Meet Reed, a Senior Enablement Training Specialist on our Customer Success team! Reed’s #FiveStarCareer journey began in June 2019 when he joined the team as a Customer Success Manager (CSM) before transitioning to his current role on our Enablement team in 2021.
Tell us about your journey at Yelp.
In June 2019, I started my journey at Yelp as a Customer Success Manager (CSM). During my time as a CSM, I spent most of my day-to-day supporting business owners who were advertising on Yelp, which included tasks like handling inbound calls, optimizing ad programs, and answering any questions a client might have. I worked on a few teams within Customer Success for about 1.5 years, and then at the start of 2021, I moved to my current role on the Enablement team.
Now, I serve as a Training Specialist for our Local Customer Success teams where I help build training programs for both our new hires and current employees. Having the opportunity to help grow and develop our team is one of my favorite parts of the job, as I get to play a role in shaping a new hire’s journey at Yelp.
What does a typical day look like in your role?
My typical day depends on if there’s a new hire class scheduled. During onboarding classes, I start my day by reviewing the training materials on the agenda. Then, I hop into our virtual classroom to present on various Yelp topics to prepare our CSMs for any scenario they might encounter on the phones. Outside of training, my focus shifts to project-oriented tasks, like updating e-learning content with the latest Yelp products or collaborating with our leadership team to identify training needs for our current CSMs.
How do you form connections with your teammates in a remote world?
Building and maintaining connections remotely can take additional effort, but it can be done in small ways. I try to set aside five minutes at the beginning of a 1:1 or meeting to talk about non-work things, like a shared hobby or book recommendation. When I’m meeting someone new, it gives me a chance to learn more about who they are outside of their role at Yelp. With the folks I meet with regularly, chatting about non-work topics allows us to build a friendship. Those quick conversations go a long way in building a strong working relationship. When it’s time to tackle a big project, I’m not working with strangers; I’m collaborating with teammates I can trust and lean on.
How would you describe Yelp’s culture?
To use two of Yelp’s values, our culture is “unboring” and “authentic.” There is a lot of focus and celebration around who we are as individuals. Whether it’s through our Yelp Employee Resource Groups, where you can connect around a shared identity (and support as an ally), or through virtual events with various guest speakers, there’s always a chance to connect and learn from someone new. It’s always a refreshing experience to know that I don’t have to put on a persona to show up to work – I can just be myself!
Want to work with Reed?
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!
