As a Customer Success Manager at LIFELENZ, you are tasked with cultivating and overseeing a portfolio of owner-operator clients. Duties encompass customer onboarding, relationship management, and ensuring optimal product and service utilization of our AI optimized scheduling and forecasting platform, with a specific focus on the Quick Service Restaurant (QSR) industry. Collaborating closely with the sales team, the CSM ensures seamless transitions from sales to customer success. Additionally, they liaise with the professional services team for client onboarding and gather feedback from the product team to ensure alignment with customer needs.
Responsibilities includes but are not limited to the following:
• Work with the sales team to ensure a smooth transition from sales to customer success.
• Onboard new customers and ensure that they are getting the most value from our products and services. • Manage customer relationships and ensure that customers are satisfied with our products and services. • Collect and analyze customer feedback.
• Develop and deliver customer training and change management, identifying the optimal online, selfhelp channels.
• Identify and upsell new opportunities to existing customers.
• Gather feedback from customers and share it with the product team.
• Track and report on customer metrics, such as customer satisfaction, churn rate, and renewal rate.
• Collaborate with cross-functional teams, including sales, marketing, and product development to define Customer requirements and align solutions with Customer needs.
• Stay updated on industry developments and emerging technologies, identifying potential partnership opportunities to enhance the platform's capabilities.
Knowledge, Experience, and Qualifications
• Proven experience in Customer development, business development, or strategic alliances, preferably within the technology or software industry.
• Deep understanding of the QSR industry, including its dynamics, key players, and emerging trends.
• Strong network of industry contacts and an ability to quickly establish credibility with potential Customers. • Excellent negotiation and communication skills, with the ability to influence and build consensus at all levels of an organization.
• Strong analytical and strategic thinking abilities, with the capability to identify partnership opportunities and develop innovative solutions.
• Travel will be required to meet with Customers and attend industry events.
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