Key Account Customer Success Associate

Job Description

Job Description

The Customer Success Associate is the main point of contact with our merchants and helps deliver a great customer experience. The role will actively work with restaurants and help them succeed through various initiatives, such as continuously improving their product knowledge, giving strategic recommendations on using POS features, and coordinating with local ground teams during on-site support visits, with the goal of improving customer retention. The role also drives discovery of upsell and new customer opportunities through building long term relationships with restaurant partners.

What You'll Focus On :

• Product Adoption-Manage a book of restaurants and help restaurants be more successful at using our POS products and features through calls and guiding them to appropriate self-serve resources and tutorials
• Discover upsell opportunities and upsell additional products and features
• Customer Retention-Assist key restaurant customers with issues, proactively check-in with restaurants to anticipate potential issues, and route them to the appropriate department
• Coordinate with local teams if on-site service is needed, such as new installations or on-site repairs

What You Bring :

What We Offer