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Associate Enterprise Customer Success Manager

4 months ago

Remote, Oregon, United States Restaurant365 Full time

Restaurant365 is a SaaS company disrupting the restaurant industry Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365's culture is focused on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we are and always will be "Best in Class" ... and we want that for you too

As an Associate Enterprise Customer Success Manager, you will partner with the Sales team, the Onboarding team, and the product team to ensure successful launch, adoption, and outcomes. You will manage the long-term relationship by becoming a trusted advisor to some of our largest and most strategic customers. You will work with executive stakeholders and champions to provide our enterprise and strategic customers with the highest level of service. As a member of this team, you should set the bar for customer service.

How you'll add value:

  • Develop long-term relationships with enterprise level customers leading to high adoption, retention, and customer satisfaction
  • Ensure delightful experiences for clients in your portfolio during all stages of the customer journey
  • Strategize with customer to meet and exceed their target goals and ROI
  • Handle escalations and work cross departmentally to issue resolution
  • Set, drive and guide project expectations with executive stakeholders
  • Facilitate change management across key stakeholders and roles
  • Ensure enterprise customers are successful with the product presale through launch
  • Attend onsite meetings, conferences, and trade shows
  • Partner with enterprise AEs for expansion and growth opportunities
  • Develop plans specific to the restaurant industry that help enterprise franchise brands support their franchise community with our software
  • Infuse clients with Industry best practices to help them grow and thrive
  • Facilitate client meetings both in person and online
  • Act as liaison between customers, product managers, and executive management to provide feedback on new feature developments
  • Tracking and drive key client metrics such as usage, health, CSAT, and net promoter scores
  • Maintain brand profiles and documentation
  • Responsible for reaching assigned targets for customer KPI's
  • Track product enhancements and provided timelines specific to customers in your portfolio and ensure transparent communication with stakeholders
  • Maintain healthy Salesforce and Gainsight records
  • Participate and lead sessions at user groups and client facing webinars
  • Other duties as assigned

What you'll need to be successful in this role:

  • 3+ plus years of experience as a Customer Success Manager or equivalent
  • 3 to 5 years of experience in restaurant operations or equivalent
  • Ability to travel up to 20%
  • Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint
  • Clear communicator with a professional presence
  • Ability to lead through influence
  • Comfortable working with C-level executives
  • Proficient in Salesforce or other CRM
  • Efficient and timely with deadlines and deliverables
  • Strong organization and time-management skills. The ability to work independently without supervision
  • Strong technical aptitude with experience communicating across multiple platforms

DESIRED QUALIFICATIONS:

Previous R365 experiencePrevious Gainsight experience or other customer success management platformPrevious experience or other project management software

R365 Team Member Benefits & Compensation

  • This position has a salary range of $75K-$90K +Commission/Bonus. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
  • Comprehensive medical benefits, 100% paid for employee
  • 401k + matching
  • Equity Option Grant
  • Unlimited PTO + Company holidays
  • Wellness initiatives

#BI-Remote

R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.