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Customer Success Advisor

ParTech, Inc.

Customer Success Advisor

San Diego, CA
Full Time
Paid
  • Responsibilities

    Job Description

    CUSTOMER SUCCESS ADVISOR

    Hi there! Have you noticed that the restaurant industry is changing?

    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 restaurant technology to the top restaurant brands in the world we’re calling all rebels, instigators, idealists and builders to join our constantly growing team. If you’ve excelled at every job you’ve held but always thought something was missing, please, read on.

     

    POSITION DESCRIPTION

    This Customer Success Advisor role will focus on Partner Success for our Brink Channel Partner Resellers. Our Brink Channel Partner sell Brink and support Brink for tier 3 Brink users under reseller agreements with PAR. The Partner Success Advisor will focus on partner feedback, system data and partner engagement to limit partner and customer churn, build a pipeline of referrals for the channel sales team and share the partner voice within the organization. The Partner Success Advisor will work cross functionally with other PAR teams to ensure partners can successfully achieve their desired outcomes with PAR products and services.

     

    WHAT WE’RE LOOKING FOR

    • 2+ years' experience in a Channel Partner/Reseller relationship management role
    • 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.
    • 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.

     

    WHY WE NEED YOU

    • 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:
      1. Work with clients to establish critical goals, or other key performance indicators, and guide the customer in achieving their stated outcomes.
      2. Work to identify qualified upsell opportunities.
      3. Develop, prepare, and nurture customers for advocacy.
      4. Manage account related projects, inquiries and escalations, and leverage cross functional opportunities to resolve escalations for at risk customers
      5. 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.
      6. 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.

     

    WHO WE ARE

    PAR invented the FIRST point of sale terminal over 40 years ago, yet we operate much like a start-up at the forefront of restaurant technology.  PAR’s 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 our customers want technology that is open and fast that enables their ability to innovate.

     

    We’re looking for people who are hungry to go beyond the idea of ‘just a job’. PAR’s not for everyone though: We work hard, and we really reward success. We push ourselves and each other to be better every day. We’re ferocious in battle but gentle in spirit. We’re hands-on people. We keep our room clean and make our bed because details matter. We believe it is better to be fast than big, and that being both is best. We believe diversity creates strong systems and communities. We experiment. Sometimes we break things, but we learn quickly. We’re honest and our intentions are good. And we always offer the last slice of dessert to our guests. We’ve got each other’s and our customers’ backs no matter what.

     

    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!

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