Client Success Manager

TouchBistro is looking for a Client Success Manager to focus on providing the best customer experience possible for our high value customers. In this role you will ensure that your portfolio of customers use TouchBistro’s suite of products and services to benefit their business with the highest possible level of customer satisfaction. 

To be successful in the role, you will address any concerns, issues or adoption gaps and collaborate internally with Sales, Professional Services, Customer Care, Product, and Support teams to deliver resolution in a timely manner. Your goal will be to retain and grow accounts through the identification of renewal, upselling, and cross-selling opportunities. Your success will be demonstrated through customer satisfaction, improved NPS metrics, revenue retention, and product penetration.

What You'll Do

• Own all aspects of your customer portfolio; you’ll know your customers, their goals and motivations, and you’ll have a clear understanding of how you can deliver results that ensure their long-term success and growth
• Provide a customer experience that yields renewals, growth, expansion, and references 
• Develop a thorough understanding of the requirements and technical issues associated with each customer in the portfolio
• Form strong partnerships with internal teams (Install, PS, Product, Development, Sales, Support and Customer Care) 
• Drive usage and adoption of the platform/products and communicate best practices
• Advise on possible product enhancements relevant to the customers in your portfolio
• Develop and provide release management roll out plans for high value customers
• Support the onboarding team at the various stages of the onboarding process by providing expertise
• Identify opportunities for business expansion throughout the life cycle of the customer and follow through to sales closure

What You Bring

• You have a university/college degree
• You have 2+ years client/account management experience
• You have hospitality/restaurant industry experience
• You are comfortable with ambiguity and working in an evolving environment and role
• You have strong business acumen and proven ability to influence decision makers in various sizes of restaurant settings
• You have experience working in a metrics driven environment
• You are comfortable leading difficult conversations, building quick rapport and set expectations with all levels of the restaurant team including the owner
• You have Excel and Salesforce reporting experience
• You have Tableau experience (nice to have!)
• You are technically inclined with the ability to have complex technical conversation with experts to help resolve problems while translating this information back to the end user in an easy to understand way