Strategic Customer Success Manager

About us :

Restroworks (formerly Posist) is a leading cloud-based enterprise technology platform that powers over 20,000 restaurants globally. Restroworks offers a unified cloud technology platform that streamlines restaurants' Front-of-House (FOH), Back-of-House (BOH), Integrations, Analytics, and CRM. Renowned restaurant chains, including Taco Bell, Subway, Carl’s Jr, Sbarro Pizza, are powered by the platform.

Restroworks is certified with ISO 27001, ISO 27017, ISO 27701, SOC1 Type 2, SOC 2 Type 2, and GDPR compliant. The company is a Great Place to Work-Certified™ organization, placing it among one of the top employers of choice.

Restroworks is on a mission to make global restaurants prosperous.

For more information, visit www.Restroworks.Com

Job Description :

If you are someone who picks up customer calls anytime anywhere.

Be a partner to your key accounts in their good, bad and ugly times.

Juggle between various teams to stuff done.

Customer satisfaction is your top priority.

Doing the difficult job of saying no to customer requests while fully aligned with splicing their key problem requires product and domain knowledge as well as conviction.

Empathy and understanding that any issue hampering operations needs to be resolved in a timely manner.

You don’t mind stepping into support team’s shoes and help the customer if need be.

Good account managers run business great ones build further, we expect you to get new logos through customer references.

Good writing skills as documenting MoM is important.

Conducting MBR / QBR’s is a

vital part of the role, mind of a project manager and heart of customer relations.

Frequent travelling / customer onsite visits is our bloodline.

Opportunity to be a part of some of the largest F&B events globally.

When you do all of above, upsell and cross sell become a part of the play for our as well as our customer’s growth.

You will be a jack of all trades, so that customer can reach out to you for anything

and everything. Therefore constant learning and good product knowledge is imperative.

Developing trust relationships with a portfolio of major clients. Acquiring a thorough understanding of key customer requirements and expanding the relationships with existing customers by continuously proposing solutions that meet their objectives. Should serve as a link of communication between key customers and internal teams. Delivering service and support to clients using phone, via remote connection or over the email and operating as the lead point of contact for any and all matters specific to customers. Playing an integral part in generating new sales that will turn into long-lasting relationships

Responsibilities :

• Develop a solid and trusting relationship between major key clients and company
• Collaborate with the Implementation teams to ensure that expectations set during the sales process are met in delivery
• Operate as a key customer advocate – develop and maintain strong relationship with customers with the goal of best in class customer success
• Coordinate with clients and decision makers to ensure timely contract and subscription renewals
• Strategic planning to improve client results
• Educate prospects and clients about Restrowork's products and services through presentations and product demonstrations
• Negotiating contracts with clients and establishing timeline of performance
• Collaborating with the sales team to maximize profit by up-selling or cross-selling. Planning and presenting reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and possible use in future case studies or company training
• Expanding relationships and bringing in new clients