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customer success manager
3 months ago
From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others. As a Customer Success Manager, you will work closely with several teams internally including our Licensee Business Development team, Starbucks technology & Support and externally facing customers including Licensee owners and our installation vendors. Your main responsibility will be overseeing onboarding to the Connect platform through contracting and deployment, for the group of Licensees you manage. Delivering exceptional customer experience during the onboarding process to the Connect platform, deployment & installation schedules, and continuing to ensure the Licensee knows what is coming with our next releases will be your focus upon installation completion. As a Customer Success Manager, your job responsibilities include but are not limited to the following: Onboard new and existing Licensee Team through the Connect platform process: Connect Program onboarding, implementation/deployment, discovery around API integration, reporting needs, ongoing maintenance, and growth. Act as the go-to resource for Licensees to brainstorm and implement both business and technical solutions to address challenges including the ability to identify and suggest practices to suit the specific needs of a licensee. Assist the Licensee Sales team in setting up prospective Connect customers for success, and then manage the onboarding of new customers, driving them quickly to first value and assisting with discovery, design and configuration as needed. Partner with cross-functional teams including Product Management, Customer Support, and Engineering to translate customer business needs and product feedback into product improvements. Study, learn and become a subject matter expert with our business, customers and their unique needs, our data and visualizations. We’d Love To Hear From People With: Proficiency in retail installation processes, including network, payments, and coordination with vendors. Deployment of hardware working onsite with vendors and managed licenses. Networking knowledge of VLANs, segmentations and components including firewall, DMZ, and VPN products. An ability to break down complex topics in simple terms to ensure client understanding. Strong attention to detail. Ability to communicate clearly and concisely, both orally and in writing. Proven experience in conducting presentations to key individuals and C-level team members. Effective Customer Success skills. Proficiency in Microsoft Office Suite. Working knowledge of POS systems and IT operations & Support. Ability to balance multiple priorities and meet deadlines. We’d Especially Love To Hear From People With: Experience with client-facing roles in technology and business operations. Retail installation experience and building of processes to support the Customer Success Manager program. General Point-of-Sale technology knowledge and experience with technology. Relevant work experience in a customer-facing position preferably in a professional services, solutions, or technical account management role. Experience with integrating to 3rd party vendors and connections to a proprietary system. Ability to make data-driven decisions related to partners. Demonstrated project management abilities. Ability to travel up to 25% for onsite customer workshops and events. #J-18808-Ljbffr
