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Director of Customer Success at ElaCarte
Redwood City, CA, US
The Director of Customer Success is focused on all aspects of ensuring Presto’s breakthrough solutions maximize value to our restaurant partners, their guests and their staff. The restaurant industry is a thin-margin business where every dollar and every guest counts, and at Presto we aim to help our partners win by leveraging our powerful tools. 
 
Our team is growing, and we are looking for a phenomenal director to provide the highest level of service and guidance to customers using Presto’s Front-of-House Technology Platform. The Director of Customer Success will be responsible for helping to grow our CS team and processes, while managing a set of customer accounts to drive adoption and measure KPIs to track success, and to help grow our The ideal candidate will have 3+ years of previous experience growing top performing customer success and experience accounts within a data and/or software-as-a-service business.

As a Customer Success Director you will:

    • Design and implement best practices for building long-term strategic relationships with our customers
    • Influence and educate customers to align them on best practices. Identify ways to optimize each step in the customer lifecycle and drive engagement
    • Ensure all customers have a clearly defined value proposition and are measuring benefits. Track and analyze new KPIs that can drive success across the organization, and adjust operational processes to hit these new KPIs
    • Promote a customer-centric mindset Systematically report on key metrics across accounts
    • Partner with Sales and Accounts to renew and expand customer contracts
    • Work closely with internal team to relay customer needs, pain points, and experiences to drive product strategy, roadmap, and prioritization
    • Work with Marketing to contribute to customer reference program

Qualifications:

    • 5+ years experience in enterprise B2B organizations
    • 5+ years experience in customer success & team management
    • Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies, including senior level executives
    • Have a high standard for excellence and feel a great sense of satisfaction when customers are successful
    • Naturally possess a high level of empathy and play close attention to the needs of customers
    • Are technically capable and can converse effectively with technical customers and internal teams
    • Strong understanding of business processes and their implementation into enterprise applications
    • Excellent organization, project management, time management, and communication skills; you’re detail oriented and have the ability to set priorities and be flexible in a changing environment
    • Ability to quickly grasp and distinctly explain technological and business concepts
    • Experience with cloud-based/SaaS solution offerings
    • Willingness to 'roll up one's sleeves' and assist wherever needed
    • Desire to innovate to continue improving the way Presto serves its customers
    • Restaurant and/or restaurant technology experience a plus
    • Ability to travel up to 40%