Location
Boca Raton, FL | United States
Job description
Do you thrive in a fast paced, entrepreneurial environment? If so, read on! This is your opportunity to join GRUBBRR, an award winning FinTech startup that is exploding with growth and embarking in partnerships with some of the world’s most recognizable brands. We are changing the way the world does commerce, revolutionizing the industries we serve with solutions to be used by millions of people around the globe. All we are missing is you!
We are seeking a strong Client Service Manager to join our team of outstanding professionals. This is a new and evolving position at GRUBBRR with lots of room to grow personally and professionally. Your initiative, assertiveness, enthusiastic attitude and desire to work with a fun group of people will be keys to your success.
We offer:
- Great culture. We have a fun, collaborative environment where everyone shares a passion to win
- We are an industry leader with a great product that is in high demand
- World Class Leadership Team
- Beautiful, brand new office – modern & spacious, complete with a 'Zen garden' & an indoor basketball court
- The opportunity to be a true entrepreneur
- The opportunity to be part of something that is revolutionizing industries
- Please visit us at to learn more!
About the position:
Reporting to the COO within the Customer Success Team, you will be responsible for giving life and structure to the customer management process as well as positioning us for success as we grow. The Client Success Manager is the primary interface that is responsible for the development of long-lasting business relationships with new and current GRUBBRR customers. The role will ensure customer delight via superior support to new and current GRUBBRR customers, identify and up-sell to clients in their assigned territories. Product development support, customer service, customer retention, sales skills, follow-up and action planning are key elements of this position.
Key Responsibilities:
- Develop relationships with corporate customer stakeholders in our customer organizations and become an expert on a customer’s implementation by understanding their top business goals and priorities.
- Help customers achieve their financial & technical goals by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Grubbrr.
- Attain Trusted Advisor status with both key business and technical decision makers.
- Identify key industry business process areas for opportunity to use the Grubbrr platform.
- Advocate for innovation and early adoption of platform capabilities with our release schedule through customized release reviews.
- In support of the Customer Success Strategy, supervise and identify trends in Grubbrr adoption and utilization, Success Plan adoption and utilization, providing guidance as part of Quarterly Success reviews.
- Proactive liaison and focal point into Grubbrr Technology and Product teams and Technical Support Team, 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 customer satisfaction
- Provide timely account or issue executive level summary status reports both internally and to the customer.
- Identify and collaborate with internal teams to ameliorate renewal risks for both license and success plans subscriptions.
- 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.
Experience Desired:
- 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 customers’ value chain.
- Large scale implementation experience involving attention to configuration management of technology.
- Navigate, call out and lead efforts on sophisticated customer 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.
- Must be able to provide proof of vaccination
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