About this Senior Customer Success Manager role at Restaurant365
How you'll add value:
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Develop long-term relationships customers leading to high adoption, retention, and customer satisfaction.
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Ensure delightful experiences for clients in your portfolio during all stages of the customer journey.
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Strategize with customer to meet and exceed their target goals and ROI.
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Handle escalations and work cross departmentally to issue resolution.
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Set, drive and guide project expectations with executive stakeholders.
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Facilitate change management across key stakeholders and roles.
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Ensure customers are successful with the product post onboarding. Product knowledge is a must.
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Partner with the Sales team on expansion and growth opportunities.
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Infuse clients with Industry best practices to help them grow and thrive.
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Facilitate client meetings.
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Tracking and drive key client metrics such as usage, health, CSAT, and net promoter scores.
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Responsible for reaching assigned targets for customer KPI’s and customer retention.
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Track product enhancements and provided timelines specific to customers in your portfolio and ensure transparent communication with stakeholders.
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Maintain healthy Salesforce and Gainsight records.
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Subject matter expert in the R365 platform.
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Participate and lead sessions at user groups and client facing webinars.
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Other duties as assigned.
What you'll need to be successful in this role:
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5+ plus years of experience as a Customer Success Manager or equivalent in SaaS based company.
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2-3 years of experience in accounting and or restaurant hospitality or equivalent.
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Previous experience implementing and or supporting Restaurant 365 software.
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Ability to travel 15%.
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Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint.
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Clear communicator with a professional presence.
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The ability to manage multiple complex projects at the same time.
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Proficient in Salesforce or other CRM.
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Efficient and timely with deadlines and deliverables.
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Strong organization and time-management skills. The ability to work independently without supervision.
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Strong technical aptitude with experience communicating across multiple platforms.
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Previous Gainsight experience or other customer success management platform
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Previous Monday.com experience or other project management software
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Previous Freshdesk experience or other ticket management software
R365 Team Member Benefits & Compensation
DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.
