Customer Success Manager

About Our ClientGlobal restaurant brands run their operation on the hiring company's platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how the hiring company's software is used today in over 150,000 locations across 100+ countries by the world’s top restaurant and foodservice operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P. F. Chang’s rely on the top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits.

About the roleOur client's customers have complex operations distributed across time zones and geographies, often trying to manage it all on paper and in spreadsheets. The company has created a suite of back-of-house platforms, serving as the source of truth for work happening across the organization, which chain operators use to align everyone from headquarters to the field to the stores. The end goal is to improve the way work gets done in the field to ensure that every location operates like your best location.

The team is a group of cooperative, fun, and caring contributors who like to laugh and provide each other with the support, tools, and know-how to succeed with the customers and the team. While each person works with their own group of customers, they collaborate, strategize, and help wherever needed. What you’ll do as a Customer Success ManagerDrive successful adoption and retention of all products within your portfolio of customers.

Become an expert on the value of the platforms so that you can provide credible guidance on how best to apply the tool to their specific operational processes and business challenges. Using a consultative approach, help customers optimize product value by teaching them how to leverage new or unused features. Manage the ongoing customer relationship to encourage growth, expansion, and loyalty. Identify new opportunities to expand the platform to support additional work processes or departments within the customer’s business. Track and close renewal business.

Advocate for customers internally by collaborating with the Product team to translate customer feedback into product requirements. “Prime the pump” for customer case studies, quotes, and testimonials by identifying advocates and sharing great stories with the Marketing team. What they’re looking forAn excellent ‘explainer. ’You are organized and process-oriented and enjoy uncovering opportunities to improve efficiency for yourself, your customers, and your team. You are focused, action-oriented, and always anticipating next steps: a natural project manager. You can create urgency without being annoying.

You concentrate your efforts on the most important priorities, moving quickly through issues, and driving for completion. You know how to find the optimal balance between speed, accuracy, and quality in the work you deliver. You have a polished, professional, and articulate communication & presentation style, but you’re not a robot. Your personality shines through!You listen well, ask the right questions, and know when more information is needed. You are honest and empathetic. You see the world through the customer’s eyes. You enjoy teaching others, be it a customer or a colleague.

You are creative and resourceful and can adapt to rapidly changing priorities in a fast-paced environment. You are comfortable making a judgment call in an ambiguous or novel situation. Successful track record collaborating cross-functionally across internal teams (Sales, Support, Product, Engineering, Marketing, Finance) to solve customer problemsBachelor’s Degree2-4 years experience in Customer Success or Account Management supporting a B2B SaaS productNice to havesExperience managing restaurant operations.

Experience with Salesforce, Catalyst, Google AppsExperience working with a distributed teamExperience supporting restaurant, convenience store, or grocery industry verticalsWhat you’ll getGreat mission-driven team members from diverse backgrounds with a strong company cultureCompetitive payFlexible PTOPaid company holidaysYearly team off-sitesInternational travel opportunitiesMedical, dental, and vision benefits (FSA, HSA & HRA options)Basic & Voluntary Life Insurance401k employer matchWellness benefits (Headspace, Headspace+)Commuter benefitsWork in an open environment on solutions that are reshaping the way businesses operateFun team eventsAbility to have a big impact10 weeks of paid parental leaveFitness reimbursementLearning & development fundsNote:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS. ”