Restaurant365

Business Development Rep

• Own Inbound Response Time: Promptly respond to all inbound demo requests via phone within 60 minutes of lead submission.
• Live Chat Management: Proactively manage our inbound website chat.
• CRM and Tool Discipline: Flawlessly manage and log all activities, communications, and prospect data within Salesforce and Gong to maintain an accurate pipeline.
• In-Depth Qualification: Conduct comprehensive conversations with prospects, following our qualification framework, to identify their core business challenges, including pain points, and fully understand their needs.
• Detailed Documentation: Take extensive, high-quality notes on every prospect interaction, including: specific pain points, existing technology platforms, decision-making process, timeline, and lead source. This information is critical for the hand-off.
• Seamless Handoff: Clearly communicate and coordinate with Account Executives (AEs) to ensure a smooth prospect journey.
• Sales Team Partnership: Work closely with the R365 Sales Team to ensure the prospect's journey, from initial call to demo, is successful and pleasant.
• Core Values: Live our core values every day - Love Good Food, Share Constructive honesty, Solve Problems Together, and Relentlessly Seek Greatness.

Business Development Representative

Customer Success Manager

• Develop long-term relationships with customers leading to high retention and customer satisfaction
• Ensure customers are successful with the product following the launch date
• Manage customer the customer experience and setting expectations
• Responsible for tracking & driving customer health and Net Promoter Scores
• Create playbooks & present calls to action
• Responsible for reaching assigned targets for customer KPI’s
• Continuously improve customer experience by proposing new processes and concepts
• Participate in user groups and client facing webinars
• Handle any product or full software attrition to identify save opportunities
• Identify and pass leads to our Sales Growth team
• Other duties as assigned

Accounts Receivable

• Negotiate with customers on past due amounts
• Approve, create and enforce payment plans
• Create & maintain process documentation for various collections strategies
• Monitor and recommend any seriously delinquent accounts for database termination
• Review Customer Agreements to understand where we can and should enforce our legal terms
• Apply open credit memos to open customer invoices.
• Process payments of various forms (credit card, ACH, checks)
• Investigate cases and make suggestions on refund requests
• Facilitating approved payment plans and executing new due dates in system
• Leverage current systems to automate dunning campaigns
• Research and suggest technologies for automation of cash processes (dunning, cash application, etc.)
• Onboard, train, coach & mentor other team members on enterprise cash collections strategies

Accounts Receivable, Collections Specialist

Customer Support

• Prompt customers for information necessary to troubleshoot problem reports
• Reach out to customers by phone and / or screen share as necessary to understand problem reports
• Identify solutions to problem reports and deliver them to customers
• Help customers understand POS integration functions
• Route non-POS customer issues to appropriate teams and team members
• Diagnose and document software defects and escalate them to Operations Support Manager
• Participate in live chats
• Manage personal queue of customer tickets
• Identify gaps in company self-help documentation
• Train and mentor new team members at the request of Support management

Support Specialist, POS

• Prompt customers for information necessary to troubleshoot problem reports
• Reach out to customers by phone and / or screen share as necessary to understand problem reports
• Identify solutions to problem reports and deliver them to customers
• Help customers understand R365 software operations, catering, scheduling, and manager log functions
• Route non-operations customer issues to appropriate teams and team members
• Diagnose and document software defects and escalate them to Operations Support, Manager or Lead
• Participate in live chats
• Manage personal queue of customer tickets
• Identify gaps in company self-help documentation
• Train and mentor new team members at the request of Support management

Support Specialist, Operations

Operations

• Own partner forecasting with PAMs and leaders, including process cadence, standardization, and accuracy tracking
• Stand up and manage a Partner Relationship Management (PRM) system integrated with CRM, ensuring alignment with MOPS and SOPS
• Deliver monthly reporting to referral partners (customized to their requirements) and consolidate internal reporting for leadership
• Partner with Revenue Enablement to ensure all AEs follow ROEs and processes for referral partners
• Collaborate with the Partner Success team to ensure alignment for partner customers and indirect customers
• Work closely with Finance on partner-related revenue recognition, bookings and commissions reporting, and indirect customer bookings
• Partner with the Business Intelligence team to increase reporting efficiency and ensure alignment across key reporting systems
• Drive cross-functional collaboration with MOPS, SOPS, Finance, and Enablement to ensure data accuracy and process adoption
• Build and maintain dashboards and reporting frameworks to track performance by partner, partner type, and PAM
• Provide strategic insights and decision support to Partnerships, Sales, and Revenue Operations leadership on partner performance, investments, and enablement priorities
• Champion operational best practices across partner teams, including pipeline hygiene, forecasting discipline, and process compliance
• Champion adoption of AI tools and practices to enhance efficiency, reporting, and forecasting within Partner Operations
• Other duties as assigned

Senior Partner and Channel Operations Manager

• Respond to technical support tickets
• Prompt customers for information necessary to troubleshoot problem reports
• Reach out to customers by phone and / or screen share as necessary to understand problem reports
• Help customers understand R365 payroll integration functionality
• Diagnose and document software defects and escalate them to management
• Participate in live chats
• Manage personal queue of customer tickets
• Identify gaps in company self-help documentation
• Identify and share ticket trends with Implementation Team
• Conduct Basic Training on an as-need basis
• Other duties as assigned

Support Specialist, Workforce

Sales

• Lead a world-class group of Strategic and Growth Account Executives, partnering to close some of our largest and complex enterprise priority prospects and brands.
• Primary focus of logo acquisition and growth of national restaurant brands and franchisees within brands of 500+ total locations.
• Develop and execute on plans for your team to meet or exceed quota targets over monthly, quarterly, and annual periods
• Develop and implement new programs, sales initiatives, and strategies to capture key enterprise prospects
• Develop and implement coaching improvement plans to facilitate the development and success of the Account Executives
• Maintain weekly reporting and meetings for Account Executive teams
• Manage MRR quotas and report progress and pipeline to the VP, Strategic Accounts
• Help support full cycle sales representatives in prospecting/discovery/demo/negotiation best practices
• Hold team accountable to weekly/ monthly/ quarterly goals
• Ownership of Salesforce CRM best practices and data integrity
• Other duties as assigned

Manager, Strategic Sales

• Track, analyze, and communicate performance metrics: own regular reporting and KPIs for Customer Support; identify trends, areas for improvement, and provide actionable insights to leadership
• Define tooling requirements: act as a business owner and power user of Freshdesk and related tools; define requirements, monitor adoption, and partner with Systems/IT for configuration and implementation
• Streamline support processes: design and recommend workflows, automations, and process improvements that reduce friction, scale with growth, and improve customer/agent experience
• Refine AI support strategy: drive initiatives that leverage AI to deliver faster, more accurate customer help and improve agent efficiency
• Drive Customer Support strategy: design and deliver critical initiatives that strengthen the Support function’s impact on renewals, retention, and overall customer success
• Provide thought leadership: research and apply industry-leading support operations methodologies
• Build scalable initiatives: develop proactive programs, processes, and prevention strategies that improve efficiency
• Partner cross-functionally on data and systems projects: collaborate with Systems, Product, and Analytics teams to design metrics, align data definitions, improve tooling, and drive data-informed decision making
• Partner with leadership: act as a trusted advisor to the Support Leadership Team, providing visibility, insights, and recommendations to enable data-driven decisions

Customer Support Operations Lead

• Manage long-term customer relationships as a trusted advisor for strategic customers.
• Work with executive stakeholders and champions to provide high level of service and ensure ROI.
• Execute thoughtful product adoption across customer organizations.
• Partner cross-functionally with sales, onboarding, and product teams.
• Develop long-term relationships leading to high adoption, retention, and customer satisfaction.
• Ensure delightful experiences for clients during all stages of the customer journey.
• Strategize with customers to meet and exceed 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 customers are successful with the product post onboarding and act as subject matter expert in the R365 platform.
• Partner with the Sales team on expansion and growth opportunities.
• Infuse clients with industry best practices to help them grow and thrive.
• Facilitate client meetings and participate/lead sessions at user groups and client facing webinars.
• Track and drive key client metrics such as usage, health, CSAT, and net promoter scores.
• Maintain healthy Salesforce and Gainsight records.
• Track product enhancements and provide transparent communication with stakeholders.
• Responsible for reaching assigned targets for customer KPI’s and customer retention.

Senior Customer Success Manager

Account Executive

• Introduce Restaurant365 platform to restaurant groups with 1 to 8 locations to drive operational and financial transformation
• Forge strong relationships with key decision-makers in the restaurant industry and convert prospects into clients
• Achieve and exceed sales targets and quotas; drive revenue and product adoption
• Monitor industry trends and competitor activity to inform strategy
• Work as part of Sales Growth – Field Sales team in a remote Phoenix territory

Outside Sales Representative

DevOps Engineer

• Design and optimize CI/CD pipelines and infrastructure automation solutions using Terraform, Ansible, GitLab CI/CD, and ArgoCD
• Build and support containerized environments (AKS, EKS, ECS, Kubernetes, Docker)
• Develop and maintain automation scripts (Python, Bash, PowerShell, YAML)
• Manage cloud services in AWS and/or Azure with a strong understanding of configuration standards and security-first principles
• Solve diverse, mid-level technical challenges and apply sophisticated troubleshooting techniques to identify and resolve root causes of deployment or system failures
• Partner with delivery teams (goal ratio 3:1) to provide DevOps support, including infrastructure automation, CI/CD pipeline delivery, and reliability best practices
• Collaborate with developers, architects, and IT to ensure effective and secure service delivery
• Contribute to system monitoring, performance tuning, and incident response
• Maintain and improve documentation of infrastructure, automation processes, and standards
• Adapt existing patterns and propose improvements to increase automation efficiency and system reliability
• Participate in design reviews and provide constructive feedback to peers
• Share knowledge with DevOps peers and delivery teams, fostering adoption of best practices
• Stay current on industry trends and recommend new technologies or practices where applicable

DevOps Engineer III

Engineer

• Ensure technologies supporting TAM/SAM monitoring, territory intelligence, and RevOps initiatives are set up, integrated, and optimized; act as platform subject-matter expert and trusted advisor to GTM leadership; lead evaluations of emerging GTM and AI tools.
• Continuously monitor and refine TAM and SAM models using AI; manage and advance territory intelligence tool; develop and maintain frameworks for territory design, optimization, and capacity planning.
• Partner with data hygiene team to monitor and improve data integrity across GTM systems; own and administer RingLead (or similar tools); serve as program lead for data hygiene projects; design and implement end-to-end automation workflows leveraging AI, APIs, and system integrations.
• Champion evaluation and deployment of AI tools for RevOps; support creation of AI agents for data hygiene, TAM/SAM updates, forecasting, and reporting; evangelize AI adoption across GTM and drive change management.
• Partner with GTM, Analytics, and Technology teams to build dashboards and reports; translate complex AI technology and data into actionable insights impacting pipeline health, forecasting, and territory strategy; act as strategic partner to RevOps leadership.

Data Intelligence Engineer

Product Manager

• Own specific areas of the R365 product integrations
• Thrive in a fast-paced, flexible work environment where you’ll have the opportunity to lead a robust mission-critical product offering
• Drive, develop and maintain the R365 Integration Roadmap, along with its 18-mo vision
• Select, design, and write user stories for the Integration Scrum Team
• Evaluate and prioritize features, bugs and program debt
• Collaborate with other teams to prioritize, scope, design, and deliver the most impactful enhancements needed to fortify and enhance our existing suite of integrations
• Create and maintain comprehensive documentation for integrations, including usage metrics, user guides, release notes, and technical documentation
• Communicate and present product information at company events
• Conduct customer interviews
• Partner with other teams to ensure each integration is adopted correctly
• Work with the Go to Market (GTM) team to document and launch product updates
• Develop an understanding of the market and what data points drive successful restaurant businesses
• Support the R365 Product by identifying opportunities with integrations, understanding features and capabilities to make recommendations regarding customer experience and product usage

Product Manager, Integrations

Product Designer

• Restaurant365 is a SaaS company disrupting the restaurant industry and provides cloud-based platform for accounting and back-office operations.
• We are seeking a highly skilled leader to drive R365’s workforce optimization strategy across Elite Talent, Offshore Resources, and AI Enablement.
• This role will have full ownership of R365’s Offshoring strategy while also shaping and executing workforce design frameworks that balance onshore, offshore, and AI solutions.
• The successful candidate will partner closely with People, Finance, and Business Leaders to ensure the right work is aligned to the right structure, maximizing talent density, efficiency, and long-term scalability. They will oversee the transformation of our contingent workforce, lead internationalization initiatives such as EOR-to-entity transitions and provide executive-level insights on workforce decisions that directly connect to cost savings, efficiency gains, and future-ready growth.

Workforce Design Lead

• 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!
• The Senior Customer Success and Support (CS&S) Data Programs Analyst is a critical connector between the Customer Success organization and Data/Analytics, translating business priorities into actionable data solutions. Reporting to the Sr. Director of Customer Strategy and Operations, this role leverages analytics to evaluate processes, define requirements, and deliver high-impact recommendations and data-driven insights.
• Through close collaboration with business leaders and technical teams, this analyst identifies opportunities to enhance processes, products, and services through data, driving business growth, improving customer experiences, and increasing operational efficiency.
• This role leads high-priority CS&S analytics programs, designs scalable analytics systems, and fosters cross-functional collaboration to ensure strategic data programs are successfully executed.

Senior Customer Success & Support Data Programs Analyst

Program Manager

• 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!
• The Customer Success Operations Program Manager will play a key role in ensuring the successful execution of strategic initiatives within our Customer Success and Support (CS&S) organization. Reporting to the Sr. Director of Customer Strategy and Operations, this role will partner with leaders and teams across CS&S and the broader business to track progress, address challenges, and remove roadblocks that could delay key projects. Your ability to translate complex projects into actionable steps and measurable results will be key to our success.