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!

Title

Customer Success Manager

Location

Austin Preferred, Remote US

Reporting to

Director – Customer Success

About the role

Punchh is looking for a Customer Success Manager (CSM) who will join a world-class team of CSM’s who each own a portfolio of client accounts of brands in the verticals that Punchh currently has customers. The CSM will be responsible for managing the success of the relationship for long-term value and ensuring their customers’ success with the Punchh platform. The CSM works closely with the client for successful post-sales delivery and on-boarding/launch including partnering with teams for a successful completion of implementation efforts, continued platform adoption, identifying potential future add-ons and other basic platform support initiatives. By combining exceptional skills in building rapport and relationships with stakeholders at a client account with product knowledge, the CSM will be the champion for the client in all aspects of their journey with Punchh.

What You’ll Do

• Be the champion and quarterback for the client account, interacting proactively with them.
• Manage client relationships including activities such as spearheading regular meetings/calls, recommend campaigns to grow brand sales/engagement, train clients on platform features/functionality, analyze client data and assist with setting/meeting client annual program goals.
• Train on and learn the Punchh platform to manage and deliver effective software adoption and key metrics (e.g. results of tests, marketing campaigns, surveys, new modules etc.) and any post implementation initiatives.
• Perform discovery on and understand client's business objectives and offer campaign recommendations on the Punchh platform to help them best meet those goals.
• Conduct QBRs with their clients’ to review performance and refresh on their strategic needs
• Interface with clients and spearhead: (1) documenting, managing, and reporting progress as agreed by Punchh and the client; (2) ensuring a smooth transition from start-up to onboarding to support and maintenance, in line with best practices; (3) training the client on the product.
• Proactively anticipate and understand the client’s needs in order to identify and uncover potential upsell opportunities.
• Be responsible for ensuring ongoing retention of the client and renewals.
• Provide, as required, support to the sales team in the pre-sales stage with prospective clients.

What You’ll Need

• 2-3+ years of client account management experience in B2B SaaS companies in the marketing, CRM or ecommerce platform industry, or digital marketing agency managing commercial brand client accounts.
• Successfully manage and develop a book of accounts across multiple brands.
• Experience in marketing or a business function for a large enterprise brand in restaurants or retail.
• Impeccable verbal, written communication, presentation and articulation skills with attention to detail
• Natural relationship and rapport builder - the ideal candidate has empathy for the client, can “read a room” and immediately glean cues that help to solidify the client engagement.
• Strong time management skills and the ability to respond well to time pressures and deadlines. Ability to prioritize and triage competing priorities and maintain focus on successful delivery of client projects in a commercial SaaS software delivery environment.
• Consistent success applying best practices to achieving high client renewal, retention rates, and upsells.
• Good balance between a longer-term strategic thinker coupled with more short-term milestones that advance the company towards the longer-term goals
• Highly analytical and data-driven, but also a creative problem solver and innovator. A solution-finder mentality, strong problem-solving skills, with experience presenting to senior executives.
• Ability to work cross functionally and influence cross-functional teams and individuals without direct authority.
• Ability to make thoughtful, actionable recommendations and quickly build consensus with senior-level internal and external stakeholders
• Entrepreneurial, creative, resourceful, self-starter in fast-paced environment.
• Embraces a strong sense of accountability and ownership
• Able to travel 15-20%
• Bachelor’s degree in Business or Marketing from an accredited institution

The base salary range for this position is $70,000.00 to $90,000.00 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.

#LI-Remote

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

Job Tags

Similar Jobs