Customer Success Manager, Resq
Repairs and maintenance marketplace platform for restaurants
Open for applications
Repairs and maintenance marketplace platform for restaurants
101-200 employees
Open for applications
101-200 employees
Company mission
To empower restauranteurs and service providers by delivering the best repair and maintenance experience.
Role
Who you are
- Bachelor's degree in Business, Marketing, or a related field OR 3 - 5 years of related experience
- Proven experience in a customer support, customer success or account management role
- Excellent communication and interpersonal skills
- Strong problem-solving and critical-thinking abilities
- Ability to manage multiple customer accounts simultaneously
- Customer-obsessed mindset with a passion for delivering exceptional customer experiences
- Strong organizational and time-management skills
- Data-driven approach to decision-making
- Familiarity with customer success tools and data platforms (Salesforce, Looker, etc)
- Adaptability and a willingness to learn in a fast-paced environment
What the job involves
- ResQ is looking for a Customer Success Manager to join our team and help us take ResQ to the next level. This is an exciting opportunity that provides high impact results
- From a mission perspective, you will play a pivotal role by creating meaningful relationships with our customers and ensuring their overall satisfaction with our service
- As a Customer Success Manager at ResQ, you will be a key player in ensuring the success and satisfaction of our valued customers (restaurant clients)
- You will be responsible for building strong relationships, understanding customer needs, and driving initiatives to enhance their overall experience and growth
- This role involves a combination of strategic thinking, customer advocacy, and effective communication
- Account Management: Own and manage a portfolio of customer accounts, proactively identify and address customer concerns (identify and prevent customer churn), monitor customer usage and engagement to identify opportunities for growth, perform quarterly business reviews to understand customers' business objectives and challenges to identify opportunities for value delivery
- Conduct regular needs assessments and check-ins with at-risk customers to ensure customer satisfaction improves over time
- Develop and maintain strong, long-lasting relationships with key client stakeholders (from c-level to daily users, with a focus on increasing trust at the buyer-level - BBQ to Boardroom all the way!)
- Customer Product Training: Be an active participant in the Onboarding process; ensure customers are comfortable using our platform from Day 1. Provide ongoing training and escalated support to help customers effectively use our products/services
- Customer Feedback: Gather customer feedback and insights to share with internal teams for continuous improvement. Address and resolve customer issues, escalating when necessary
- Data Analysis: Utilize customer data and metrics to track performance and identify trends. Provide management with regular insights and updates on customer success KPIs
- Cross Collaboration: Work closely with Sales, Marketing, Partner Success, Onboarding and Product teams to align customer success initiatives with broader company goals
Application process
- Stage 1️⃣: Send us your resume and a note about how your story connects to ours. Feel free to focus on what you have learned rather than just a list of responsibilities. Tell us your story! We’ll aim to tell you quickly if it is not the right fit so you are always informed
- Stage 2️⃣: Successful candidates will meet with People and Talent Lead. It will be standardized to keep things fair but also with enough room to show your uniqueness. We’ll communicate the salary range now for full transparency. If you like us and we also think there is a fit, we’ll invite you to the next stage
- Stage 3️⃣: An interview with the hiring manager who will ask you more in depth questions about your experience and skills. Come with questions!
- Stage 4️⃣: During this stage we will ask you to present a case study to our Head of Customer Success, and another Senior Manager. In addition to the case study we will also leave 1:1 time for you and our Head of Customer Success to chat. We will provide feedback, ask some more questions (who doesn’t love more questions…) and leave time for you to ask questions to our team
- Stage 5️⃣: This is the final stage in the process where you will meet our CEO, KJ. This stage will be more of an introductory call and less focused on your in depth skills and knowledge
Our take
Driving down customer costs is big business anywhere, especially within the world of restaurants which already have razor-thin margins and built-in volatility. ResQ's service acts as “revenue recovery” for its customers by connecting maintenance contractors to restaurants and providing them with one spot to organize communication, pay bills and establish accountability, saving worker time and offering clearer visualization into how repairs will work.
ResQ's customers include 4,000 leading restaurants such as KFC, Taco Bell and Pizza Hut. According to the company, restaurants benefit from ResQ's platform by decreasing annual revenue costs by as much as 20%. In 2021, the company was valued at $25.81 billion.
The company is expecting to continue growing its team across engineering, sales and operation roles. ResQ is also earmarking money for launches in new markets.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Oct 2021
$39m
SERIES A
Jun 2021
$7.5m
SEED
Total funding: $48m
Company benefits
- Comprehensive Health Plans
- Roam Away from Home
- Unlimited Time Off
- Wellness Platform
- Quarterly Company Outings
- Monthly Team Events
- Parental Leave
Company values
- Take Extreme Ownership
- Deliver WOW Experiences
- Uplift & Inspire
- Keep it Real
Company HQ
Downtown Yonge East, Toronto, ON
Articles
Leadership
Kuljeev Singh
(CEO & Founder)Experience as Venture Capitalist for iGan Partners for 7 years, and owner of Kanga Pies restaurant for 5 years.
Salary benchmarks
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