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Senior Customer Success Manager

Company: Kitchen United
Location: Pasadena
Posted on: April 11, 2021

Job Description:

Kitchen United is looking for a Senior Customer Success Manager to support and manage the overall experience of our restaurant members. As the Senior Customer Success Manager, You will be involved in all aspects of client onboarding, client support, account management, and training. You will guide and coach clients in their implementation of our service while promoting a member, guest, and consumer centric philosophy to all our efforts.

Reporting directly to the VP, Operations , your goal is to increase member, guest, and consumer satisfaction to enhance brand loyalty and retention. The ideal candidate will have proven experience working in a customer success position, with a superior focus on a relentless focus on the success and experience of our restaurant members. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

Responsibilities

  • Responsible for managing complexity in client onboarding but also resolution of issues
  • Improve customer service experience, create engaged customers and facilitate organic growth.
  • Utilize performance data, develop and share insights and optimize their current experience
    • Take ownership of customers issues and follow problems through to resolution.
    • Analyze statistics and compile accurate reports to communicate insights where needed.
    • Keep ahead of industry's developments and apply best practices to areas of improvement for our Kitchen Centers, teams, and guests
    • Partner with on site GMs and corporate support partners regarding Kitchen Center issues.
    • Own the success of our members, ensuring they meet their KPIs and realize the full value of their Kitchen United membership
    • Develop and deliver a roadmap to success, advising members on reaching business goals. Includes but not limited to building KPI dashboards, and driving systems optimization
    • Relationship oriented and focused on Member lifetime value and long term satisfaction.
    • Help Members achieve desired goals.
    • Monitors Member satisfaction and keeps track of concerns.
    • Nurture great relationships with our members and provide introductions and support to 3rd party organizations and other Kitchen United team members where needed
    • Maintain regular communication with clients, and provide regular performance reporting and platform support
    • Drive product adoption and ongoing usage of Kitchen United products and services

      You'll succeed in this role if you
      • Are highly collaborative and have high standards of personal accountability.
      • You are a good listener and use business acumen to make sound decisions.
      • Have a proactive approach to customer support and are always thinking about ways to scale growth.
      • Resourceful - might not have all the answers, but you know how to find them
      • Are passionate about technology, restaurant operations, and the customer experience.
      • Are a skilled team-player, with a proven ability to collaborate effectively and professionally across all functions
      • Are hands on - roll up your sleeves and conduct routine facility visits to build relationships in real time.
      • Have the ability to effectively give and receive feedback.
      • Have great problem-solving skills, and an entrepreneurial work ethic - You're a self starter!
      • Influencing skills including obtaining support from team members with differing priorities and conflict resolution;
      • Experience analyzing data, forming and delivering recommendations
      • Experience in developing account plans and delivering them successfully
      • Have proven capacity to develop relationships and optimize enterprise customer accounts, you understand what it means to evangelize your product
      • A strong sense of drive to understand clients' business goals, anticipate future needs and identify solutions;
      • Strong interpersonal, presentation & communication skills (both verbal & written) and have experience creating and delivering presentations

        Requirements
        • Must be able to commute to Pasadena
        • 3-5 years of experience of customer success or account management experience
        • 2+ years of experience - preferably in a restaurant and or retail environment
        • Proficiency in Customer Service Software (Zendesk, Freshdesk, Salesforce) a plus
        • Proficient in Microsoft Office Suite and Google
        • Excellent communication and relationship-building skills
        • Keen bias-to-action, as well as a strong sense of practicality and effectiveness
        • Highly adaptable, and able to thrive in ambiguous or uncertain environments
        • Bachelor's Degree or relevant work experience
        • Ability to travel up to 25% of the time
        • Advanced troubleshooting and multi-tasking skills
        • Proven working experience as a customer service manager, multi-unit retail or food & beverage manager. Experience in providing customer service support

          Benefits

          Health Insurance, Dental Insurance, Vision Insurance, Life & AD&D, Paid Vacation and Sick Time

Keywords: Kitchen United, Pasadena , Senior Customer Success Manager, Executive , Pasadena, California

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