Senior Client Advocate

At Popmenu we believe in transparency and meeting candidates at eye level. We know that money isn’t everything - but it is important. For this role, we have determined a compensation range of $70k to $75k base salary + bonus potential, in addition to company equity to be a fair and attractive offer. We would love the opportunity to meet you and learn more about you and your background. Final offer amounts are determined by multiple factors and may vary from the amount above.

Who We Are:

Popmenu is a fast-growing, venture-backed SaaS company in the restaurant/hospitality sector with more than 10,000 restaurant clients. We are dedicated to revolutionizing the industry in a way that benefits both the restaurant owner and their customers. We started with our now-patented, dynamic menu technology that unleashes the power of a restaurant’s greatest marketing tool: the menu. Since then, we have been endlessly innovating to continue tackling existing and emerging industry needs. We hire exceptionally bright, motivated people who are passionate about helping great restaurants reach their full potential. We offer a flexible work environment, a pioneering concept, a product our clients love, and talented teammates. This is a chance to make great things happen and be a difference maker. We’re excited to meet you!

What We’re Serving:

• Genuine Core Values: We asked our employees what’s most important to them in the workplace and carefully sculpted our 4 core values to truly represent our company culture. On a quarterly basis, peers recognize each other for exemplifying our values with what we call “Super Booms”.
• Giving Back: In addition to our larger partners such as the Giving Kitchen, our culture champions (aka “Super Boom” winners) pick a cause they are passionate about, and we make a donation in their name.
• Visible Growth and Development: There is no way to avoid personal growth in a start-up! We keep innovating and improving and our team members keep growing as well.
• Company Ownership: When we say, “Act Like an Owner”, we put our money where our mouth is! Every single team member receives meaningful company equity options because we recognize that every role is important for our success.
• Benefits for the Whole Family: Along with the typical medical, dental, vision, 401K benefits, we’ve got your furry family members covered with our Wagmo Wellness Plan.

About This Opportunity: 

As a Senior Client Advocate, you will be responsible for retaining customers who are seeking to cancel their accounts. You will work closely with our customers to understand their concerns and provide solutions to address their needs, ultimately ensuring customer satisfaction and loyalty. 

What's on Your Plate:  

• Proactive Outreach: Proactively reach out to every customer who has initiated the cancellation process. 

• Overcoming Escalations & De-Escalation: Effectively managing escalations and de-escalating tense situations with clients is crucial to maintaining positive relationships and long-term retention 

• Addressing client concerns: Understand the reasons for cancellation and address customer concerns effectively. 

• Providing solutions: Provide appropriate solutions, offers, or incentives to retain customers. 

• Client education & training: Educate customers on the value of our products/services and address any misconceptions or concerns. 

• Feedback & Analysis: Utilize customer feedback to improve our products/services and enhance the customer experience. 

• Act Like An Owner: Popmenu’s Retention Specialist takes ownership of meeting & exceeding retention goals and KPI’s, driving customer loyalty.  

Bottom line – in this role it is your responsibility to make sure that our clients find continued value in the Popmenu platform.  

What You Bring to the Table:  

• 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   

• 3+ years in a customer-facing role preferred