Customer Service – Remote Jobs

Job Type: Customer Service from home
Location: California work from home
Company: PAR 

Position Description:

In order to ensure successful post-sales delivery and on-boarding/launch, the Senior CSM will collaborate closely with the senior executives of the client. This includes working with teams to successfully complete implementation efforts, maintain platform adoption, identify potential future add-ons, and undertake other fundamental platform support initiatives. You will be the client’s advocate in all facets of their engagement with Punchh by fusing extraordinary skills in developing rapport and relationships with senior-level stakeholders at a client account.

How You’ll Act

• Be the client’s advocate and quarterback by aggressively engaging with them.
• successfully establish and maintain an ARR book of accounts for various brands.
• Manage client relationships by leading monthly meetings and calls, suggesting marketing initiatives to increase brand sales and engagement, educating clients on platform features and capabilities, analyzing client data, and helping clients define and achieve annual program goals.
• Learn how to manage and deliver effective software adoption, critical KPIs (such as the outcomes of tests, marketing efforts, surveys, new modules, etc.), and any post-implementation initiatives using the Punchh platform.
• To best assist clients in achieving their goals, you should be able to identify, comprehend, and recommend campaigns on the Punchh platform based on your clients’ business objectives.
• Conduct quarterly business reviews (QBRs) with the marketing teams and C-level executives of their companies to assess performance and reaffirm the strategic requirements of the customers.
• Interact with clients and lead (1) the documentation, management, and reporting of progress in accordance with the client’s and Punchh’s agreement, (2) the assurance of a seamless transition from start-up to onboarding to support and maintenance, in accordance with best practices, and (3) product training for the client.
• Recognize and discover potential upsell possibilities by anticipating and comprehending the client’s needs.
• Be in charge of ensuring continued client retention and renewals.
• Support the sales team as needed throughout the pre-sales phase with potential customers.

What you’ll require

• 5-7+ years of experience managing large commercial and/or enterprise brand client accounts, preferably in the restaurant and/or convenience store sector, in B2B SaaS companies in the marketing, CRM, or eCommerce platform industry, or in digital marketing agencies. Ability to interact with and present to C-Level executives.
• Strong analytical abilities to examine client data, spot trends, and make strategic recommendations in line with them to further drive campaign outcomes in line with client objectives
• having worked in a marketing or business department for a significant enterprise brand, with experience in data analysis
• Attention to detail and flawless verbal, writing, presentation, and articulation skills
• Excellent time management abilities and the capacity to successfully manage several customers at once
• The ideal candidate has empathy for the client, has the ability to “read a room,” and can quickly pick up on signs that serve to solidify the client connection. They are a natural rapport-builder.
• Strong time management abilities and the capacity to adapt well to deadlines and time constraints. In a commercial SaaS software delivery environment, the ability to prioritize and triage conflicting priorities while maintaining focus on the effective delivery of client projects.
• Applying best practices consistently results in strong client renewal, retention, and upsell rates.
• a good mix of short-term milestones that get the organization closer to its long-term objectives and longer-term strategic thinkers.
• Highly data-driven and analytical, but also innovative and a creative problem-solver. excellent problem-solving abilities and experience presenting to senior executives are required.
• the capacity to cooperate across functional lines and exert indirect influence over other teams and people
• Ability to swiftly reach consensus with senior-level internal and external stakeholders and offer insightful, actionable recommendations
• a cooperative, vivacious, insightful, and tenacious personality
• Entrepreneurial, inventive, and self-starter in a hectic setting.
• embraces a strong feeling of ownership and accountability
• able to travel 25–35% of the time in the US.
• a business or marketing-related bachelor’s degree from a recognized university