punchh Remote United States Full-time 2024-02-05

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!

 

Position Overview 

PAR MENU is looking for an experienced Senior Customer Success Manager adept at developing strong and long-lasting relationships with enterprise restaurant groups within our live customer portfolio. The essence of your role is to work closely with our customers’ senior executives to help them achieve their digital ordering and operational goals through our platform’s offering. As you acquire a high level of expertise in using our platform you will guide our customers to gain autonomy in operating our platform and to continuously adopt its full range of capabilities while identifying potential future product add-ons as well as other operational platform initiatives. By combining your exceptional relationship building skills with product knowledge and an analytical mindset, you will be the champion for PAR MENU’s customers in all aspects of their journey with us.

  • Facilitate a seamless post Go-Live transition from onboarding to Customer Success, ensuring a smooth and efficient process.
  • Serve as the primary advocate for customers, actively engaging with them to address any operational knowledge gaps within the PAR MENU platform, fostering self-sufficiency in platform operation.
  • Cultivate and nurture customer relationships through a series of Strategy Sessions, sharing data-driven proposals for better adoption and performance growth, aiding them to define and achieving their annual objectives.
  • Align customer objectives with PAR MENU's suite of products and functionalities, offering tailored recommendations based on industry best practices and customer insights while also identifying upsell opportunities.
  • Continuously update expertise on both existing and new features within the PAR MENU platform to proficiently address customer inquiries.
  • Conduct Quarterly Business Reviews (QBRs) with customers' marketing, operations teams, and C-level executives to assess performance and align with their strategic goals.
  • Act as the primary escalation point for customers facing any support-related challenges, ensuring prompt and effective internal prioritization
  • Spearhead efforts to ensure ongoing client retention and successful renewals through dedicated account management strategies.
  • Collaborate with PAR Sales Account Manager for Customers along with other PAR product Customer Success Managers when appropriate.

 

Position Location

USA Remote 

 

Compensation

The base salary range for this position is $100,000 to 120,000 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.

 

 

What You'll Need

  • 7-10 years of client account management experience in B2B SaaS companies in the marketing, CRM or eCommerce platform industry, or digital marketing agency managing large enterprise brand client accounts.
  • Experience and skills with engaging with and presenting to C-Level executives
  • Strong analytical skills to analyze client data, identify trends, and be able to provide strategic recommendations accordingly to further drive campaign outcomes in line with client objectives
  • Experience with deep data analysis skills; and in a marketing or a business function for a large enterprise brand in restaurants and/or C-Stores
  • Impeccable verbal, written communication, presentation, and articulation skills with attention to detail
  • Great time management skills with the ability to effectively manage multiple customers simultaneously
  • 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 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 up to 15-35% in the US
  • Bachelor’s degree from an accredited institution

 

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.