Job Description

Managing restaurant accounts via Salesforce case assignment, AT Risk resolution, proactive touch base campaigns, and building positive relationships using Zoom and telephone communications with timely follow-up using professional email communications. Identifying customers'  needs, clarifying information, researching every issue, and providing solutions.  You will be responsible for overseeing a particular team or product, with an emphasis on task completion and merchant education on the system and resources available to them. Assisting team members with properly helping merchants navigate SpotOn departments to resolve any outstanding issues. 

Responsibilities

• Path of escalation for Grade B accounts using collaboration, coordination, and facilitation of other teams to ensure permanent and acceptable resolution is delivered.
• Manage all escalations, retention, and At Risk for Grade B accounts and support Grade B in collaboration with CSM 1.
• Committed to focusing efforts toward a proactive approach toward retention to avoid serious escalations by establishing early relationships and trust to quickly identify potential pain points before the retention or escalation phase.
• Increase merchant satisfaction while meeting all KPI’s/metric standards as relayed by Client Success leadership, introduction and touch base communication, and meeting all imposed deadlines
• Monitoring self-performance initiating action to strengthen the team and assisting in peer-to-peer training
• Retention of accounts that are at moderate to high risk for cancellation
• Follow through the entire inquiry process to a permanent resolution to ensure full customer satisfaction.
• Coordinate, collaborate and facilitate with all SpotOn departments to ensure merchant requests/concerns are handled timely and appropriately.  
• Update and maintain client accounts with exceptional record keeping for partner visibility to preserve the  existing business. 
• Vigilant oversight regarding accounts At Risk related to alerts showing client requests/issues or potential cancellations.
• Impeccable emotional intelligence and customer service skills including strong written and verbal communication. A Customer Success Manager should have a thorough knowledge of the industry and be a credible authority in that domain
• Excellent understanding of all CS Protocols/Guidelines to support and resolve any unforeseen escalations or pain points discovered during client touch base/communication.
• Actively responding to emails, updating status of cases in SF (24 Business Hour SLA ), active in Slack and Gmail. 
• Proficient with all SpotOn applicable software applications such as SalesForce, HUB, Tableau, Metabase, Client Dashboards, & RPOS
• Retention of accounts who are at moderate to high risk for cancellation
• Follow through the entire inquiry process to a permanent resolution to ensure full customer satisfaction.
• Increase merchant satisfaction and account retention by meeting and exceeding daily/weekly/monthly metrics/KPIs to be provided under separate cover and subject to change with notice 
• Strengthened relationships with strategic clients through proactive engagement, leading to increased referrals software & hardware lead generation, business reviews, and positive testimonials. 
• Attain targets against revenue growth, retention, and strengthening partnerships acting as an Account Manager
• Ability to keep a steady pace and meet daily/weekly deadlines and performance expectations to manage Caseload and portfolio direct requests timely, accurately, and with creative solutions to fully satisfy client base.
• RISK- Review and handle various Risk related requests and issues such as accounts on HOLD due to bank/legal or other requests.
• Trustpilot, Capterra, & ONLINE SOCIAL REVIEWS: Review, investigate, offer solutions, and formally respond. Resolve to all parties' satisfaction and encourage receiving 5 star reviews.
• Increase merchant satisfaction while meeting all KPI’s/metric standards as relayed by Client Success leadership such as adequate weekly talk time, responding to cases with 24 business hours, updating cases within 24 hours business hours, introduction and touch base communication, and meeting all imposed deadlines set by ACSM
• Competency and ability to negotiate settlements as waived software fees or refunds independently up to $500.00 in value or 3 months SAAS without management intervention.

Requirements

• Impeccable emotional intelligence and customer service skills including strong written and verbal communication. 
• A Customer Success Manager should have a thorough knowledge of the industry and be a credible authority in that domain
• Familiar with Restaurant POS software, features, and capabilities including reporting
• Experience managing group of clients in a management or leadership position highly preferred
• Ability to keep pace with large caseload for assigned client accounts and general case management experience 
• Must have excellent verbal and written communication skills to appropriately manage both  internal and external partner relationships  
• High degree of emotional intelligence required for negotiation, problem-solving, and retention strategy.  
• Any experience working in payment processing or knowledgeable of the banking/ financial industry is a plus 

Experience Requirements

• Any prior Client Success experience is desirable
• 1+ years of restaurant experience is highly preferred 
• At least 1 year working at SpotOn
• 6+ months of experience in Restaurant Implementation or Support preferred
• General knowledge of restaurant operations
• 3+ years of experience working in a Customer Service Support environment is highly  preferred 

Physical and Mental Conditions Requirements

• Must be able to remain in a stationary position a minimum of 80% of the work day
• Able to effectively manage difficult client situations and have the emotional capacity to see merchant frustrations objectively
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Rarely, but may, when working onsite occasionally lift and carry equipment in the office weighing up to 20 pounds

#LI- Onsite