Customer Success Advisor - San Diego, United States - PAR

Description

Job Description

Job Description

Hi there 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 technology to the top restaurant brands in the world we're calling all rebels, instigators, idealists and builders to join our constantly growing team

PAR invented the first standalone point of sale terminal over 40 years ago, yet we operate much like a start-up at the forefront of restaurant technology.

Today, our solutions span Customer loyalty, engagement, restaurant management, payment services, drive-thru, and full POS integrations. These 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 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


Position:
Customer Success Advisor

Location:
Remote US

The Customer Success Advisor will focus on customer feedback, system data and customer engagement to limit customer churn, identify upsell opportunities with existing customers, build a pipeline of referrals for the sales team and share the customer voice within the organization.

The Customer Success Advisor will work cross functionally with other PAR teams to ensure customers can successfully achieve their desired outcomes with PAR products and services.

Job Responsibilities:
Own relationship with assigned accounts, while promoting customer retention, customer satisfaction and customer health.
Establish a trusted/strategic advisor relationship with each assigned account and drive continued value of PAR products and services.
Hold regular meetings with accounts to maintain the customer relationship and to:

Work with clients to establish critical goals, or other key performance indicators, and guide the customer in achieving their stated outcomes.

Work to identify qualified upsell opportunities.
Develop, prepare, and nurture customers for advocacy.
Manage account related projects, inquiries and escalations, and leverage cross functional opportunities to resolve escalations for at risk customers
Manage customer product expectations and submit feature enhancements on behalf of the customer. Coordinate customer communication of timelines and priorities with the Brink product team.
Share tools and resources to assist customers to manage their POS system according to product best practices.

Participate cross-functionally to expose gaps in the PAR/Brink customer experience and to raise awareness of the customer impact. Assist in rolling out customer facing process improvements.
Participate in special projects as needed
Report customer KPI's and other business metrics to Customer Success team and leadership.
Drive account team to exceed customer expectations and contribute to a high level of customer satisfaction.


What We're Looking For:

Education & Experience:

Bachelor's degree in business or related field and 3 years of experience in a Customer Success role or equivalent history of improving customer retention, customer satisfaction and customer health.

Minimum high school diploma with 5 years of related business experience of improving customer retention, customer satisfaction and customer health.

Skills:
Work experience with software as a service, software and/or technology companies
Work experience in hospitality industry or with a hospitality POS
Basic understanding of common customer success themes and terms
Demonstrated ability to create a Customer Success plan
Experience with CRM and/or CSM platforms (Salesforce, Dynamics, Totango, Gainsight) a plus
Strong working knowledge of business productivity tools
B2B relationship management with small and medium size businesses
Demonstrated strong oral and written communication skills.
Ability to effectively present information to small and medium sized groups
Demonstrated planning capabilities, project management and organizational skills.
Ability to summarize scenarios with multiple factors and formulate a sound plan that is customer focused
Uses good judgement within defined policy and procedure to act on behalf of the customer
Ability to manage multiple projects and customers and to self-direct day to day work product
Easily adaptable to new projects and competing priorities
Demonstrated care for the customer
Hospitality business experience and/or knowledge.
Ability to build positive working relationships, both internally and externally.

The base salary range for this position is $65,000 to $90,000 USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments.

The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact

If you'd like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.

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