Client Success Manager

Popmenu; City of Edinburgh; On-site; GBP 60,000 - 80,000; Full time

Job description

Are you passionate about helping clients make the most out of their product? Do you believe that successful client adoption is the foundation of a successful long-term partnership? Are you convinced that restaurant owners deserve technology that allows them to take back control from 3rd party platforms? Three times yes? Sounds like we found a match!

About This Opportunity:

We are looking for a talented Client Success Manager who will lead the growth, change, and success for our clients using Popmenu's platform. We need someone in this role who can bring a great toolkit of best practices to the table and who is equally passionate about paving the way for long term adoption of our platform. Our ideal candidate is also very curious, so let's talk about some details.

What's on Your Plate:

1. Client Success: Our Client Success Manager takes full ownership of ensuring that the adoption and retention of a portfolio of clients. That includes everything from speaking with clients about our tools, providing them best practice resources and supporting their growth. Our Client Success Manager is responsible for a net retention goal as well as upselling our clients who want to grow their partnership with us!
2. Support for Restaurant Owners: Whether it's general advice, billing issues, or questions about product functionality, our Client Success Manager ensures that our clients get all their questions answered in a quick and effective way. There is always lots to do!
3. Enablement Materials: Our Client Success Manager is not only reactive! They are passionate about creating engaging and helpful resources that our clients will love to utilize.
4. Product Liaison: Our Client Success Manager is the link between our product team and our clients and internal teams, because he or she can translate "features" into "customer needs" and vice versa. This role will ensure that clients and internal teams always have up-to-date information on new product functionality and updates.

Bottom line: In this role it is your responsibility to make sure that our clients find continued value in the Popmenu platform. So what are the skills we are looking for?

Requirements

What You Bring to the Table:

1. Excellent interpersonal/customer relations skills; clear and concise verbal and written communicator with the ability to effectively prevent or mediate conflict.
2. Entrepreneurial approach - a high degree of autonomy and self-motivation and a hunger to conquer unknown territory.
3. Experience negotiating and navigating subscription renewals and churn conversations.
4. Demonstrated organizational skills, proven ability to complete long-term goals and handling critical tasks and issues at the same time.
5. Natural curiosity and willingness to learn, whether it's new technical skills or understanding the client environment.
6. Proven success with rolling out products to clients, ideally in the restaurant industry.
7. 1-3 years of customer success experience.