Client Success Manager

Responsibilities

• Become a trusted advisor for each Enterprise account by maintaining a great relationship with key members at the customer’s corporate, and/or site.
• Understand and advocate for your roster of clients and act as an internal voice of their business operations, specific needs and ways of working so that our product drives higher revenues and a better customer experience.
• Own end of season reviews, quarterly and year-end business reviews and work collaboratively with sales, sales support and other departments to provide updates to the clients to include but not be limited by:
  • Industry best practices
  • Review of current operation success and areas of recommendation to enhance
  • Consultative approach on improving the client operations as it involved payments, POS, ordering, employee management, food and beverage and retail transactions enhancement, and other transactional technology
• Collaborate with Business Development, Product, and Product Development to support prospects and customer solutions with complex deployments.
• Partner with Business Development to manage and grow each Enterprise Account where possible.
• Attend weekly calls/meetings for new openings, current projects, Q&A on features/functionality questions.
• Provide an escalation path for site issues/concerns as needed. This may include support issues, billing questions, equipment/warranty questions, etc.
• Identify pain points in client’s business operations as it involves POS or payments technology and assemble thought leadership from within Shift4 to find solutions.
• Drive Client Engagement through an understanding of when to engage, who to engage and the appropriate method for the circumstances.
• Work closely with the VenueNext product team as a Client Advocate to develop innovative solutions and integrations for both current and prospective clients.
• Communicate schedules, updates, status, major decisions, risks and blockers related to development tickets.
• Provide lead information to BD on upcoming new openings, change of ownerships, etc. where full acquiring opportunities exist.
• Build relationships and influence others to become a Shift4 advocate and drive decision making.
• Demonstrates leadership skills and the ability to work in challenging environments.
• Demonstrates strong communication skills and the ability to target messages to the right levels of an organization.

Qualifications

• Bachelor’s degree in Business or Information Technology fields.
• 3-5 years of Client Success/Account Management within a SaaS company or Technology Company
• Hospitality experience and strong understanding of the Hospitality/Stadium industry is preferred.
• Strong understanding of point of sale platforms is preferred.
• Excellent teamwork skills including written and verbal communication skills
• Excellent relationship building skills
• Excellent presentation and speaking acumen
• We are looking for individuals that are extremely self-sufficient, available to work flexible hours, & hold themselves to the highest standards of professionalism.