Angel’s Journey in Customer Success

Meet Angel, a Manager on our Local Customer Success (CS) team! Angel recently celebrated her 7th Yelpiversary, and she is sharing a look into her journey, what a typical day looks like in her role, and more.

Tell us about your journey at Yelp

My #FiveStarCareer started in January 2016. I spent a little over a year in CS where I helped pilot our Recovery team before I became a Local Client Partner (LCP). After two years as an LCP, I returned to CS. I have been a manager in CS for over two years, and I actually manage the Recovery team that I helped pilot six years ago!

What does a typical day look like in your role?

I start my day by reviewing my team’s performance from the day prior and evaluate our pacing for the month. We have team round-ups to go over different industries/categories, business cancellations, and strategizes and solutions for our clients. The rest of my day is broken up with 1:1s with my team members, leadership meetings, and working on our content for our CS representative development program.

Tell us about a time that you’ve helped a Yelp customer achieve their goals or solve a tough problem

A few years ago, I was working with a client who wanted to cancel their advertising because they felt it wasn’t working. I spent time with the customer and went over what they felt was missing from their program. I then identified ways we could improve their performance and help them meet their goals. After two extensive phone calls, he agreed to try out the changes we implemented. A few months later, an email popped up in my inbox from the business owner. They were thanking me and said that the changes we made had improved their business. They were so happy they listened to my suggestions and continued the program!

How does Yelp support your work-life balance?

As a working mother, my work-life balance is something I truly appreciate and value. When I shut my laptop for the day, I’m able to walk downstairs and spend quality time with my family. If my kids have an appointment or event, my manager is very understanding about the time I need to step away for my family.

How does your manager show you your work is valued?

My manager is one of a kind! She leads with passion and care. She is always available to offer a fresh perspective and shows me that my work is valued by giving me the space to share my feedback. She also highlights our team’s performance constantly and shares my excitement about our progress.

Tell us about a community that you are proud to be a part of at Yelp

I’m proud to be a part of YelpParents and SomosYelp. Both of these communities provide a safe space to connect with others, and I always feel like I have people around me who understand situations I may be experiencing. Both of these groups offer resources and panels throughout the year on relevant topics.

Want to work with Angel?

With the help of our comprehensive training program, ongoing support, coaching, and development opportunities, you can take your career to the next level at Yelp, whether you’re a seasoned sales professional or just starting out in the industry. Check out our open opportunities and apply today!