Customer Success Manager

August 24

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Checkmate

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Powerful ordering solutions for busy restaurants

restaurant technology • POS integrations • account reconciliation • menu management • third party delivery

201 - 500

Description

• 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. • Welcome new restaurant partners and guide them through the onboarding process. • Collaborate with cross-functional teams to seamlessly integrate our services into their operations. • 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. • 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. • 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. • 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. • 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 flexibility to work during US hours essential for this role and their own system/work setup for remote work.

Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k, IRA) • Life Insurance (Basic, Voluntary & AD&D) • Paid Time Off (Vacation, Sick & Public Holidays) • Family Leave (Maternity, Paternity) • Short Term & Long Term Disability • Training & Development • Work From Home