Popmenu · 1 day ago

Digital Client Success Manager

Central, LA

Full-time

Remote

Entry, Mid Level

$60K/yr - $60K/yr

1+ years exp

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Responsibilities

As a key player in client success, our Digital Client Success Manager actively manages a substantial, collaborative portfolio, driving proactive adoption and retention efforts.

Our Digital CSM works energetically to help clients adopt more features & see more value in our software.

The Digital CSM role will handle client escalations and is responsible for turning around the experience for clients who are not happy with their service for various reasons.

Whether it’s general advice, billing issues, or questions about product functionality, our Digital CSM ensures that our clients get all their questions answered in a quick and effective way.

Our Digital CSM is passionate about creating engaging and helpful resources that actively engage our clients. This entails hosting best practice webinars, crafting universally applicable short videos and devising strategies to engage multiple clients.

Gather and analyze client feedback to drive continuous improvement in service quality.

Keep clients informed of updates, outages, and other relevant information, maintaining clear and effective communication.

In this role it is your responsibility to make sure that our clients find continued value in the Popmenu platform.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Client SuccessSoftware AdoptionClient De-escalationClient CommunicationClient Feedback AnalysisRestaurant Industry Experience

Required

Excellent interpersonal/customer relations skills; clear and concise verbal and written communicator with the ability to effectively prevent or mediate conflict

Entrepreneurial approach - a high degree of autonomy and self-motivation and a hunger to conquer unknown territory

Experience negotiating and navigating subscription renewals and churn conversations

Demonstrated organizational skills, proven ability to complete long-term goals and handling critical tasks and issues at the same time

Natural curiosity and willingness to learn, whether it’s new technical skills or understanding the client environment

Proven success with rolling out products to clients, ideally in the restaurant industry

1+ year of Client Success experience