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Customer Success Manager

4 months ago

Houston, United States HungerRush Full time
Job DescriptionJob Description

Who We Are

HungerRush is a leading provider of integrated restaurant technology solutions. HungerRush 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from anywhere. The all-in-one system integrates digital ordering (including AI-powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more insight into their customers, more control over their operations, and more power to profitably grow their business. Learn more at www.hungerrush.com.

Job Summary

You are responsible for the customer’s experience throughout their lifecycle, utilizing world class professionalism as you drive adoption, retention, and referenceable accounts. As a Customer Success Manager, you will be a trusted advisor for key accounts to ensure success criteria are met and product knowledge is frequently communicated. You will be responsible for proactively monitoring leading indicators for churn, impact to customer health, and renewals.

Customer Advocacy

  • As a senior member of the team, you will host reoccurring meetings to discuss business outcomes and receive request for product enhancements
  • You will promote solutions that align with the desired outcome for an increase of product stickiness
  • Use a consultative approach by providing best practices and industry standard configurations
  • Participate in Quarterly Business Reviews (QBRs) for your customers, ensuring they are effective. You will drive the completion of any arising actions from the QBR as you partner with the sales organization.
  • You’ll ensure there is a practical and clear account plan in place for each of your customers, which is a working plan that is pro-actively used and updated and represents a real picture of the customer’s landscape – and is used to keep all parties updated on the key challenges and opportunities.
  • You will be measured through a balanced scorecard of targets for your customer relationship, based on an expectation of a strong Customer Satisfaction/NPS score from your customers. You will also have a growth target per customer (set at the outset of the year based on the customer environment) and will be responsible for driving that target through working with the practices.

Duties and Responsibilities 

  • Ownership and accountability for ensuring customers are referenceable, renewable and retainable
  • Build and foster relationships with key decision makers and stakeholders as you establish yourself as the trusted advisor
  • Partner with our marketing team for strategic messaging by segment and relevant content
  • Be the primary contact for customer consultations
  • Monitor when product usage is below an appropriate score and active playbook to increase usage
  • Acquire success criteria that are measurable, manageable, and achievable and drive the outcome to success
  • Monitor customer health and create risk mitigation plans where needed
  • Collaborate with leadership for proper executive sponsorship programs
  • Resolve customer inquiries by aligning customers with the right resources
  • Be able to use tools that allow you to forecast churn and develop plans to restore proper health
  • Serve as a mentor to new team members
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

Required Skills/Abilities

  • At least 3+ years of working in a customer success, account management or partnership’s role with demonstrated experience managing cross functional stakeholders with varying seniority
  • Indomitable positivity, high energy, and client centric mentality
  • Excellent communication and interpersonal skills needed to build strong and effective relationships with customers, functional business owners and subject matter experts
  • Experience with technology platforms
  • Outstanding relationship management, customer service and collaboration skills in a variety of forms (written, conference calls, presentation)
  • Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
  • Highly data-driven with a commitment to following the process
  • 18 months of hospitality experience preferred but not required
  • Experience in a SaaS company

Additional Details

This position is open to candidates who are authorized to work in the United States, without sponsorship, either now or in the future. At this time, and in the foreseeable future, HungerRush is not able to support assistance with additional visa sponsorship, regarding this specific position.

Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.

HungerRush is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.

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