Full-Time Associate Enterprise Customer Success Manager

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.

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.

1. Develop long-term relationships with enterprise-level customers leading to high adoption, retention, and customer satisfaction.
2. Ensure delightful experiences for clients in your portfolio during all stages of the customer journey.
3. Strategize with customers to meet and exceed their target goals and ROI.
4. Handle escalations and work cross-departmentally to issue resolution.
5. Set, drive, and guide project expectations with executive stakeholders.
6. Facilitate change management across key stakeholders and roles.
7. Ensure enterprise customers are successful with the product, presale through launch.
8. Attend onsite meetings, conferences, and trade shows.
9. Partner with enterprise AEs for expansion and growth opportunities.
10. Develop plans specific to the restaurant industry that help enterprise franchise brands support their franchise community with our software.
11. Infuse clients with industry best practices to help them grow and thrive.
12. Facilitate client meetings both in-person and online.
13. Act as a liaison between customers, product managers, and executive management to provide feedback on new feature developments.
14. Tracking and drive key client metrics such as usage, health, CSAT, and net promoter scores.
15. Maintain brand profiles and documentation.
16. Responsible for reaching assigned targets for customer KPIs.
17. Track product enhancements and provided timelines specific to customers in your portfolio and ensure transparent communication with stakeholders.
18. Maintain healthy Salesforce and Gainsight records.
19. Participate and lead sessions at user groups and client-facing webinars.
20. Other duties as assigned.

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