Digital Client Success Manager

Are you passionate about helping clients make the most out of their product? Do you believe that successful client adoption is the foundation of a successful long-term partnership? Are you convinced that restaurant owners deserve technology that allows them to take back control from 3rd party platforms? Three times yes? Sounds like we found a match! 

About This Opportunity: 

We are building out a Digital Success Team to manage a segment of our clients that receive a digital-first, one-to-many approach to success. We are looking for a talented Digital CSM to lead growth and success for a large volume of clients using a primarily data-driven approach. 

At this time, we are prioritizing candidates in the Central time zone.

• Client Success: As a key player in client success, our Digital Client Success Manager actively manages a substantial, collaborative portfolio, driving proactive adoption and retention efforts.  
• Software Adoption: Our Digital CSM works energetically to help clients adopt more features & see more value in our software. 
• Client De-escalation: The Digital CSM role will handle client escalations and is responsible for turning around the experience for clients who are not happy with their service for various reasons. 
• Client Communication: Whether it’s general advice, billing issues, or questions about product functionality, our Digital CSM ensures that our clients get all their questions answered in a quick and effective way. There is always lot’s to do! 
• Enablement Materials: Our Digital CSM is passionate about creating engaging and helpful resourcesthat actively engage our clients. This entails hosting best practice webinars, crafting universally applicable short videos and devising strategies to engage multiple clients. 
• Client Feedback: Gather and analyze client feedback to drive continuous improvement in service quality. Keep clients informed of updates, outages, and other relevant information, maintaining clear and effective communication. 

• Excellent interpersonal/customer relations skills; clear and concise verbal and written communicator with the ability to effectively prevent or mediate conflict   
• Entrepreneurial approach - a high degree of autonomy and self-motivation and a hunger to conquer unknown territory   
• Experience negotiating and navigating subscription renewals and churn conversations.   
• Demonstrated organizational skills, proven ability to complete long-term goals and handling critical tasks and issues at the same time   
• Natural curiosity and willingness to learn, whether it’s new technical skills or understanding the client environment  
• Proven success with rolling out products to clients, ideally in the restaurant industry   
• 1+ year of Client Success experience highly preferred