Restaurant365 · 3 days ago

Senior Customer Success Manager

United States

Full-time

Hybrid

Senior Level

$75K/yr - $80K/yr

2+ years exp

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Responsibilities

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

Qualification

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Customer success managementAccountingRestaurant hospitalityRestaurant 365 softwareMicrosoft OfficeSalesforceCRMProject managementPlatform communicationProblem-solvingClear communicationTime-managementIndependenceGainsightMonday.comFreshdeskTicket Management