all client reviews receive timely, professional attention in alignment with each brand's voice and guidelines
Lead the end-to-end dispute process for reviews that violate Google's policies, including low-quality content, profanity, harmful material, bullying/harassment, discrimination, hate speech, and personal information exposure
Build and refine internal best practices for flagging and escalating disputes through Google's formal complaint channels
Track dispute outcomes and maintain detailed records of all flagged reviews, star ratings, dispute submissions, and removals
Stay current on Google's evolving review policies and platform guidelines to maximize dispute success rates
Manage and optimize Incline's customer survey and review routing tools to guide satisfied customers toward submitting high-star reviews
Oversee the Survey Collector Tool
Collaborate with Client Success Teams to identify opportunities to improve review volume and average ratings

What we offer

Competitive compensation and benefits package
HMO coverage starting on Day 1
Paid time offs
Training, career growth, and global exposure
A collaborative and supportive team culture

Fulltime

Accounting Success Manager

The Accounting Success Manager I will be joining a growing Customer Success team...

Location

United Kingdom , London

Salary:

Not provided

FloQast

Expiration Date

Until further notice

Requirements

BA/BS degree in Business Administration, Accounting, Finance or relevant fields
Minimum of 2-3 years of accounting experience required
Thorough knowledge of basic accounting procedures and principles
Experience working with cross-functional teams
Proven ability to manage multiple projects
meeting deadlines and strong attention to detail
Ability to think analytically and apply problem solving skills to scenarios throughout the course of the work day
Strong listening and presentation skills
Strong verbal and written communication skills
Ability to travel up to 30%

Job Responsibility

Cultivate Strong Relationships: Build and nurture robust, long-term relationships with key stakeholders (including Controllers, Accounting Managers, CFOs, Business Systems/Operations, and IT) within our mid-market accounts
Deliver Consultative Solutions: Provide great customer service, product assistance, training, and tailored, consultative solutions to help clients achieve their close management and accounting operational goals within your assigned book of business
Drive Engagement: Respond to all client inquiries, offer comprehensive product training, and establish regular Quarterly Business Reviews (QBRs)
Collaborate Cross-Functionally: Partner with Product/Engineering, Sales, Executive Leadership, and Professional Services, sharing insights based on the specific needs of your clients
Advocate for Clients: Understand the unique business needs of your accounts and provide direct product feedback to the Product and Engineering teams to ensure high customer satisfaction
Manage Renewals: Work in partnership with Account Management to strategize and manage the client renewal process, aiming for a high annual retention rate and strong net retention quarter over quarter
Support Growth Initiatives: Strategize with Sales and Account Management to expand the pipeline within your accounts and assist in closing new business or pilots
Ensure Seamless Onboarding: Collaborate closely with Professional Services to ensure a smooth onboarding experience and ongoing success for clients
Become a Product Expert: Develop deep product expertise, staying up-to-date on the latest features and functionality
Lead Strategic Meetings: Plan and lead in-person client meetings to expand our footprint, foster end-user adoption, and mitigate churn

Fulltime

Enterprise Accounting Success Manager

The Enterprise Accounting Success Manager will be joining a growing Customer Suc...

Location

United States , Los Angeles

Salary:

96000.00 - 144000.00 USD / Year

FloQast

Expiration Date

Until further notice

Requirements

BA/BS degree in Business Administration, Accounting, Finance or relevant fields
5+ years of private or public accounting experience required
Experience in a customer facing role
Thorough knowledge of basic accounting procedures and principles
Experience working with/for public or large private companies
Ability to effectively interact with client teams at various levels of technical and non-technical depth
Experience working with cross-functional teams
Proven ability to manage multiple projects
meeting deadlines and strong attention to detail
Ability to think analytically and apply problem solving skills to scenarios throughout the course of the work day

Job Responsibility

Cultivate Strong Relationships: Build and nurture robust, long-term relationships with key stakeholders (including Controllers, Accounting Managers, CFOs, Business Systems/Operations, IT, and Internal Audit) within our largest and most complex enterprise accounts
Deliver Consultative Solutions: Provide exceptional customer service, product assistance, training, and tailored, consultative solutions to help clients achieve their close management and accounting operational goals within your assigned book of business
Drive Engagement: Respond to all client inquiries, offer comprehensive product training, and establish regular Quarterly Business Reviews (QBRs)
Collaborate Cross-Functionally: Partner with Product/Engineering, Sales, Executive Leadership, and Professional Services, sharing insights based on the specific needs of your enterprise clients
Advocate for Clients: Understand the unique business needs of your enterprise accounts and provide direct product feedback to the Product and Engineering teams to ensure high customer satisfaction
Manage Renewals: Work in partnership with Account Management to strategize and manage the client renewal process, aiming for a high annual retention rate and strong net retention quarter over quarter
Orchestrate Executive Engagement: Partner with Executive leadership to organize and execute recurring executive business reviews (via Zoom and strategically planned on-site visits where expansion opportunities or risks exist)
Support Growth Initiatives: Strategize with Sales and Account Management to expand the pipeline within enterprise accounts and assist in closing new business or pilots
Ensure Seamless Onboarding: Collaborate closely with Professional Services to ensure a smooth onboarding experience and ongoing success for clients
Become a Product Expert: Develop deep product expertise, staying up-to-date on the latest features and functionality

What we offer

Medical
Dental
Vision
Family Forming benefits
Life & Disability Insurance
Unlimited Vacation
participation in our Employee Stock Program
up to an annual 15% bonus, paid out quarterly

Fulltime

Review Management Lead

The ideal candidate brings deep hands-on experience with Google Business Profile...

Location

Philippines , Cebu City

Salary:

Not provided

STAFFVIRTUAL

Expiration Date

Until further notice

Requirements

3-5 years of hands-on experience in online (Google) review management, reputation management, or a closely related digital marketing discipline
Proven experience managing a team of at least three individuals in a remote working environment
Demonstrated expertise in disputing Google Business Profile reviews, including working knowledge of Google's review policies and formal dispute/complaint processes

Job Responsibility

Oversee 24/7 monitoring of client Google Business Profiles for new reviews, policy violations, and reputation risks
Lead the end-to-end dispute process for reviews that violate Google's policies, including low-quality content, profanity, harmful material, bullying/harassment, discrimination, hate speech, and personal information exposure
Track dispute outcomes and maintain detailed records of all flagged reviews, star ratings, dispute submissions, and removals
Manage and optimize customer survey and review routing tools to guide satisfied customers toward submitting high-star reviews
Leverage AI-powered tools to analyze client review data, identify recurring themes, and surface actionable insights
Manage a team of dispute specialist and review coordinators, to proactively provide high-quality services and results
Establish scalable workflows, SOPs, and quality standards for the in-house review management function

What we offer

Competitive compensation and benefits package
HMO coverage starting on Day 1
Paid time offs
Training, career growth, and global exposure
A collaborative and supportive team culture

Accounting Success Manager - German Speaking

The Accounting Success Manager I will be joining a growing Customer Success team...

Location

United Kingdom , London

Salary:

Not provided

FloQast

Expiration Date

Until further notice

Requirements

BA/BS degree in Business Administration, Accounting, Finance or relevant fields
Minimum of 2-3 years of accounting experience required
Thorough knowledge of basic accounting procedures and principles
Experience working with cross-functional teams
Proven ability to manage multiple projects
meeting deadlines and strong attention to detail
Ability to think analytically and apply problem solving skills to scenarios throughout the course of the work day
Strong listening and presentation skills
Strong verbal and written communication skills
Ability to travel up to 30%

Job Responsibility

Cultivate Strong Relationships: Build and nurture robust, long-term relationships with key stakeholders (including Controllers, Accounting Managers, CFOs, Business Systems/Operations, and IT) within our mid-market accounts
Deliver Consultative Solutions: Provide great customer service, product assistance, training, and tailored, consultative solutions to help clients achieve their close management and accounting operational goals within your assigned book of business
Drive Engagement: Respond to all client inquiries, offer comprehensive product training, and establish regular Quarterly Business Reviews (QBRs)
Collaborate Cross-Functionally: Partner with Product/Engineering, Sales, Executive Leadership, and Professional Services, sharing insights based on the specific needs of your clients
Advocate for Clients: Understand the unique business needs of your accounts and provide direct product feedback to the Product and Engineering teams to ensure high customer satisfaction
Manage Renewals: Work in partnership with Account Management to strategize and manage the client renewal process, aiming for a high annual retention rate and strong net retention quarter over quarter
Support Growth Initiatives: Strategize with Sales and Account Management to expand the pipeline within your accounts and assist in closing new business or pilots
Ensure Seamless Onboarding: Collaborate closely with Professional Services to ensure a smooth onboarding experience and ongoing success for clients
Become a Product Expert: Develop deep product expertise, staying up-to-date on the latest features and functionality
Lead Strategic Meetings: Plan and lead in-person client meetings to expand our footprint, foster end-user adoption, and mitigate churn

Fulltime

Private Cloud AI Solution Architect

The Private Cloud AI Solution Architect is responsible for architecting solution...

Location

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Comprehensive knowledge of Generative AI (GenAI) and the ability to demonstrate, design, and architect solutions
Overall solutioning responsibility for HPE Private Cloud AI solutions that allow the customer to accommodate existing architectures providing a managed-service model data privacy, governance and compliance in order to achieve workloads like inference to achieve predictable operating costs
A track record of delivering AI, private cloud, or enterprise IT solutions with measurable success
Familiarity with NVIDIA-based solutions and HPE’s AI technologies is highly desirable
8–12 years of technical experience in IT with a focus on technical consulting and solution selling
Advanced experience participating in and leading solution configurations and the creation of demos and proofs-of-concept (POC) to meet customer requirements
Advanced understanding of the company portfolio of products, software, services, solution domain specialization, adjacent solution domain(s), and how they can be combined to address customer needs
Advanced ability to translate aaS and complete ecosystem, differentiated value, solutions, and workloads and ability to prioritize aaS offerings and consumption models that will achieve the customer’s outcomes and greatest return
Advanced understanding of aaS business model variations
Advanced ability to collaborate cross-functionally to ensure consistency of output and meet aaS strategic goals

Job Responsibility

Develops compelling customer proposals and critically reviews them, manages the expectations of internal stakeholders and customers, ensuring the meeting of customer’s business and technical requirements are met
Quantifies the impact of the business problem(s), positions business value, identifies the strengths and weaknesses of the overall proposed solution to achieve long-term business objectives
Provides input to all global business units to address IT trends, requirements, gaps, or unmet needs
Translates outcome-based solutions into a functional solution design that aligns to the customers business needs, and then translates that functional design into a technical design and architecture that can be scaled to accommodate growth
Communicates how the solution value propositions addresses customer business needs
Tracks leading-edge and emerging technologies
Contributes to industry development for one or more domains through conferences (content support/presentations, demos, booth support) and industry events, while also monitoring social media
Incorporates an understanding of technology trends within the IT industry, as well as the customer’s industry
Actively gathers and applies competitive intelligence as a critical component of account support
Drives the Account Business Planning process, leveraging knowledge of industry trends and the customer’s technical environment

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Fulltime

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Manager, Customer Ratings & Reviews

Job Description

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