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Associate Enterprise Customer Success Manager

unlimited holidays - work from home
Remote: 
Full Remote
Contract: 
Full time
Salary: 
70 - 98K yearly
Experience: 
Mid-level (2-5 years)
Work from: 
United States

Offer summary

Qualifications:

3+ years in Customer Success Management, 3-5 years in restaurant operations, Proficient in Microsoft Office, Experience with Salesforce or CRM platforms.

Key responsabilities:

  • Manage long-term relationships with enterprise customers
  • Coordinate with sales and onboarding teams for successful product adoption
Restaurant365 logo
Restaurant365 Computer Software / SaaS SME https://www.restaurant365.com/
201 - 500 Employees
About Restaurant365
Restaurant365 is a cloud-based all-inclusive back office solution that combines key restaurant modules with an integrated accounting backbone. Restaurant365 was founded by an experienced team of software veterans committed to developing an accounting, back office, and reporting tool - specifically for restaurants - that scales and positions restaurant concepts for growth. The platform is mobile and runs on both PC and Mac. The connectors, import functions, and Open APIs truly enable Restaurant365 to "talk" with other systems including POS providers, payroll processors, vendors, and banks. Restaurant365 recently closed $88 million in Series C funding, bringing the total minority investment by Bessemer Venture Partners, ICONIQ Capital, and Tiger Global Management to $140 million, to support the company's vision of providing the best technology to the restaurant industry. With offices in Irvine, CA, and Austin, TX, Restaurant365 truly ties the restaurant industry together with complete restaurant management software. For more information, please visit restaurant365.com or email sales@restaurant365.com.
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Job description

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

As an Associate Enterprise Customer Success Manager, you will partner with the Sales team, the Onboarding team, and the product team to ensure successful launch, adoption, and outcomes. You will manage the long-term relationship by becoming a trusted advisor to some of our largest and most strategic customers. You will work with executive stakeholders and champions to provide our enterprise and strategic customers the highest level of service. As a member of this team, you should set the bar for customer service.

How you'll add value:
  • Develop long-term relationships with enterprise level 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 enterprise customers are successful with the product presale through launch
  • Attend onsite meetings, conferences, and trade shows
  • Partner with enterprise AEs for expansion and growth opportunities
  • Develop plans specific to the restaurant industry that help enterprise franchise brands support their franchise community with our software
  • Infuse clients with Industry best practices to help them grow and thrive
  • Facilitate client meetings both in person and online
  • Act as liaison between customers, product managers, and executive management to provide feedback on new feature developments
  • Tracking and drive key client metrics such as usage, health, CSAT, and net promoter scores
  • Maintain brand profiles and documentation
  • Responsible for reaching assigned targets for customer KPI’s
  • Track product enhancements and provided timelines specific to customers in your portfolio and ensure transparent communication with stakeholders
  • Maintain healthy Salesforce and Gainsight records
  • Participate and lead sessions at user groups and client facing webinars
  • Other duties as assigned

    • What you'll need to be successful in this role:
  • 3+ plus years of experience as a Customer Success Manager or equivalent
  • 3 to 5 years of experience in restaurant operations or equivalent
  • Ability to travel up to 20%
  • Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint
  • Clear communicator with a professional presence
  • Ability to lead through influence
  • Comfortable working with C-level executives
  • Proficient in Salesforce or other CRM
  • Efficient and timely with deadlines and deliverables
  • Strong organization and time-management skills. The ability to work independently without supervision
  • Strong technical aptitude with experience communicating across multiple platforms
    • DESIRED QUALIFICATIONS
  • Previous R365 experience
  • Previous Gainsight experience or other customer success management platform
  • Previous Monday.com experience or other project management software

    • R365 Team Member Benefits & Perks
  • Compensation: Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices. This position has a salary range of $70K-$98K +Bonus/Commission. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location.

    • Along with the compensation we provide the following marketing leading benefits and perks:
  • Ability to work remote or hybrid
  • Comprehensive medical benefits, 100% paid for employee
  • 401k + matching
  • Equity Option Grant
  • Unlimited PTO + Company holidays
  • Wellness initiatives

    • Why join our amazing team?
  • We're a community that prides itself in creating innovative solutions and producing quality work
  • Our product is the secret ingredient that makes a real difference to restaurants nationwide
  • The open concept work environment that we've created is causal, collaborative, and cultivates communication

    • #BI-Remote
    R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.

    Required profile

    Experience

    Level of experience: Mid-level (2-5 years)
    Industry :
    Computer Software / SaaS
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Customer Success ManagementChange ManagementSalesforceGainsightProject Management SoftwareRetail OperationsMonday.com

    Other Skills

    • Technical Acumen
    • Relationship Management
    • Microsoft Office
    • Time Management
    • Communication
    • Problem Solving
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