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Form of workAt LoyaltyPlant, we empower marketing innovators in brick&mortar businesses to build customer relationships that are truly rewarding both for the brand and for the customer.
We do that by building a mobile-first marketing solution for restaurants&retail, that already helped to turn that vision into reality for over 600 happy clients including top brand franchisees (such as KFC, Burger King, Pizza Hut, etc.) and their 9 000 000 customers worldwide.
We are looking for someone who truly believes in the CS ideology and wants to become a Head of USA Customer Success in a hot $500M startup that revolutionizes a $320B market.
You'll be joining the company in the most exciting time. Our New York office was opened just 1 year ago, so you will have the opportunity to set up processes in which the US Customer Success Team will operate.
WHAT YOU'LL DO:
Maintain the client at all stages of work after the sale:
Evaluate the client's business tasks (at an expert level)
Manage enterprise projects for key customers
Lead the onboarding of the new client and ensure a successful project launch (assist in feature selection and content filling).
Educate and train clients on how to work with our product (Mobile App, CRM-system, POS integration).
Track & monitor the client's KPI and identify potential problems.
Develop materials to help clients understand actions they need to take to achieve success.
Solve complicated cases and conflict situations.
Develop Customer Success processes:
Strategize, conceive and execute internal processes to streamline and scale customer-success work.
Identify areas for improvement for our Product and Customer Success functions as a whole.
Communicate internally with relevant stakeholders in sales, marketing, product and engineering to make your customers' lives better.
Participate as a panelist or speaker at industry events as an expert in Customer Success.
ABOUT YOU:
At least 3 years experience as a Customer Success Manager in a SaaS company.
Experience in sales, marketing and restaurant business (as a big plus).
Account management, problem-solving and excellent project management skills.
Skilled in communicating with clients and conveying a lot of complex information in a simple way both verbally and in forms of presentations, letters, spreadsheets, etc.
Organized and systematic with great attention to detail.
Positive attitude, openness, and ability to handle stress.
Able & willing to travel periodically as the job requires.
WHAT WE OFFER:
Opportunity to get experience with launching mid and enterprise level tech projects.
Participation in the development and optimization of Customer Success in the US market.
Competitive compensation package.
Medical insurance coverage
Flexible working hours.
Super friendly team.
All your information will be kept confidential according to EEO guidelines.
