Associate Enterprise Customer Success Manager

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How you'll add value:

• Develop long-term relationships with enterprise level 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 enterprise customers are successful with the product presale through launch
• Attend onsite meetings, conferences, and trade shows
• Partner with enterprise AEs for expansion and growth opportunities
• Develop plans specific to the restaurant industry that help enterprise franchise brands support their franchise community with our software
• Infuse clients with Industry best practices to help them grow and thrive
• Facilitate client meetings both in person and online
• Act as liaison between customers, product managers, and executive management to provide feedback on new feature developments
• Tracking and drive key client metrics such as usage, health, CSAT, and net promoter scores
• Maintain brand profiles and documentation
• Responsible for reaching assigned targets for customer KPI’s
• Track product enhancements and provided timelines specific to customers in your portfolio and ensure transparent communication with stakeholders
• Maintain healthy Salesforce and Gainsight records
• Participate and lead sessions at user groups and client facing webinars
• Other duties as assigned

What you'll need to be successful in this role:

• 3+ plus years of experience as a Customer Success Manager or equivalent
• 3 to 5 years of experience in restaurant operations or equivalent
• Ability to travel up to 20%
• Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint
• Clear communicator with a professional presence
• Ability to lead through influence
• Comfortable working with C-level executives
• 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
DESIRED QUALIFICATIONS
• Previous R365 experience
• Previous Gainsight experience or other customer success management platform
• Previous Monday.com experience or other project management software

R365 Team Member Benefits & Perks

• Compensation: Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices. This position has a salary range of $70K-$98K +Bonus/Commission. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location.


Along with the compensation we provide the following marketing leading benefits and perks:
• Ability to work remote or hybrid
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

Why join our amazing team?

• We're a community that prides itself in creating innovative solutions and producing quality work
• Our product is the secret ingredient that makes a real difference to restaurants nationwide
• The open concept work environment that we've created is causal, collaborative, and cultivates communication


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