Customer Success Manager

We are looking to introduce the concept of a Customer Success Manager in our organization to help service our clients better. Currently, we have a tremendous Relationship Manager team and a Customer Support team. The Relationship Manager team primarily takes care of the customers' transactional needs, onboarding new locations, and menu updates. The Customer Support team takes care of all day-to-day issues, as well as any special requests and configurations that are required. We are looking to build a team that can cover the gap between the two levels of service provided above. This team will look to build a deep and personal relationship with some of the largest clients in the country, along with their franchisees. The team members in this role will need to be persistent, polite, and dynamic in order to create a connection with the clients and ensure we understand their problems before they do. They will be responsible for devising “solutions” for clients based on a deep understanding of our products and services. They will need to ensure they have a high-level overview of the client's activities. E.g. if the support tickets increase in any particular month, they should be able to identify and take action. This team should also have a very analytical bent of mind and be able to present information backed by data. They should also be able to do ad hoc analysis based on certain unique events the client has had, e.g. if they run a big promotion nationally, what’s the impact of that promo on their sales? What this role will not be required to do is upselling. We are creating this role and team with the primary objective of retaining our customers, not selling them more of our solutions. That may come across as a tertiary benefit but is not the primary objective. More details below. Key Responsibilities : Generic : 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 particular 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 : This person should have an analytical mind, with the 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, and regular check-ins to customer leadership or any C-level executive. 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 Excellent interpersonal, communication, and presentation skills with a strong ability for problem 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. Candidates must have the flexibility to work during US hours, which is essential for this role, and their own system/work setup for remote work. Benefits : Competitive salary. Opportunity to work in a fast-paced, innovative environment. Potential to grow into a management role within the QA team.