Customer Success Manager

5 months ago

Toronto, Canada ResQ Full time

**ResQ **was founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their repairs and maintenance, empowering them to focus on their customers.

Repair and maintenance is the heartbeat of any restaurant's operations, yet the existing management methods are complex, expensive, and time-consuming. With ResQ, restaurants can simply get connected to qualified service providers, submit jobs, track progress, and pay, all in one place.

We are trusted by the world's leading restaurant brands and are venture-backed by top-tier global VCs - and we are just getting started

Hello Future ResQer

ResQ is looking for a **Customer Success Manager** to join our team and help us take ResQ to the next level. This is an exciting opportunity that provides high impact results. From a mission perspective, you will play a pivotal role by creating meaningful relationships with our customers and ensuring their overall satisfaction with our service.

We understand that joining a team is one of the most important choices you make, and adding a team member is one of the most important choices we’ll make. We want you to get to know us, and we want to understand how you approach problems, learn, and what motivates you.

We thrive on being transparent and we know Customer Success requires a certain interest and discipline, so we have included some questions to ask yourself to help you choose if this role is right for you at this specific time (if not, then let’s connect later)

Are you nodding your head with excitement at the idea of:

- Managing several customer accounts and fostering relationships
- Onboarding new customers and providing customer product training
- Listening to your customers and gathering ongoing feedback
- Being data and metrics driven

**What you will do**:
As a Customer Success Manager at ResQ, you will be a key player in ensuring the success and satisfaction of our valued customers (restaurant clients). You will be responsible for building strong relationships, understanding customer needs, and driving initiatives to enhance their overall experience and growth. **This role involves a combination of strategic thinking, customer advocacy, and effective communication.**
- **
Account Management**: Own and manage a portfolio of customer accounts, proactively identify and address customer concerns (identify and prevent customer churn), monitor customer usage and engagement to identify opportunities for growth, perform quarterly business reviews to understand customers' business objectives and challenges to identify opportunities for value delivery. Conduct regular needs assessments and check-ins with at-risk customers to ensure customer satisfaction improves over time. Develop and maintain strong, long-lasting relationships with key client stakeholders (from c-level to daily users, with a focus on increasing trust at the buyer-level - BBQ to Boardroom all the way)
- **Customer Product Training **:Be an active participant in the Onboarding process; ensure customers are comfortable using our platform from Day 1. Provide ongoing training and escalated support to help customers effectively use our products/services.
- **
Customer Feedback**: Gather customer feedback and insights to share with internal teams for continuous improvement. Address and resolve customer issues, escalating when necessary.
- **
Data Analysis**: Utilize customer data and metrics to track performance and identify trends. Provide management with regular insights and updates on customer success KPIs.
- **
Cross Collaboration **:Work closely with Sales, Marketing, Partner Success, Onboarding and Product teams to align customer success initiatives with broader company goals.

**Who You Are**:

- Bachelor's degree in Business, Marketing, or a related field OR 3 - 5 years of related experience.
- Proven experience in a customer support, customer success or account management role.
- Excellent communication and interpersonal skills.
- Strong problem-solving and critical-thinking abilities.
- Ability to manage multiple customer accounts simultaneously.
- Customer-obsessed mindset with a passion for delivering exceptional customer experiences.
- Strong organizational and time-management skills.
- Data-driven approach to decision-making.
- Familiarity with customer success tools and data platforms (Salesforce, Looker, etc).
- Adaptability and a willingness to learn in a fast-paced environment.

**How you will do it**:

- A self-starter: You wake up, form a plan, and get going
- Practice Extreme Ownership - including exhibiting a bias for action, a deep desire to understand all parts of our business, including our customers, and partners; taking risks, adapting and learning till you succeed; a mindset to persevere
- Be open to feedback; listen, learn, and i

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