Senior Customer Success Manager, Restaurant365

• 5+ plus years of experience as a Customer Success Manager or equivalent in SaaS based company
• 2-3 years of experience in accounting and or restaurant hospitality or equivalent
• Previous experience implementing and or supporting Restaurant 365 software
• Ability to travel 15%
• Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint
• Clear communicator with a professional presence
• The ability to manage multiple complex projects at the same time
• 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

Desirable

• As a Senior Customer Success Manager, you will manage the long-term customer relationship by becoming a trusted advisor to some of our most strategic customers
• You will work with executive stakeholders and champions to provide a high level of service and ensure the most ROI for customers by ensuring the execute thoughtful product adoption across their organization
• You will work cross functionally by partnering with the sales, onboarding, and product teams
• Develop long-term relationships 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 customers are successful with the product post onboarding. Product knowledge is a must
• Partner with the Sales team on expansion and growth opportunities
• Infuse clients with Industry best practices to help them grow and thrive
• Facilitate client meetings
• Tracking and drive key client metrics such as usage, health, CSAT, and net promoter scores
• Responsible for reaching assigned targets for customer KPI’s and customer retention
• Track product enhancements and provided timelines specific to customers in your portfolio and ensure transparent communication with stakeholders
• Maintain healthy Salesforce and Gainsight records
• Subject matter expert in the R365 platform
• Participate and lead sessions at user groups and client facing webinars
• Other duties as assigned