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SalaryHi there! We're PAR and our purpose is:
To deliver solutions that connect people to the restaurants, meals and moments they love.
We take that responsibility very seriously. As a leading provider of technology to the top restaurant brands in the world we're calling all rebels, instigators, idealists and builders to join our constantly growing team!
PAR invented the first standalone point of sale terminal over 40 years ago, yet we operate much like a start-up at the forefront of restaurant technology. Today, our solutions span Customer loyalty, engagement, restaurant management, payment services, drive-thru, and full POS integrations. These solutions are used to serve tens of millions of guests every day in over 120 countries.
Our mission is to build the number one restaurant technology company in the world and we're off to great start.
We believe that our ambition is only limited by our ability to attract and retain great people; people who are up for the challenge to change the game with us! If it sounds like you belong here, we should meet!
Position Description
As a Manager, Digital Customer Success (Manager, DCSM), you will be a player coach of our platform "how-to" experts and be responsible for the success and scalability of the emerging customer tier. Brands in the emerging tier are in verticals that Punchh currently has customers. The Manager, DCSM understands the balance between digital and human touchpoints and has experience scaling Customer Success utilizing a CS tool. In addition, operational focused and has experience managing a ticket queue for customer inquiries as well as being a leader and mentor to their team. By combining exceptional skills in communication and leadership, with in-depth product knowledge, and an operational mindset, the Manager, DCSM will play a crucial role in creating scale within the Customer Success team.
Position Location
This role can be done remotely (USA). Alternatively, if you live in the Austin, Texas area, you can spend time at our office located in downtown Austin
Pay Band
The base salary range for this position is $100,000 to $115,000+ USD commensurate with work location, experience, skills, certifications, education, and prior accomplishments. The position may be eligible for additional compensation, including cash bonus and/or equity incentives.
What You'll Do
- Player coach to a team of Customer Success Specialists (CSS), this team are the customer facing platform "how-to" experts
- Gain expert knowledge of the Punchh platform with the ability to support the team that provides clear written guidance and instructions to customers on how to use each feature
- Maintain and monitor workloads and queue of the "how-to" ticketing queue to ensure SLAs and goals can be achieved
- Analyze queue data for quantity, quality, speed and themes
- Be a part of the queue to help resolve tickets
- Where required, adopt flexible work time schedules and as required, be flexible in addressing critical after-hours customer issues
- Ensure internal knowledge base sources are up to date and accurate
Scale and Retain Emerging Customer Tier
- Operational mindset, constantly seeing improvement opportunities and emphasize efficiency
- Scale the management of the emerging customer relation for ongoing growth and retention
- Analyze the emerging customer journey and identify and build a proactive digital communication strategy with the customer's goals in mind utilizing the CS tool
- Be a player coach to your team and be a part of the queue to help answer customer inquiries
- Identify themes that could turn into scaled digital touchpoints to continue to enhance the emerging customer journey
- Be the champion and quarterback for our emerging customer tier
- Empower your team to be responsible for the value of the emerging customer book of business and retention
- Be the first point of escalation for your team, escalation mitigation to reduce customer churn
- Collaborate with other CS leadership to help identify and build out processes that impact efficiency and scalability of the overall CS team
Train, Mentor, and Grow
- Provide coaching and guidance to your team through scheduled one-on-one meetings
- Identify trends, topics, and pain points that impact your team, and encourage discussion through ongoing team meetings
- Train on and learn the Punchh platform to manage and deliver effective software adoption and key metrics (e.g. product training, CS related trainings, etc.) and any post implementation initiatives as well as ensure certifications and trainings are complete
- Aid in building out the CS team through individual development plans, interviewing candidates, and help onboard your new hires to maximize their potential
- Ensures regular updates and maintenance of the company CRM and CS tool
- Support Director of Customer Success for review cycles
- Comfortable with quantitative data and can break any problem down into its component parts
- Aids in the creation of key team metrics or ongoing reporting as needed by the Director of Customer Success
What We Are Looking For
- 5+ years' experience in customer facing (Customer Success / Support) for a Saas company
- 2+ years' Punchh platform / restaurant tech industry experience (preferred but not required)
- Prior management experience
- Experience scaling Customer Success engagement for a specific tier of customers
- Experience working and building out data-driven automations in Gainsight or a similar Customer Success tool
- Experience working in Salesforce or similar company CRMs
- Experience managing customer ticket queues
- Strong time management skills and the ability to respond well to time pressures and deadlines
- Ability to prioritize and triage competing priorities and maintain focus on the successful delivery of client initiatives in a commercial SaaS software delivery environment
- Highly analytical and data-driven, but also a creative problem solver and innovator. A solution-finder mentality, and strong problem-solving skills.
- Desire to drive and be a champion for your team and collective portfolio
- Comfortable and confident engaging with customers and owning communications
- Role model of PAR cultural values
PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you'd like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.
