Customer Success Manager

About the Client:

 Our client is a leading provider of marketing and advertising solutions for the fast food restaurant industry in the United States and Canada. Their clients are some of the most well-known names within the food services industry!

Job Description:

 Our recruiting agency is seeking a dedicated and experienced Customer Success Manager to oversee the enterprise customer support relationship for key accounts. This role involves collaboration with support team partners, vendors, and operations and supply chain teams to ensure optimal support delivery. The ideal candidate will become a subject matter expert and play a crucial role in case handling and process improvement.

Responsibilities:

• Build strong relationships with key account stakeholders
• Advocate for continuous improvement with support delivery in mind
• Manage the onboarding of customers to new processes and solutions
• Liaise with Deployment Support teams to ensure smooth transitions of new customer locations to our solutions
• Monitor and respond to various customer feedback mechanisms (CSAT, Field Service Satisfaction)
• Participate in the product feedback and enhancement intake process
• Contribute to technical support case handling to maintain a close understanding of ongoing support issues
• Maintain oversight on SLA performance for key accounts, providing feedback on process opportunities
• Escalate and highlight special handling to deliver an optimal support experience for customer stakeholders
• Serve as a Knowledge Contributor for key accounts

Success Factors:

• Customer Education: Providing clear and concise guidance and updates to stakeholders, reducing overall escalation volume.
• Customer Satisfaction: Ability to provide guidance and action toward successful resolution to customer support issues within the SLA period.
• Operational Efficiency: Timely and complete case handling and support troubleshooting.
• Data Analysis: Success in proper KPI management and reporting.

Qualifications & Experiences:

• Bachelor’s degree in Business, Engineering, or Computer Science AND 1-2 years or more of experience in a Customer Success, Enterprise Technical Support, or Technical Account Management environment supporting hardware or software products and services OR
• 5 years or more of experience in a Customer Success, Enterprise Technical Support, or Technical Account Management environment supporting hardware or software products and services
• Required: B2B SaaS Experience in a Customer Success, Account Management, or Technical Support environment
• Excellent written and verbal communication skills
• Strong customer-facing presentation skills with the ability to establish credibility and trust
• Preferred: Experience working in the QSR space, either as part of a major brand or in a vendor capacity
• Intermediate Microsoft Excel skills such as Pivot Tables, VLOOKUPs
• Basic understanding of Networking principles

Capabilities:

• Effective Communication: Ability to clearly convey updates and solutions to both internal and external stakeholders.
• Customer Advocacy: Commitment to understanding and catering to customer needs, understanding their drives, and being the voice of the customer internally.
• Problem Solving & Adaptability: Capability to identify and address challenges, adapting to changes, and always questioning to achieve the root cause.
• Product Knowledge: A deep understanding of the product or service is essential to guide customers effectively and provide solutions tailored to their needs.