Job description

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

As an Associate Enterprise Customer Success Manager, you will partner with the Sales team, the Onboarding team, and the product team to ensure successful launch, adoption, and outcomes. You will manage the long-term relationship by becoming a trusted advisor to some of our largest and most strategic customers. You will work with executive stakeholders and champions to provide our enterprise and strategic customers the highest level of service. As a member of this team, you should set the bar for customer service.

How you'll add value:

Develop long-term relationships with enterprise level customers leading to high adoption, retention, and customer satisfaction

Ensure delightful experiences for clients in your portfolio during all stages of the customer journey

Strategize with customer to meet and exceed their target goals and ROI

Handle escalations and work cross departmentally to issue resolution

Set, drive and guide project expectations with executive stakeholders

Facilitate change management across key stakeholders and roles

Ensure enterprise customers are successful with the product presale through launch

Attend onsite meetings, conferences, and trade shows

Partner with enterprise AEs for expansion and growth opportunities

Develop plans specific to the restaurant industry that help enterprise franchise brands support their franchise community with our software

Infuse clients with Industry best practices to help them grow and thrive

Facilitate client meetings both in person and online

Act as liaison between customers, product managers, and executive management to provide feedback on new feature developments

Tracking and drive key client metrics such as usage, health, CSAT, and net promoter scores

Maintain brand profiles and documentation

Responsible for reaching assigned targets for customer KPI’s

Track product enhancements and provided timelines specific to customers in your portfolio and ensure transparent communication with stakeholders

Maintain healthy Salesforce and Gainsight records

Participate and lead sessions at user groups and client facing webinars

Other duties as assigned

What you'll need to be successful in this role:

3+ plus years of experience as a Customer Success Manager or equivalent

3 to 5 years of experience in restaurant operations or equivalent

Ability to travel up to 20%

Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint

Clear communicator with a professional presence

Ability to lead through influence

Comfortable working with C-level executives

Proficient in Salesforce or other CRM

Efficient and timely with deadlines and deliverables

Strong organization and time-management skills. The ability to work independently without supervision

Strong technical aptitude with experience communicating across multiple platforms

DESIRED QUALIFICATIONS

Previous R365 experience

Previous Gainsight experience or other customer success management platform

Previous Monday.com experience or other project management software

R365 Team Member Benefits & Perks

Compensation: Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices. This position has a salary range of $70K-$98K +Bonus/Commission. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location.

Along with the compensation we provide the following marketing leading benefits and perks:

Ability to work remote or hybrid

Comprehensive medical benefits, 100% paid for employee

401k + matching

Equity Option Grant

Unlimited PTO + Company holidays

Wellness initiatives

Why join our amazing team?

We're a community that prides itself in creating innovative solutions and producing quality work

Our product is the secret ingredient that makes a real difference to restaurants nationwide

The open concept work environment that we've created is causal, collaborative, and cultivates communication

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