Director, Client Engagement
Quantum Health
Senior Customer Success Manager
Restaurant365
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $96,400 - $120,500 per year
Job Level
Senior
About the role
- 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.
Requirements
- 2+ plus years of experience as a Customer Success Manager or equivalent in SaaS based company.
- 2-3 years of experience in accounting and or restaurant hospitality or equivalent.
- Previous experience implementing and or supporting Restaurant 365 software.
- Ability to travel 15%.
- Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint.
- Clear communicator with a professional presence.
- The ability to manage multiple complex projects at the same time.
- 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.
- PREFERRED: Previous Gainsight experience or other customer success management platform
- PREFERRED: Previous Monday.com experience or other project management software
- PREFERRED: Previous Freshdesk experience or other ticket management software
