Job Description

Position Summary:

We are seeking an experienced and ambitious Customer Success Manager (CSM) to create long-term, trusting relationships with our SMB customers. As a key member of our team, you will be responsible for owning a portfolio of assigned customers and ensuring those customers achieve their desired outcomes while maximizing their value from our products and services.

Success in this role will be measured by your ability to drive customer satisfaction, retention, and growth, and collaborate with cross-functional teams to enhance  customer experience. If you are a dynamic and results-oriented Customer Success Manager who thrives in a fast-paced environment, we invite you to join our team and play a pivotal role in driving our company’s growth and success.  

Reports to: VP, Customer Success

Responsibilities:

• Develop a strategic and trusted advisor relationship with key accounts, customer stakeholders, and executives  
• Build and  maintain strong, long-lasting customer relationships  
• Work strategically with internal Account Executives to help them  identify , grow, and develop new business with existing customer portfolio  
• Partner with Implementation team to ensure customers onboard successfully and achieve the fastest path to value against their desired outcomes  
• Negotiate renewals and close agreements to maximize profits with a high focus on multi-year agreements  
• Develop detailed account plans with retention and expansion strategies  
• Facilitate Business Reviews and Quarterly Performance Reviews for customers  
• Ensure the  timely and successful delivery of our solutions according to customer needs and objectives  
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders  
• Assist with challenging customer requests or issue escalations as needed  

Requirements

• Restaurant Industry knowledge preferred  
• Proven work experience as a Customer Success Manager or Account Manager preferred  
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level  
• Solid experience with CRM software (Salesforce preferred), Microsoft Suite, and Google Suite  
• Experience delivering client-focused solutions to customer needs  
• Proven ability to juggle multiple account management projects at a time, while  maintaining sharp attention to detail  
• Ability to independently analyze and leverage data to make a persuasive argument or generate a compelling customer value / customer ROI narrative  
• Creative, resourceful, detail-oriented, and well-organized  
• A strong team player and resourceful individual who thrives in a fast-paced, high-growth environment  
• Passionate about providing an exceptional customer experience  
• Excellent listening, negotiation , and presentation abilities  
• Strong verbal and written communication skills
• BA/BS degree a plus  

Our Values:

Black Box Intelligence™’s core leadership principles directly support our employee’s empowerment and growth. We are guided by a set of core values that are more than just a poster on the wall.

· One Team - I am more than my department and will behave as such

· Do Good – I will leave it better than I found it

· Dream Big – Big visions lead to big results; take risks

· Ignite Fire – I am passionate about the restaurant industry and the people in it

· Own It – I take ownership and am relentless in my pursuit of excellence · Inspire Trust – Every interaction inspires trust

Black Box Intelligence is committed to building diverse teams and upholding an equal employment workplace that is free from discrimination. We hire amazing individuals regardless of their race, color, ancestry, religion, sex, gender identity,national origin, sexual orientation, age, citizenship, marital status, pregnancy, medical conditions, genetic information, disability, or Veteran status.

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