Manager, Customer Success
Manager, Customer Success - Remote Hi there! Have you noticed that the restaurant industry is changing? We're PAR and our purpose is:
To deliver solutions that connect people to the restaurants, meals and moments they love. We take that responsibility very seriously. As a leading provider of restaurant technology to the top restaurant brands in the world we're calling all rebels, instigators, idealists and builders to join our constantly growing team. If you've excelled at every job you've held but always thought something was missing, please, read on. What We're Looking For Bachelor's or Masters' degree in business or related field. 8-10 years of experience improving customer retention, customer satisfaction and customer health in a Customer Success role or roles. Management experience leading a team of 4
or demonstrated readiness for management responsibility. Skills:
Strong experience with software as a service, software and/or technology companies. Strong restaurant or hospitality business experience and/or demonstrated knowledge of industry. Demonstrated ability to lead customer success team(s) that meet or exceed retention, referral, upsell and advocacy goals. Demonstrated ability to meet or exceed retention, referral, upsell and advocacy goals for assigned enterprise level B2B customers. Demonstrated, and excellent project management change management and complex problem-solving skills. Demonstrated ability to create, deliver and manage strategic business reviews and cycles that align with and drive value to the customer. Demonstrated ability to exercise sound judgement in challenging situations. Ability to effectively present information, in support of decision making, with all levels of management including C level suite. Ability to build positive and collaborative relationships, both internally and externally, at senior leadership levels. Strong background of successful coaching and development of people. Excellent oral and written communication skills, planning skills and organizational skills. Why We Need You Execute department strategy to promote CS team objectives Contribute to department processes required for the CS team to foster growth and commitment to PAR Values promote high levels of customer(partner) retention, satisfaction, and advocacy establish a trusted/strategic advisor relationship with each customer(partner) drive evidence and impact of PAR's ability to support customers'(partners') business objectives share voice of customer with PAR organization to support appropriate customer experience in all customer segments and in all customer and hierarchy levels Guide and coach, the CS team through customer engagement to identify areas of opportunity to improve the customer experience and to help customers (partners) achieve their desired outcomes Utilize and maintain department and organization systems to measure and manage contractual obligations and SLAs for enterprise level customers customer satisfaction and health data in support of company rocks and kpi's customer and revenue retention delivery of the CS model for PAR customers (partners) Collaborate with PAR teams to align PAR resources to support customer desired outcomes, promote retention and customer advocacy, in all customer segments Understand and promote knowledge of PAR customer experience processes and requirements, for all PAR departments, to set appropriate customer (partner) expectations, in all customer segments Recommend and influence changes in customer(partner) processes by strategizing and collaborating with CS team and with other PAR teams as appropriate Proactively raise awareness of changes in customer(partner) business models, tech platforms and business objectives, to PAR leadership and PAR teams, so PAR teams can react competitively and strategically to deliver an appropriate customer(partner) experience Grow and maintain productive relationships with customer and partner contacts and insure mutual alignment of business objectives Engage PAR senior leadership as appropriate to communicate to and enhance relationships with senior leadership at PAR customers and partners Lead project management of complex and technical problems and present data-based solutions and recommendations to support department and team decision making while promoting company values, objectives, and strategies Maintain knowledge of POS industry and CS functional expertise to that help drive a high achieving CS team Direct the hiring and management of a Customer Success team Position Description The Manager, Customer Success (CS) manages a CS team and/or is assigned to PAR high touch customers to retain recurring revenue business, to share the voice of the customer (partner) to the organization and to help customers (partners) achieve their desired outcomes with PAR products, services, and resources. This role executes on CS department strategies to support the team's activities and objectives. By focusing the team's activities and engagements on customer outcomes, results oriented data and upsell opportunities, the team will help build a growing pipeline of recurring revenue and referenceable customers. The Manager Customer Success works cross functionally with other PAR teams to ensure appropriate customer experiences throughout the customer (partner) journey. The Manager Customer Success provides the necessary coaching and support to achieve department goals and results as lead and guided by the Director Customer Success. The Manager Customer Success will contribute to department processes and strategies as it pertains to their assigned CS team and/or assigned customers. Who We Are PAR invented the FIRST point of sale terminal over 40 years ago, yet we operate much like a start-up at the forefront of restaurant technology. PAR's solutions are used to serve tens of millions of guests every day in over 120 countries. Our mission is to build the number one restaurant technology company in the world and we're off to great start. We believe our customers want technology that is open and fast that enables their ability to innovate. We're looking for people who are hungry to go beyond the idea of 'just a job'. PAR's not for everyone though:
We work hard, and we really reward success. We push ourselves and each other to be better every day. We're ferocious in battle but gentle in spirit. We're hands-on people. We keep our room clean and make our bed because details matter. We believe it is better to be fast than big, and that being both is best. We believe diversity creates strong systems and communities. We experiment. Sometimes we break things, but we learn quickly. We're honest and our intentions are good. And we always offer the last slice of dessert to our guests. We've got each other's and our customers' backs no matter what. We believe that our ambition is only limited by our ability to attract and retain great people; people who are up for the challenge to change the game with us! If it sounds like you belong here, we should meet! #LI-Remote #LI-CW1
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
To deliver solutions that connect people to the restaurants, meals and moments they love. We take that responsibility very seriously. As a leading provider of restaurant technology to the top restaurant brands in the world we're calling all rebels, instigators, idealists and builders to join our constantly growing team. If you've excelled at every job you've held but always thought something was missing, please, read on. What We're Looking For Bachelor's or Masters' degree in business or related field. 8-10 years of experience improving customer retention, customer satisfaction and customer health in a Customer Success role or roles. Management experience leading a team of 4
or demonstrated readiness for management responsibility. Skills:
Strong experience with software as a service, software and/or technology companies. Strong restaurant or hospitality business experience and/or demonstrated knowledge of industry. Demonstrated ability to lead customer success team(s) that meet or exceed retention, referral, upsell and advocacy goals. Demonstrated ability to meet or exceed retention, referral, upsell and advocacy goals for assigned enterprise level B2B customers. Demonstrated, and excellent project management change management and complex problem-solving skills. Demonstrated ability to create, deliver and manage strategic business reviews and cycles that align with and drive value to the customer. Demonstrated ability to exercise sound judgement in challenging situations. Ability to effectively present information, in support of decision making, with all levels of management including C level suite. Ability to build positive and collaborative relationships, both internally and externally, at senior leadership levels. Strong background of successful coaching and development of people. Excellent oral and written communication skills, planning skills and organizational skills. Why We Need You Execute department strategy to promote CS team objectives Contribute to department processes required for the CS team to foster growth and commitment to PAR Values promote high levels of customer(partner) retention, satisfaction, and advocacy establish a trusted/strategic advisor relationship with each customer(partner) drive evidence and impact of PAR's ability to support customers'(partners') business objectives share voice of customer with PAR organization to support appropriate customer experience in all customer segments and in all customer and hierarchy levels Guide and coach, the CS team through customer engagement to identify areas of opportunity to improve the customer experience and to help customers (partners) achieve their desired outcomes Utilize and maintain department and organization systems to measure and manage contractual obligations and SLAs for enterprise level customers customer satisfaction and health data in support of company rocks and kpi's customer and revenue retention delivery of the CS model for PAR customers (partners) Collaborate with PAR teams to align PAR resources to support customer desired outcomes, promote retention and customer advocacy, in all customer segments Understand and promote knowledge of PAR customer experience processes and requirements, for all PAR departments, to set appropriate customer (partner) expectations, in all customer segments Recommend and influence changes in customer(partner) processes by strategizing and collaborating with CS team and with other PAR teams as appropriate Proactively raise awareness of changes in customer(partner) business models, tech platforms and business objectives, to PAR leadership and PAR teams, so PAR teams can react competitively and strategically to deliver an appropriate customer(partner) experience Grow and maintain productive relationships with customer and partner contacts and insure mutual alignment of business objectives Engage PAR senior leadership as appropriate to communicate to and enhance relationships with senior leadership at PAR customers and partners Lead project management of complex and technical problems and present data-based solutions and recommendations to support department and team decision making while promoting company values, objectives, and strategies Maintain knowledge of POS industry and CS functional expertise to that help drive a high achieving CS team Direct the hiring and management of a Customer Success team Position Description The Manager, Customer Success (CS) manages a CS team and/or is assigned to PAR high touch customers to retain recurring revenue business, to share the voice of the customer (partner) to the organization and to help customers (partners) achieve their desired outcomes with PAR products, services, and resources. This role executes on CS department strategies to support the team's activities and objectives. By focusing the team's activities and engagements on customer outcomes, results oriented data and upsell opportunities, the team will help build a growing pipeline of recurring revenue and referenceable customers. The Manager Customer Success works cross functionally with other PAR teams to ensure appropriate customer experiences throughout the customer (partner) journey. The Manager Customer Success provides the necessary coaching and support to achieve department goals and results as lead and guided by the Director Customer Success. The Manager Customer Success will contribute to department processes and strategies as it pertains to their assigned CS team and/or assigned customers. Who We Are PAR invented the FIRST point of sale terminal over 40 years ago, yet we operate much like a start-up at the forefront of restaurant technology. PAR's solutions are used to serve tens of millions of guests every day in over 120 countries. Our mission is to build the number one restaurant technology company in the world and we're off to great start. We believe our customers want technology that is open and fast that enables their ability to innovate. We're looking for people who are hungry to go beyond the idea of 'just a job'. PAR's not for everyone though:
We work hard, and we really reward success. We push ourselves and each other to be better every day. We're ferocious in battle but gentle in spirit. We're hands-on people. We keep our room clean and make our bed because details matter. We believe it is better to be fast than big, and that being both is best. We believe diversity creates strong systems and communities. We experiment. Sometimes we break things, but we learn quickly. We're honest and our intentions are good. And we always offer the last slice of dessert to our guests. We've got each other's and our customers' backs no matter what. We believe that our ambition is only limited by our ability to attract and retain great people; people who are up for the challenge to change the game with us! If it sounds like you belong here, we should meet! #LI-Remote #LI-CW1
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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