Customer Success Manager

Confidential; Dallas (TX); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation package

Medical, Dental, Vision, Life, STD, &;

Job summary

Confidential is seeking a tech-savvy Customer Success Manager to onboard clients and provide post-implementation support. You will be the first point of contact, building strong partnerships through calls, emails, and on-site visits.

Up to 40% travel after training and the role is limited to the Dallas/Plano area. You will lead discovery sessions, ensure successful rollout of our POS solutions in restaurants, and train staff pre- and post go-live.

Qualifications

• At least 1 year of experience as an Operations / Success Manager in a restaurant/POS company.
• People oriented with strong communication and relationship-building abilities.
• High EQ; patient, composed, attentive listener.
• Basic to mid-level knowledge of networks, WiFi, cloud tech, iOS and Windows.
• Sales and/or Account Management experience is a plus.
• Project management experience is a plus.
• MS Office skills (Excel, PowerPoint, Word).
• Strong analytical and troubleshooting abilities.

Responsibilities

• Maintain a customer-first attitude and build strong relationships in day-to-day interactions.
• Understand customer needs and deliver optimal outcomes with company solutions.
• Lead successful rollout of POS solutions in restaurants.
• Conduct Discovery Sessions to map requirements to platform offerings.
• Own project plan from start to finish and delegate tasks to Success Managers.
• Plan and execute training sessions pre and post Go Live.
• Establish trusted advisor relationships via email, phone, and on-site visits.
• Coordinate hardware/software staging with third parties.
• Leverage restaurant/service industry experience to provide consultative value.

Skills

People skills

Customer relationship management

Emotional intelligence

Technical literacy

Account management

Project management

MS Office

Analytical thinking

Communication

Tools

MS Office

Job description

We pride ourselves in delighting our clients and providing results that surpass expectations. To continue delivering on this mission, we’re looking for a tech-savvy and dedicated Customer Success Manager who will be accountable for onboarding and providing post-implementation support to our clients.

Through ‘get-to-know-you’ calls, email conversations, and on-site visits, you’ll build strong partnerships that will strengthen our client relationships. You’ll be the first point of contact for your assigned accounts, acting as subject matter expert and friendly face of our business.

This position may include up to 40% travel after the initial training.

ONLY APPLICANTS BASED IN THE DALLAS / PLANO AREA WILL BE CONSIDERED AT THIS TIME.

KEY RESPONSIBILITIES

• Maintain a “Customer-First” attitude with the ability to wow customers in all day-to-day interactions while exercising independent judgment and building strong relationships.
• Business-savvy approach to dealing with customers - taking time to understand their needs and working toward delivering the best-desired outcome.
• Responsible for the successful rollout of the Company's solutions in restaurants
• Conduct Discovery Sessions to deep dive into specific customer requirements (menu, items, promotions, integrations, etc) to match our platform solutions against the needs of the customer
• Responsible for Project Plan from start to finish by defining and delegating tasks to Success Managers to ensure a timely execution of implementation of the clients modules
• Plan and execute training sessions pre and post Go Live
• Establish a trusted advisor relationship with customers via email, phone, and on-site visits
• Perform hardware and software staging while collaborating with 3rd parties such as network infrastructure companies.
• Leverage prior restaurant and service industry expertise to provide top-notch consultative value to customers and companies
• Sense of urgency and ability to understand, control, and proactively address mission critical items, tasks, and accounts
• Act as account manager for your customers in the assigned market
• Promote Company as the top leader in POS solutions in the assigned market

DESIRED SKILLS:

• Must have at least 1 year of experience as an Operations / Success Manager in a restaurant/POS company
• Must be a “people person” – outgoing, friendly, and comfortable interacting with customers at length.
• High EQ - patient, composed, assertive, and able to listen with attentiveness and care
• Basic to mid-level understanding of standard technologies (networks, WiFi, cloud technology, iOS and Windows operating systems)
• Sales and/or Account Management experience is a plus
• Project management experience is a big plus
• MS Office Skills (Excel, PowerPoint, Word)
• Good analytical and troubleshooting skills

PERKS AND BENEFITS

• Competitive compensation package
• Medical, Dental, Vision, Life, STD, LTD and accident insurance
• Flex Spending plan
• Generous PTO and company holidays
• Free lunch, yes - we provide free lunch!