Meet Willie, a Customer Success (CS) Manager on our Local CS team! He recently celebrated his third Yelpiversary and is sharing what his #LifeAtYelp has looked like over the last few years.
Tell us about your journey at Yelp
I’ve been at Yelp since November 2019, and since then, I have held a few different roles on various teams throughout the company. However, my main background at Yelp is in Customer Success, which is the department that I enjoy the most. Overall, my entire experience has been amazing. Even in the roles where I didn’t feel were my strongest, I developed skill sets that have made me much more impactful in my current role.
What does a typical day look like in your role?
In my current role, my focus is the retention of our active advertisers. On average, the large bulk of my day is focused on taking inbound calls and working with clients who currently invest ad dollars with Yelp or have done so recently. I either encourage them to continue to utilize our product or help them restart their services. As I build my book of business, I spend my outbound time (about an hour per day) clearing my cases, organizing my book, or pursuing a few accounts that I can turn back into active advertisers.
What is your #1 tip for productivity while working from home?
For me, it’s simple – I focus on my bottom line. I’m in a role where additional compensation is paid based on my performance throughout each month. Thus, a lot of my motivation and productivity in reaching my goals comes from the potential for greater financial success!
Tell us about a time that you’ve helped a Yelp customer achieve their goals or solve a tough problem
A business owner was using a 30-day free trial of his ads, but he didn’t feel he was getting the business he had hoped for. Though he was seeing some results, it wasn’t the quick ramp-up he had wanted. I explained the benefits of starting with a more aggressive budget to meet his ROI goals much faster. The business owner canceled his free trial and began a new budget of more than twice the amount of the trial based on my recommendation. They have now had a much greater ramp-up, and the business is still actively advertising!
How have your previous roles helped prepare you for the work you’re doing now?
I started out in Customer Success, however, I spent time as a Local Client Partner. Being in this role was a huge help for my current role, which is back in Customer Success. I was able to learn new sales strategies to help retain clients and how to set up potential upgrade conversations once retention is concluded.
How does Yelp support your work-life balance?
Yelp has great benefits, especially when it comes to PTO and wellness hours. I appreciate those so much because, at my previous jobs, it was really difficult to take time off. The opportunity to spend time away from work shows how well Yelp values our personal time.
How does Yelp’s leadership show you your work is valued?
Yelp gives the most department-wide shoutout and acknowledgment emails I have ever seen in my professional career. I would venture to say that I was acknowledged more in my first year at Yelp than in every previous working year combined!
Want to work with Willie?
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!
