We are looking to introduce the concept of a Customer Success Manager in our organization to help us better serve our clients. We have a tremendous Relationship Manager team and a Customer Support team. The Relationship Manager team primarily takes care of the customers' transactional needs, onboarding new locations, and menu updates. The Customer Support team takes care of all day-to-day issues, as well as any special requests and configurations that are required.
We are looking to build a team that can cover the gap between the two levels of service provided above. This team will look to build a deep and personal relationship with some of the largest clients in the country, along with their franchisees. The team members in this role will need to be persistent, polite, and dynamic in order to create a connection with the clients and ensure we understand their problems before they do. They will be responsible for devising “solutions” for clients based on a deep understanding of our products and services. They will need to ensure they have a high-level overview of the client's activities. E.g. if the support tickets increase in any particular month, they should be able to identify and take action. This team should also have a very analytical bent of mind and be able to present information backed by data. They should also be able to do ad hoc analysis based on certain unique events the client has had, e.g. if they run a big promotion nationally, what’s the impact of that promo on their sales?
What this role will not be required to do is upselling. We are creating this role and team with the primary objective of retaining our customers, not selling them more of our solutions. That may come across as a tertiary benefit but is not the primary objective. More details below.
100 % remote
Salary range $110,000 to $140,000
Generic:
Client Onboarding
Account Management:
Training and Education:
Customer Advocacy:
Data Analysis:
Customer Feedback and Surveys:
Requirements
Benefits
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