Partner Success Manager

  • Benjamin Douglas
  • Miami, Florida
  • Jun 09, 2021
Full time General Managers and Management Executives

Job Description

Job Title: Partner Success Manager

Location: Miami, FL

Start: ASAP


  • Perform customer deployment and implementation activities, and provide best-practice coaching as related to the suite of products
  • Close work and strategize with national Channel Partners through onboarding, training, sales, support and project management engagements
  • Provide occasional customer technical support (onsite and/or remote) including responding to incoming L2 Partner Support or direct restaurant calls regarding product problems, service questions and general concerns.
  • Assist with quality control checks to ensure expectations are being satisfied for customers, and that the highest level of service is being delivered
  • Work with the product team to stay updated on product knowledge and be informed of new functions that can benefit all customers
  • Develop and maintain detailed project plans, issues logs, and status reports as needed.
  • Assist with on-boarding new employees and training them based on your expertise and skill set
  • Impact the company's bottom line by monitoring partner or customer satisfaction levels and continuously striving to deliver excellent customer service
  • Continuously promote full usage of the platform by proactively offering relevant features and configurations, and relaying to our partners and restaurant customers new & upcoming software enhancements.

Required Skills/Experience:

  • Experience and knowledge of the restaurant industry, preferably in a management role within a full-service restaurant
  • Experience with software solutions that cater for the restaurant/retail operators (POS systems), and demonstrated ability to learn new software programs quickly
  • Analytical and technical skills, specifically as related to solution-designing, network configurations, advanced iOS and different platforms knowledge
  • Experience in a training/implementation/technical support role
  • Excellent customer service attitude and communications skills
  • Attention to detail, with the ability to understand and escalate issues efficiently and appropriately
  • Ability to organize and serve the needs of multiple customer accounts. Multi-tasking and Time Management Skills
  • Ability to travel up to 50%

Preferred Skills/Experience:

  • 3 years' experience in a training/implementation/technical support role
  • B.A/B.S or higher
  • Channel/Partner relationship and project management experience, preferably in hospitality or retail POS verticals
  • Possess outstanding decision making and analytical skills
  • Familiarity and experience with Mobile solutions, and basic networking