Apply on Employer Site

SpotOn · 1 week ago

Senior Client Success Manager

Hawaii, United States

Full-time

Onsite

Mid, Senior Level

$70K/yr - $84K/yr

2+ years exp

SpotOn is a company dedicated to providing independent restaurants with the tools they need to succeed. The Senior Client Success Manager plays a critical role in ensuring a seamless experience for clients by installing and configuring hardware, providing training, and building strong relationships through exceptional customer service.

Mobile PaymentsPaymentsSales AutomationSoftware

Responsibilities

Install and configure SpotOn hardware, peripherals, and networking devices, as well as additional implementation tasks as assigned

Conduct on-site surveys to determine optimal hardware placement, verify low-voltage wiring, and identify power outlet locations

Deliver comprehensive, hands-on client training and live support to ensure confident use of SpotOn software and features

Perform on-site health check-ins to confirm system functionality and client satisfaction

Conduct on-site hardware demonstrations as needed

Build and maintain strong, trusted client relationships through regular in-person and remote engagement

Respond to and resolve escalated support tickets promptly and professionally

Collaborate cross-functionally with internal teams to diagnose, troubleshoot, and resolve complex client issues efficiently

Communicate technical concepts clearly to non-technical users to promote understanding and confidence

Identify opportunities to upsell additional products and services based on client needs

Develop and execute strategies to generate referrals from satisfied clients

Travel frequently to and from client locations

Qualification

Client relationship managementTroubleshooting hardware issuesTraining end-usersLow-voltage wiring knowledgeNetworking devices familiarityCommunication skillsProblem-solving skillsTime management

Required

Excellent interpersonal and communication skills, with the ability to connect with clients and address their concerns effectively

Strong proficiency in troubleshooting hardware and software issues, with a solid understanding of low-voltage wiring and power outlets

Strong problem-solving skills and the ability to handle support escalations in a calm and professional manner

Proficiency in training end-users in software applications, preferably in a face-to-face setting

Ability to work independently, utilize independent discretion, manage time effectively, prioritize tasks to meet deadlines and effectively resolve support issues

Ability to travel and work on-site at various client locations as needed

Some night and weekend tasks may be required

2+ years of management experience working in the restaurant industry

2+ years experience building and maintaining strong relationships with clients, ensuring a positive and satisfactory experience

Familiarity with various hardware and networking devices, including terminals, handhelds, printers, and peripherals

Familiarity with low-voltage wiring principles, identification, and verification of wiring connections

Associate's Degree is the minimum educational requirement for this position

Must be able to remain in a stationary position a minimum of 50% of the work day

The person in this position needs to move about on-site at client locations

May be required to kneel or assume an uncomfortable position during installation

Lift and carry equipment weighing up to 25 pounds

Preferred

Technical Certification or Diploma: Preferred technical certifications or diplomas in relevant fields such as information technology, computer science, electronics, or a related discipline