Customer Success Manager, Restaurant365

• Previous experience with R365 platform
• 3 to 5 years of experience in accounting and/or restaurants
• 5 plus years of experience in a customer facing role
• Ability to travel 10%
• Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint
• Collaborative and flexible working style
• Ability to teach and coach effectively
• 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
• Previous Gainsight experience or other customer success management platform preferred

Desirable

• The Customer Success Manager (CSM) will develop impactful relationships with our customers and work diligently to ensure each customer achieves a maximum lifetime value with our software
• The role requires strong relationship building, product knowledge and business acumen to help restaurateurs overcome the complex challenges they face daily
• Reporting to the Manager, Customer Success, the CSM will often work cross-departmentally to solve customer challenges and focus heavily on all efforts to retain the business
• The Customer Success Manager is responsible for ensuring product adoption, retention, and growth post onboarding
• The CSM will employ their knowledge of R365 and their customers to create success plans and provide delightful solutions
• In addition to proactive and reactive customer reach out, the CSM will be responsible for tracking and driving customer health, Net Promoter Scores, and adding new features
• Develop long-term relationships with customers leading to high retention and customer satisfaction
• Ensure customers are successful with the product following the launch date
• Manage customer the customer experience and setting expectations
• Responsible for tracking & driving customer health and Net Promoter Scores
• Create playbooks & present calls to action
• Responsible for reaching assigned targets for customer KPI’s
• Continuously improve customer experience by proposing new processes and concepts
• Participate in user groups and client facing webinars
• Handle any product or full software attrition to identify save opportunities
• Identify and pass leads to our Sales Growth team
• Other duties as assigned