Address
SalaryThis is a 100% remote position.
Salary: $100k to $120k
In this role, you will be responsible for devising “solutions” for clients based on a deep understanding of our products and services. You will have a high level overview on client activities along with a very analytical state of mind and be able to present information backed by data.
- Develop a deep understanding of our products or services and their value proposition to communicate and support customer needs effectively.
- Serve as the primary point of contact for assigned customer accounts, building strong, long-lasting relationships.
- Proactively identify opportunities for upselling or cross-selling additional products or services to meet customer needs and drive revenue growth.
- Proactively identify the needs of the client and devise solutions based on our available products and services.
- Monitor customer usage and engagement metrics, identify potential issues or areas for improvement, and take proactive measures to address them.
- Act as an advocate for the customer within the company, collaborating with internal teams to resolve customer issues and improve the overall customer experience.
- Conduct regular check-ins and reviews with customers to gather feedback, address concerns, and ensure their ongoing success and satisfaction.
- Maintain accurate records of customer interactions and activities in our CRM system.
Client Onboarding:
- Welcome new restaurant partners and guide them through the onboarding process.
- Collaborate with cross-functional teams to seamlessly integrate our services into their operations.
Account Management:
- Build and maintain strong relationships with restaurant owners and managers.
- This includes regular communication and relationship building with the larger franchisees of the client.
- Conduct regular check-ins to assess customer satisfaction and identify areas for improvement.
- Proactively address customer concerns and provide effective solutions.
Training and Education:
- Educate restaurant staff on the features and benefits of our services.
- Provide training sessions to ensure optimal utilization of our platform.
- Create and update training materials based on customer feedback and evolving industry trends.
Customer Advocacy:
- Act as the voice of the customer within the company, sharing insights with the product and development teams.
- Encourage satisfied customers to become advocates, participating in case studies, testimonials, and referrals.
Data Analysis:
- Analytical mind, with an objective of presenting all information that is data backed.
- Monitor key performance indicators (KPIs) to identify trends and opportunities for improvement.
- Utilize data-driven insights to provide actionable recommendations for enhancing the customer experience.
- Present QBRs, regular check-ins to customer leadership.
Customer Feedback and Surveys:
- Implement customer satisfaction surveys to gather feedback and measure customer sentiment.
- Analyze survey results and develop strategies to address areas of improvement.
- Create and maintain a customer health scorecard and present it internally to senior management.
Requirements
- Master’s degree in Business, Hospitality, or a related field.
- 6+ years of Customer Success experience/ Proven experience in Customer Success or account management, preferably in the restaurant industry.
- Proven experience driving customer retention results, customer health metrics, and value
- Proven experience increasing utilization metrics within assigned accounts
- Strong understanding of restaurant operations, tech stack, and industry trends
- Ability to articulate the power of education and learning to influence key business decision-makers
- Strong sense of customer empathy and customer-centrism to convert relationship and value into advocacy
- Entrepreneurial drive and ability to work autonomously in fast-moving, quickly-changing environments
- Solving and analytical thinking to translate data into action
- Extremely data-savvy, ability to analyze data and translate insights into actionable recommendations
- Proactive problem-solving skills and a customer-centric mindset
- Familiarity with CRM software and other relevant tools
Benefits
We offer Medical, Vision, and Dental plans, along with a variety of other plans.
