Customer Outreach Specialist

TouchBistro is looking for a **Customer **Outreach Specialist** to join our Customer Success team In this role you will embody our customer-first vision by achieving amazing customer satisfaction results. You will focus on enhancing the customer experience by leading and expediting onboarding journeys with disengaged customers. In addition you will work closely with leadership to report engagement activities, onboarding performance and updates on onboarding coordination for our high value customers.

**Your Day-to-Day**
- Proactively perform outbound outreach activities with customers that have disengaged in the onboarding process with the goal of reviving their commitment to their go live date
- Work closely with the Professional Services department to engage customers in an efficient, scalable, and high-quality manner; including taking inbound calls to maximize contact rates and expedite next steps
- Guide the customer though the onboarding process and take a proactive approach in booking next meetings as needed
- Form strong partnerships with internal teams (Install, Product, Development, Sales, Support and Customer Care) to complete any outstanding inquiries before the Implementation Consultant reengages with the customer
- Identify reasons why customers are unresponsive or not going live and communicate enhancements to leaders on improvements needed to the processes
- Ensure all activities are recorded, tracked and are accurate in Salesforce
- Produce periodic reports tracking the outcome of outbound engagement activities and the performance of the onboarding process

**All About You**
- You have 1+ year customer service experience in a high pace environment
- You have the ability to articulate complex information in simple terms, for various audiences
- You have experience appropriately setting and resetting expectations with stakeholders
- You feel comfortable leading conversations and building quick rapport with all levels of organization
- You have a track record of success with large volume of contacts and follow-up activities
- You have the knowledge of the restaurant industry (nice to have)

**What We Offer**

At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.
- The Perks:_
- Company equity
- Generous PTO policy
- Career progression & professional development
- Linkedin Learning membership
- Volunteer program
- Health, dental, and vision benefits
- Monthly lunches
- Summer employee appreciation days
- Parental leave & top up
- Flexible work-from-home policy
- Home office setup assistance
- Beautiful, brand new office spaces in the heart of downtown Toronto (our HQ) & Chicago

**About TouchBistro**

TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren't. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.
- TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process._
- For applicants who are California residents, California law requires that we provide y_ou _this notice_ a_bout the collection and use of your personal information. We encourage you to read it carefully._