🕒 yesterday
As a Customer Success Manager, you will strategically partner with high-growth Mid-Market and Enterprise accounts to drive adoption and maximize value from Sisense's AI-driven analytics solutions.
Enterprise Customer Experience Specialist
📅 Jun 29, 2023
Customer SupportProject ManagementPOS IntegrationsRestaurant Operations
📜 Description
- Monitor all tickets, chats, and calls from assigned enterprise clients to ensure team KPI performance, including timely, accurate, and comprehensive responses and resolutions.
- Escalate cases as needed, helping Support agents and team leaders understand heightened sensitivities of particular clients and/or cases.
- Take ownership of cases as needed.
- Serve as project manager of difficult and high-priority customer needs, marshalling resources from Customer Success, Development, and Product to ensure organizational alignment and comprehensive solution delivery.
- Meet monthly with customers to review open support cases and understand their top priorities.
- Collaborate with members of CSM and Onboarding teams to ensure Customer Success strategic alignment.
🛠️ Requirements
- One year of standout performance as R365 Support agent preferred.
- Expertise in POS integrations, Operations, Accounting, or Workforce, and general working knowledge of other disciplines preferred.
- Three years of restaurant operations experience preferred.
- Three years of distinguished customer support experience preferred.
- BA preferred.
- Extreme flexibility with daily priorities and ongoing initiatives.
- Comfort collaborating with members of senior leadership.
- Exceptional communication.
- Exceptional project management skills.
- Exceptional troubleshooting skills.
✨ Benefits
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
Full job description
Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!
The Enterprise Customer Experience Specialist is the primary support point of contact for one or more high-profile Premier customers assisting them with support related aspects, features, and specifications. The Enterprise Customer Experience Specialist will possess customer-facing skills to forge relationships that represent R365 well within a customer’s environment and drive discussions on incidents, cases, best practices, and risk management to resolve support related issues and challenges to enable a comprehensive solution for customers. In this role, the Specialist will act as the voice of the customer within R365 to escalate problems and drive prioritization of business-critical needs for our customers.
Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!
Internal Employees - R365 is committed to growing talent from within. If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions.
DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.
How you'll add value:
What you'll need to be successful in this role:
R365 Team Member Benefits & Perks
This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday and Wednesday
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