Senior Customer Success Manager

Summary

Join Presto, a leading provider of AI and automation solutions for the restaurant industry, as a Sr. Customer Success Manager. You will be the primary point of contact for valued customers, ensuring their satisfaction and success with our AI solutions. This role involves strategic thinking, building strong customer relationships, and guiding clients to maximize product benefits. You will organize customer visits, gather feedback, and collaborate with cross-functional teams to improve products and strategies. The position requires experience in customer-facing roles, leadership, and proficiency in CRM software. Presto offers a competitive salary and benefits package.

Requirements

• Bachelor's degree in Business Administration, Marketing, Hospitality, or related field or commensurate years of on the job experience in QSR (Quick Service Restaurant) roles
• Proven experience in a customer-facing role, such as Customer Success, Account Management, or Sales, preferably in the technology or hospitality industry
• Experience in leadership roles including training and development
• Willingness and ability to travel up to 70% of the time to customer sites
• Excellent communication skills, both written and verbal, with the ability to articulate complex concepts in a clear and concise manner
• Strong interpersonal skills and the ability to build rapport and trust with customers at all levels
• Demonstrated problem-solving abilities and a proactive mindset in addressing customer needs and challenges
• Ability to work collaboratively in a fast-paced, cross-functional environment, with a strong sense of organization, accountability and ownership
• Proficiency in CRM software (e.g., Salesforce) and Google Suite

Responsibilities

• Using KPIs, store product performance and customer sentiment to identify, determine, and organize customer visits that are needed
• Serve as a point of contact for assigned customers, understanding their needs, challenges, and goals
• Proactively engage with customers to provide ongoing support, guidance, and training on Presto's AI solutions
• Share customer feedback, insights, and your own observations (of Presto’s products and users) with your colleagues and the cross functional team to inform account engagement and product strategy
• Assist in creation and communication of customer visit and sentiment recaps to the customer executive stakeholders and internal Presto leadership teams
• Address customer inquiries, concerns, and escalations in a timely and professional manner, striving to achieve resolution and exceed expectations
• Monitor customer usage patterns and performance metrics to identify opportunities for improvement and upsell additional products or services
• Conduct manager training sessions prior to new location product launches
• Via site visits and customer calls: Communicate the key benefits Presto’s solution offers to the customer​
• Collect feedback on product issues, reporting these back to the product team to help drive tactical improvements​
• Provide insights to front-line staff on how to best leverage the tech, to lower unnecessary early interventions​
• Educate and train onsite staff, managers and team on the Presto AI system
• Maintain accurate records of customer interactions and activities in CRM systems

Benefits

• Medical, dental, and vision insurance
• 401(k) program
• Paid-time-off (PTO)