Client Success Manager - GRUBBRR

Client Success Manager

We are seeking a strong Client Success Manager to join our team of outstanding professionals. This is an ever evolving position at GRUBBRR with lots of room to grow personally and professionally. Your initiative, assertiveness, and outgoing enthusiastic attitude will be key components to your success.

About the position:

Reporting to the Director of Client Success within the Client Success Team, you will be the primary interface that is responsible for building and maintaining long-term relationships with clients, ensuring they achieve their desired outcomes, and maximizing the value they get from GRUBBRR's products and services. Promoting customer retention and reducing churn via product development support, proactive problem solving, building client relationships, managing the customer life-cycle, tracking success, upselling and cross-selling, establishing and tracking client KPIs, and action planning are some of the key elements of this position.

Responsibilities:

• Develop relationships with key stakeholders and become an expert on a client’s implementation by understanding their goals and priorities
• Help clients achieve their financial & technical goals by providing timely, proactive recommendations that will benefit their ongoing GRUBBRR usage
• Communicate effectively with external and internal resources to provide timely updates
• Advocate for innovation and early adoption of platform capabilities with software updates and best practices recommendations
• Supervise and identify trends in GRUBBRR adoption and utilization, and provide guidance as the subject matter expert
• Communicate as an intermediary between the GRUBBRR Engineering and Support teams as well as your clients to address product feature/technical hurdles
• Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies
• Provide proactive Communications in the event of a service degradation or disruption.
• Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and client satisfaction
• Provide timely account or issue level summaries both internally and to the client
• Identify and collaborate with internal teams to ameliorate renewal risks for both license and success plans 
• Demo existing unused Grubbrr capabilities/functionality
• Contribute and collaborate internally to the GRUBBRR team, share knowledge and best practices with team members, contribute to internal projects and initiatives and serve as the customer use-case Subject Matter Expert (SME) for specific technical or process areas
• Be a stakeholder and practitioner in GRUBBRR’s Core Values

Qualifications:

• BA/BS Degree (or equivalent)
• 3-5 years of relevant work experience in one or more of the following: Payment Processing Systems, Technology Consulting, Customer Success, and Enterprise Software
• Comfortable in dealing with IT systems that support end to end business processes across the clients’ value chain
• Large scale implementation experience involving attention to configuration management of technology
• Navigate, call out and lead efforts on sophisticated client requests or projects involving multiple parties and enterprise systems
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Ability to prioritize, multi-task, and perform effectively under pressure
• Skills for both analyzing technical concepts and translating them into business terms, and for mapping business requirements into technical features
• Solid understanding of business processes (Sales, Service, Marketing, Support) business applications and automation
• Basic understanding of software development process and of software design methodologies
• Second language is a benefit.
• Work location - Boca Raton, FL.

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