Customer Success Advisor
3 weeks ago
Position: Customer Success Advisor
Location: Remote US
The Customer Success Advisor will focus on customer feedback, system data and customer engagement to limit customer churn, identify upsell opportunities with existing customers, build a pipeline of referrals for the sales team and share the customer voice within the organization. The Customer Success Advisor will work cross functionally with other PAR teams to ensure customers can successfully achieve their desired outcomes with PAR products and services.
Job Responsibilities:
* Own relationship with assigned accounts, while promoting customer retention, customer satisfaction and customer health.
* Establish a trusted/strategic advisor relationship with each assigned account and drive continued value of PAR products and services.
* Hold regular meetings with accounts to maintain the customer relationship and to:
* Work with clients to establish critical goals, or other key performance indicators, and guide the customer in achieving their stated outcomes.
* Work to identify qualified upsell opportunities.
* Develop, prepare, and nurture customers for advocacy.
* Manage account related projects, inquiries and escalations, and leverage cross functional opportunities to resolve escalations for at risk customers
* Manage customer product expectations and submit feature enhancements on behalf of the customer. Coordinate customer communication of timelines and priorities with the Brink product team.
* Share tools and resources to assist customers to manage their POS system according to product best practices.
* Participate cross-functionally to expose gaps in the PAR/Brink customer experience and to raise awareness of the customer impact. Assist in rolling out customer facing process improvements.
* Participate in special projects as needed
* Report customer KPI's and other business metrics to Customer Success team and leadership.
* Drive account team to exceed customer expectations and contribute to a high level of customer satisfaction.
What We're Looking For:
* Education & Experience: Bachelor's degree in business or related field and 3 years of experience in a Customer Success role or equivalent history of improving customer retention, customer satisfaction and customer health. Minimum high school diploma with 5 years of related business experience of improving customer retention, customer satisfaction and customer health.
* Skills:
* Work experience with software as a service, software and/or technology companies
* Work experience in hospitality industry or with a hospitality POS
* Basic understanding of common customer success themes and terms
* Demonstrated ability to create a Customer Success plan
* Experience with CRM and/or CSM platforms (Salesforce, Dynamics, Totango, Gainsight) a plus
* Strong working knowledge of business productivity tools
* B2B relationship management with small and medium size businesses
* Demonstrated strong oral and written communication skills.
* Ability to effectively present information to small and medium sized groups
* Demonstrated planning capabilities, project management and organizational skills.
* Ability to summarize scenarios with multiple factors and formulate a sound plan that is customer focused
* Uses good judgement within defined policy and procedure to act on behalf of the customer
* Ability to manage multiple projects and customers and to self-direct day to day work product
* Easily adaptable to new projects and competing priorities
* Demonstrated care for the customer
* Hospitality business experience and/or knowledge.
* Ability to build positive working relationships, both internally and externally.
The base salary range for this position is $65,000 to $90,000 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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