Principal Customer Success Advisor

3 weeks ago

Miami, United States PAR Technology Full time

Location: Remote, US (easy travel to Miami, FL)

Job Description

As a Principal Customer Success Advisor, you will lead a strategic approach to customer success, with a focus on enhancing customer health and ensuring a substantial return on investment (ROI) for restaurant brands. You will be instrumental in establishing a profound impact on our restaurant partners' overall performance, utilizing data-driven insights and strategic initiatives. You will drive development of advocacy and PAR product champions willing to be references for PAR products.

Key Responsibilities

* Customer Health Monitoring: Develop a comprehensive framework to evaluate and monitor customer health at the brand level. Establish key performance indicators (KPIs) and utilize data analytics to track customer success.
* Strategic Account Planning: Collaborate closely with restaurant brand executives to gain a deep understanding of their overarching business objectives and challenges. Create and execute strategic account plans that align with the brand's goals and demonstrate the value of our technology solutions.
* ROI Analysis: Work closely with customers to analyze the ROI they are achieving through our technology solutions. Identify opportunities for maximizing ROI and drive initiatives to achieve these objectives.
* Product Optimization: Serve as a bridge between customers and our product development team. Gather feedback and insights from customers to influence product enhancements that align with the strategic needs of restaurant brands. Coordinate customer communication of roadmap and priorities with the Brink product team.
* Customer Adoption Strategies: Develop and implement strategies to drive the adoption of our technology solutions across restaurant brand locations. Ensure that customers fully leverage our offerings to achieve their business goals. Share tools and resources to assist customers to manage their POS system according to product best practices.
* Issue Resolution and Escalation: Lead high-level issue resolution by coordinating efforts across departments. Escalate critical issues to ensure prompt resolution and customer satisfaction.
* Executive Relationship Management: Establish strong, strategic relationships with C-level and executive-level contacts within restaurant brands. Serve as their trusted advisor and advocate within the company.
* Renewal and Expansion: Manage relationships, sentiment and ROI to ensure contract renewals for restaurant brands and identify opportunities for upselling additional services or features to drive growth and revenue.
* Strategic Insights: Provide restaurant brands with actionable insights and recommendations based on data analysis, industry trends, and best practices to help them achieve their objectives.
* Drive Advocacy: Develop, prepare, and nurture customer contacts to participate in customer marketing advocacy initiatives and to be referenceable customers to PAR prospect accounts.
* Elevate the Customer Journey: Collaborate cross-functionally to identify gaps in and improve the PAR customer experience and to raise awareness of the customer impact.
* Team Performance Model: Provide day-to-day support and coaching to the members of the Customer Success team, fostering growth and commitment to PAR Values.
* Participate in special projects as needed.

Qualifications

* Bachelor's degree in business, marketing, hospitality or related field (Master's degree a plus)
* Proven experience in strategic customer success, strategic account management or similar strategic roles within the restaurant or technology industry (10+ years of increasing responsibility and demonstrated Enterprise level, B2B, SaaS, strategic engagement at the C-level)
* Deep understanding of restaurant operations or similarly complex technology platforms to translate technology solutions into tangible ROI
* Exceptional data analysis and presentation skills
* Proficiency in CRM software (e.g. Salesforce or MS Dynamics), Microsoft Office Suite, Customer Success software
* Willingness to travel to customer brand locations, customer brand conferences and industry events (10-20%)
* Strategic mindset with a focus on driving customer health and ROI
* Skills:
* Previous experience with software as a service, software and/or technology companies; restaurant technology a plus
* Work experience in a restaurant or with restaurant POS
* Demonstrated experience implementing and executing customer success programs including NPS, CSAT, Customer Health Score, Voice of Customer, Customer Advocacy, Business Reviews, Customer Advisory Board
* B2B relationship management with enterprise level businesses and C-level contacts
* Demonstrated planning capabilities, project management and organizational skills.
* Ability to professionally present information to large groups
* Detail-oriented and adept at analyzing situations, problems and data
* Easily adaptable to new projects and competing priorities
* Demonstrated care for the customer
* Strong hospitality business experience and/or knowledge.
* Ability to build positive working relationships, both internally and externally.

If you are a strategic thinker with a passion for driving customer health and ROI at the restaurant brand level, we invite you to apply for the Principal Customer Success Advisor position. Join us in revolutionizing the restaurant industry and empowering brands to achieve unprecedented success.

The base salary range for this position is $115,000 to $130,000 USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments.

The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

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