Restaurant Magic – Customer Success Advisor
Hi there! Have you noticed that the restaurant industry is changing?
We’re PAR Tech, Restaurant Magic and our mission is:
To be the trusted partner of chain restaurants – helping them maximize margin through our purposeful, easy to use products and our team’s knowledge, passion and integrity.
As a leading provider of restaurant technology to the top restaurant brands in the world, we’re calling all visionaries, idealists and initiators to be part of our world-class growing team.  If you are passionate about excellence, serving restaurants and their technology and have excelled at every job you’ve held but always thought something was missing, please read on.
Now part of the PAR Tech family, we take our responsibility very seriously in supporting the PAR Tech purpose:  To deliver solutions that connect people to the restaurants, meals and moments they love.
PAR invented the FIRST point of sale terminal over 40 years ago, Restaurant Magic has been driving value to customer’s bottom lines for over 30 years ago, with our Data Central back office solution, yet we operate much like a start-up at the forefront of restaurant technology.  PAR’s solutions are used to serve tens of millions of guests every day in over 120 countries.  Our overall mission is to build the number one restaurant technology company in the world and we’re off to great start.  We believe our customers want technology that is open and fast that enables their ability to innovate.  We deliver this ever day at PAR Restaurant Magic because we are truly an Agile company
PAR Restaurant Magic is committed to providing an energetic and encouraging environment for its employees.  Located in Tampa, Fl Our values (People, Authenticity, Awareness, Dreaming, and Perseverance) directly reflect who we are as individuals and who we are as PAR people.  They define our character and drive our behavior toward reaching our common purpose: to recognize and unleash possibilities…for good with integrity.
POSITION DESCRIPTION:
We are looking for a qualified Customer Success Advisor to join the Customer Success Team at Restaurant Magic.  The right person in this function will be critical in ensuring our continued growth, help current customers receive maximum value from our product/services, and achieve our audacious goals.  This position will report to Director of Customer Success and have a direct impact relating information to our support teams, implementation teams, development teams, and executive team.  It will also help to drive the customer's voice in every decision we make and how the product is formed for the future.  Restaurant knowledge and any management-level experience in the restaurant world is a plus.
Our ideal candidate is goal-oriented, hospitality minded, has an eye for detail, a deep understanding of customer service best practices, and is mindful of the customer’s experience and struggles.  This role will serve as an advocate for our customers by helping to marry their needs with different facets of our software to create a win/win environment for all parties.  If you have exceptional organizational skills, draw energy from being part of a vibrant team, self-motivated, and have always wanted to be part of a culture that really cares, then we would like to meet you.
WHAT WE’RE LOOKING FOR:
• Bachelor’s degree in related field preferred
• 2-3 years prior experience in Customer Success or equivalent history of increasing customer satisfaction, improving retention, adoption
• Experience with software as a service, software, and/or technology companies a plus but not necessary.
• Prior work experience at a restaurant management / supervisory level, in a restaurant or with restaurant technology system’s.
• Experience using CRM (Customer Relationship Management) software (Salesforce, Dynamics) a plus
• Proficiency with Microsoft Office suite of software products (Outlook, Word, Excel, PowerPoint, etc.)
• Experience and or ability to deliver professional presentations and executive-level relationship management.
• Excellent communication and partnership skills which are essential for interacting and communicating with key stakeholders at all levels across the company to manage, inform, and influence outcomes.
• Ability to manage increasing levels of responsibilities and customer relationships.
• B2B relationship management with small, medium, and enterprise-level businesses.
• Impeccable written and verbal communication skills
• Detail-oriented, super organized, able to self-manage multiple tasks/projects, and adjust priorities on the fly.
• Strong team player; self-starter; problem solver
• You are relentlessly customer-focused; you demonstrate care for the customer; you direct your work; you own your projects and responsibilities; you take action today; you are courageous in the pursuit of excellence; you have no problem asking tough questions or working them into the conversations at the right time.
• Ability to travel periodically (15-20%).
WHY WE NEED YOU:
• Define and optimize customers’ journey
• Own overall relationship with assigned clients, which include:  Increasing adoption, ensuring retention, and satisfaction
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Develop, prepare, and nurture customers for advocacy
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Work to identify and/or develop upsell opportunities
• Advocate customer needs/issues cross-departmentally
• Respond to inbound customer inquiries by phone and email; communicate updates and resolution with customers
• Manage and track customer escalations with support, service and billing teams; communicate status and resolution to customers
• Support members of the Customer Success team with administrative duties
• Participate in special projects as needed
• Additional duties as assigned by manager
Quality: “Possesses an understanding of and performs work-related activities in accordance with and in support of the corporation Quality Policy”.
NOTE: This job description is intended to be illustrative of the position’s duties and should not be construed to be an exhaustive statement of the essential functions of the job.
Mid Level Employment Type: Full-Time