Customer Success Manager

TableCheck Inc.; Singapore; Hybrid; SGD 65,000 - 105,000; Full time

Job summary

TableCheck Inc. is seeking a Customer Success professional to grow and ensure success with our restaurant customers, interacting with new, existing and potential clients to build loyalty.

Reporting to VP Customer Success, you will work with Corporate Global Consulting, Corporate Product and Global teams to drive renewals, case studies, and strategic reviews, delivering quarterly business value.

Qualifications

• Presentation skills: proficient in PPT, business writing, and storytelling.
• Data analysis: familiarity with different chart types, Pivot tables etc.
• Customer Relationship Management: developing relationships with client stakeholders.
• Curiosity and empathy: interest in understanding how processes and products work, unafraid to ask questions.

Responsibilities

• Understand customer perceptions and plan improvements.
• Maintain mental models of product attributes related to customer success.
• Identify gaps and communicate priorities internally for transparency and alignment.
• Engage key regional stakeholders to align on ways of working and objectives.
• Develop partnerships with market sales and customer support teams.
• Conduct calls with strategic customers for feedback and recovery strategies.
• Identify customers for case studies and publish narratives.
• Monitor renewal dates and drive successful renewals.
• Create QBRs for customers and internal stakeholders.

Skills

Presentation skills

Data analysis

Customer relationship management

Curiosity and empathy

Project management

Job description

About TableCheck

TableCheck is a global platform built to help restaurants own their guest experience.

We help merchants reduce their reliance on paid booking channels by directly converting first-time diners into repeat guests—and repeat guests into loyal fans.

Used by over 14,000+ restaurants in 40 countries–including over 330+ Michelin-starred restaurants and top hospitality brands such as Hyatt, Hilton and IHG. TableCheck has set new standards for restaurant management tools in Japan and is steadily growing to take on the challenge to become the world’s leader in restaurant management.

Job Purpose

This role focuses on growing and ensuring success with our customers. It requires interacting with new, existing and potential clients, and building customer loyalty, developing close, long term client relationships.

A critical part of the role is helping existing customers further leverage TableCheck features and ensuring clients have the necessary resources to fully use our product, contributing to product evolution discussions, and product marketing strategies for what story telling would be most effective for TableCheck to drive interest in the platform, thus encouraging continued business.

Reporting directly to VP Customer Success, this role will be customer facing by work closely with Corporate Global Consulting team, Corporate Product and all Global teams.

Key deliverables from this role includes growing the customer base for new quality customers and improving customer loyalty & engagement for existing customers.

Duties & Responsibilities

• Quickly understand how customers perceive our product, where these perceptions may be inaccurate or incomplete, and develop a plan to intentionally improve perceptions over time.

• Quickly construct and maintain mental models of the key product attributes and features that are related to our customer’s business and success.

• Ascertain product gaps or weaknesses, how these impact our customers, develop a prioritization model as to which are more important and why, be able to summarize and communicate this effectively internally in order to provide transparency and alignment.

• Identify key regional stakeholders within large groups, take efforts to engage them with relevant overview of our existing relationship, align on ways of working moving forward in order to achieve objectives which provide mutual benefit.

• Develop deep and collaborative partnerships with market sales and customer support teams.

• Conduct calls with strategic customers to solicit honest feedback from customers as to potential gaps that we can fill in the future, involving the relevant teammates on our side, setting the stage before, during, and after the call to ensure no one feels threatened and we emerge with a confident recovery strategy where appropriate.

• Identify those customers who may be able to participate in case studies, construct an effective case study narrative, partner with internal marketing teams to create and publish.

• Monitor contract renewal dates and persuade clients to successfully renew.

• Create Quarterly Business Reviews (QBRs) both for customers and internal stakeholders to provide strategic updates on key projects, initiatives and metrics that matter.

Key Performance Indicators

• Growth of outlets within assigned Major accounts

• Net Revenue Retention (NRR)

• Gross Churn Rate

• Feature Adoption Depth

• Customer Health Score / NPS score improvements of regional stakeholders

• Guest Profile Growth

• No-Show Rate Reduction

• QBR Meeting & Action Item Completion Rate

• Regional Enablement Sessions

• Escalation Response SLA

• Success Stories Collected

• Revenue per CSM

Key Skills

[Must]

• Presentation skills: proficient in PPT, business writing, and storytelling.
• Data analysis skills: familiarity with different chart types, Pivot tables etc.
• Customer Relationship Management: experienced with developing relationships with client stakeholders, especially under challenging situations.
• Curiosity and empathy: interest in understanding how processes and products work, unafraid to ask questions to achieve an understanding of how things work.
• Project Management: experience effectively managing complex and dynamic projects with multiple phases, stakeholders, metrics, and milestones.

[Preferred]

• Change mindset: experience effecting change within teams and organizations through behavior and mindset change over a sustained period of time.
• Video Production / Editing experience: for the purpose of creating customer facing material and collateral.
• Interest / Experience in AI: for the purpose of increasing efficiency and output, individually and within teams.
• Regional / Global experience: success in this role will require close coordination with multiple teams internally and externally, as well as a high-level of cross-culture interaction. Experience working in a multi-cultural, remote team environment highly desirable.
• Hospitality Group experience: candidates possessing direct experience working with large hotel groups are more likely to be successful in this role.

Language Skill

Fluent English verbal & written communication skills