Customer Success Manager

Job Description: 

Customer Success Manager 

Granbury Food - Jonas Software

Remote I USA

Our clients are independent pizzerias and coffee shops nationwide - and they count on us to provide the technology they need to compete.   From online ordering to customer loyalty to business analytics, our solutions help small business owners thrive.

As a Customer Success Manager, you establish close relationships with your customers to help them fully realize the benefit of the technologies we provide, and to expand the solutions they are using.  You serve as an advocate for them within the organization, monitoring their satisfaction, and helping them achieve their business goals.

JOB RESPONSIBILITIES

Reporting to the Granbury Solutions Customer Success Team Manager, Food Division, the core responsibilities of the position are to:

• Establish lasting, consultative relationships with customer accounts assigned to you.
• Maintain regular contact with customers to introduce new features and products, assess satisfaction, help to maximize the use of our solutions, and demonstrate value.
• Serve as a customer advocate within our organization to ensure that issues are resolved.
• Expand recurring revenue in assigned accounts by selling current owners new location systems (according to sales plan transition from new accounts guidelines), selling system upgrades, and selling add on products.
• Ensure retention of current revenue per account by monitoring customer needs and working to achieve long term satisfaction. 

Some of the specific requirements of the position may include:

• Initiate a new customer welcome call at go live
• Follow up with professional services team & the customer on any outstanding tasks after go live to ensure all strategic projects get boarded in a timely manner
• Conduct proactive training calls with new clients on various projects
• Conduct a Quarterly / 6 month check in call with each assigned client
  • Product portfolio review, promote add on products they may benefit from
  • Review & update contact information
  • Review support history & satisfaction levels
  • Review version & schedule any software updates they may need
• Conduct a yearly Online Ordering & Loyalty program review with assigned clients.
• For multi-store accounts, coordinate regular account review meetings with support, corporate team as needed.   Coordinate yearly executive review call.
• Assist with inbound client requests, hardware orders, merchant switches, general questions.
• Coordinate change of ownership processes
• Contact customer regarding billing issues or unreturned RMAs.
• Document all communication in company CRM systems and maintain accurate customer records.
• Maintain a pipeline forecast of revenue opportunities and at-risk clients.

Metrics for Success:

Customer Success Managers will be assessed on the following:

• Retention of recurring revenue $ in assigned client base
• Expansion of recurring revenue $ in assigned client base
• Customer satisfaction survey results
• % of customers engaged every 90 days / 180 days
• Completion of assigned weekly / monthly campaign tasks

JOB QUALIFICATIONS:

• Excellent interpersonal, listening, and communication skills
• Customer focused and driven for results
• Self-motivated and action oriented - will be disciplined and responsive.
• Excellent knowledge of sales practices and principles
• Ability to understand and communicate complex technical concepts around hardware, software and business analytics.
• Organizational Agility - the ability to work across other departments to mobilize resources to solve customer problems.
• Experience / understanding of principles of business, ability to relate to a restaurant owner’s business priorities.
• Has integrity and is trustworthy and compassionate
• Technical skills with knowledge of Google suite, online meeting tools, and SalesForce.com
• Experience in selling software solutions and/or the restaurant industry is an asset, but not required
• Time management and priority setting skills a must
• Ability to learn on the fly
• High school diploma or equivalent required.  Bachelors degree in Business, Hospitality, Marketing or related is desired.

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More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.