Lead the team that manages all activities for all Partners post booking by sales and manage the relationship with the Partners. You will own…
Creating & executing a detailed onboarding rollout plan and ensuring their rollout stays on track and schedule.
Put together a plan to effectively train business owners on the Revi systems.
Manage Partner relationships and work proactively to deliver an outstanding Partner experience.
Track Partner health to identify growth opportunities, churn risks.
Analyze various Partner issues, and address them in a timely manner.
Deliver against target weekly & monthly KPI metrics such as task completions, Partner retention rate, out-bound call activities, transaction goals, etc.
Maintain high levels of engagement and satisfaction with a focus on loyalty.
Identify Partner challenges within the platform and actively suggest solutions.
Be an advocate for our Partners when suggesting ways to improve functionality of the platform.
Own the strategy to improve key metrics such as TTR, CSAT, NPS, first contact resolution, time to resolution, and average handle time
Creating Partner communication strategy and content
Put together the best in class framework for purchasing, systems set-up, shipping, logistics, and installation of Revi systems. Ensure quality and excellence at every stage of the supply chain and delivery.
Identify and prioritize opportunities to improve Partner experience using a data-driven approach.
Align with Engineering and Product teams to drive growth, implement & improve Analytics, system rules & workflows, and dashboards.
Support in the development of analytical frameworks/KPIs to measure business performance
Work cross-functionally with Sales, Product, and Engineering teams to help execute our strategy
Develop team members to achieve high performance by providing direction, coaching, and mentoring
Foster a Partner Service culture through active engagement, leadership, and a strong sense of accountability within the department

Requirements

5+ years of experience in project management and customer-facing implementation or Success roles; restaurant experience a plus
Relevant experience in customer success, contact center operations, consulting, or operational excellence; including 2+ years in senior leadership roles
Proven track record of success in delivering complex projects, managing a rollout schedule and partnering with external clients to deliver on the promises committed to in the sales process
Considerable knowledge of mechanical/electrical components of Point of Sales and retail kiosk systems, quality control
Have worked with shipping, 3PL, Install and support operations
Knowledgeable in iPad and Android tablets set-up and configuration including MDM
Strong written and verbal communication and presentation skills required
Strong problem solving and technical skills coupled with confident decision making enabling effective solutions leading to high customer success
Ability to detect problems and find solutions accordingly with an eye at anticipating roadblocks
Familiarity with Salesforce
Experience supporting SMB & Mid-market customers in Retail/Restaurant and/or e-commerce is a big plus

Benefits

Equity package
Competitive salary, bonus
Professional development
Excellent and comprehensive health plans (Medical, dental, vision, etc)
Flexible Vacation Policy, Paid holidays
Organized volunteer events to give back to our community
Off-sites, events and happy hours
401k

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

project managementcustomer successcontact center operationsoperational excellencemechanical componentselectrical componentsPoint of Sales systemsretail kiosk systemsshipping operations3PL

Soft Skills

leadershipcoachingmentoringproblem solvingdecision makingcommunicationpresentationcustomer engagementaccountabilitydata-driven approach