Customer Success Manager, QSR Vertical - Harri.com : Job Details

About Harri:

Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First-driven individuals who want to exceed the expectations of those who experience our brand.

If you're a builder, or problem solver, and love the fast pace of a startup, it's time to meet the Harri family.

Who you are:

Customer Success Managers are responsible for managing enterprise customers after successfully onboarding them onto the Harri platform. You will be the Success manager as well as the trusted consultant to hospitality industry customers, within our QSR vertical.

Our Customer Success Managers are responsible for ensuring that key relationships with our clients are developed and maintained; assisting them post 'go live'. They take the time to get to know their clients and their business needs, to ensure they are getting the most of their investment in Harri.

Key Responsibilities:

* Customer Success Managers are responsible for developing and retaining positive relationships with Harri clients.

* Fostering relationships with key accounts and internal teams to drive action.

* Developing relationships to serve as a trusted consultant with customers to optimize their loyalty and marketing strategy.

* Monitoring usage and product adoption, proactively contacting clients to deliver coaching/training to improve their utilization.

* Understanding how to build and present Harri's value story using data and insights.

* Driving growth with existing customers, identifying upsell and cross-sell opportunities and therefore generating new revenue.

* Understanding, adapting to and helping to develop Harri's ongoing product and technology developments.

* Communicate regularly with the customer to evaluate satisfaction

General Activities Include but are not limited to the following:

* In collaboration with our Go-To-Market teams, identify upsell and cross-sell opportunities that will enhance the client experience and improve their business operations.

* Create Success plans with Senior Leaders of the business to showcase ROI and reduce churn risk.

* Be the escalation point for issues and work across Support and Technical Support teams to ensure resolution and that SLAs are met.

* Identify product adoption opportunities and showcase with the client through Executive Business Reviews that will determine next steps and enhance the customer's Success plan.

* Schedule Executive Business Reviews with the client on a 6 month basis and weekly/biweekly/monthly Success meetings dependent on health and risk of the account.

* Own the renewal process for your book of business and work with cross functional teams on contract renewals and billing reconciliation.

* Create NRO (New Restaurant Opening) opportunities for the client in collaboration with Implementation and Accounting teams to ensure that all relevant locations are billed accordingly.

Experience and Skills:

* Bachelor's Degree

* An ambitious, and self-motivated team player who is comfortable working in a fast-paced environment, and is ready to grow with a company

* Strong attention to detail with excellent analytical, written, problem solving skills.

* 3+ years in a customer-facing role at a SaaS Software company, HCM and/or payroll experience.

* Experience working with Quick Service Restaurant (QSR) concepts

* Experience in the hospitality industry in an operations, general manager, or other operational role.

* Experience using G-Suite, Salesforce, Zendesk and/or other CRM tools.

* Please note this job description is not designed to cover or contain a complete listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time.*

The salary range for this position is $80,000-$95,000 (USD).