Customer Success Manager

4 days ago

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CORA Group

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CORA Group is a company specializing in acquiring, strengthening, and growing vertical market software companies. With extensive experience on both sides of the acquisition process, CORA Group focuses on nurturing its portfolio companies to accelerate their growth and build sustainable long-term value. The company boasts over 25 transactions, an expansive employee base, and operations in more than 150 countries across 10+ markets. CORA Group integrates new companies into its ecosystem through a detailed understanding of operational nuances and an emphasis on maintaining the unique identity of its acquisitions. Their strategy underscores long-term stability, aiming to ensure continued innovation and legacy preservation for each company within their portfolio.

501 - 1000 employees

☁️ SaaS

🏢 Enterprise

🤝 B2B

📋 Description

• Establish lasting, consultative relationships with customer accounts assigned to you. • Maintain regular contact with customers to introduce new features and products, assess satisfaction, help to maximize the use of our solutions, and demonstrate value. • Serve as a customer advocate within our organization to ensure that issues are resolved. • Expand recurring revenue in assigned accounts by selling current owners new location systems (according to sales plan transition from new accounts guidelines), selling system upgrades, and selling add on products. • Ensure retention of current revenue per account by monitoring customer needs and working to achieve long term satisfaction. • Some of the specific requirements of the position may include: • Initiate a new customer welcome call at go live • Follow up with professional services team & the customer on any outstanding tasks after go live to ensure all strategic projects get boarded in a timely manner • Conduct proactive training calls with new clients on various projects • Conduct a Quarterly / 6 month check in call with each assigned client • Product portfolio review, promote add on products they may benefit from • Review & update contact information • Review support history & satisfaction levels • Review version & schedule any software updates they may need • Conduct a yearly Online Ordering & Loyalty program review with assigned clients. • For multi-store accounts, coordinate regular account review meetings with support, corporate team as needed. • Coordinate yearly executive review call. • Assist with inbound client requests, hardware orders, merchant switches, general questions. • Coordinate change of ownership processes • Contact customer regarding billing issues or unreturned RMAs. • Document all communication in company CRM systems and maintain accurate customer records. • Maintain a pipeline forecast of revenue opportunities and at-risk clients. • Metrics for Success: Customer Success Managers will be assessed on the following: • Retention of recurring revenue $ in assigned client base • Expansion of recurring revenue $ in assigned client base • Customer satisfaction survey results % of customers engaged every 90 days / 180 days • Completion of assigned weekly / monthly campaign tasks.

🎯 Requirements

• Excellent interpersonal, listening, and communication skills • Customer focused and driven for results • Self-motivated and action oriented - will be disciplined and responsive. • Excellent knowledge of sales practices and principles • Ability to understand and communicate complex technical concepts around hardware, software and business analytics. • Organizational Agility - the ability to work across other departments to mobilize resources to solve customer problems. • Experience / understanding of principles of business, ability to relate to a restaurant owner’s business priorities. • Has integrity and is trustworthy and compassionate • Technical skills with knowledge of Google suite, online meeting tools, and SalesForce.com • Experience in selling software solutions and/or the restaurant industry is an asset, but not required • Time management and priority setting skills a must • Ability to learn on the fly • High school diploma or equivalent required. • Bachelors degree in Business, Hospitality, Marketing or related is desired.