Customer Success Manager, Qsr/Franchise

WHY YOU'LL LOVE HARRI:

Harri is changing the way service organizations (restaurants, hotels, etc.) deliver the employee experience. From applicant to senior leader, Harri's platform helps organizations like McDonald's, CAVA, Shake Shack, José Andrés Group, Lettuce Entertain You and Jersey Mike's find, engage and grow their people.

The service and hospitality industry suffers from the most challenging labor conditions and operating environments (ie. 80% turnover and intense regulations) and Harri is solving these problems with technology. The market has been wildly receptive and the time to scale revenue and success operations is now.

Based in Noho, NYC, Harri has global offices in the UK, India, and the Middle East and was recently named a Top 50 Startup by LinkedIn.

Hospitality is in our DNA, from our CEO's early days as a restauranter and franchise operator, and we are set on forever changing the landscape of our industry. We need the very best and brightest to join us.

WHAT ARE WE LOOKING FOR:

Customer Success Managers are responsible for managing enterprise customers after successfully onboarding them onto the Harri platform. You will be the Success manager as well as the trusted consultant to hospitality industry customers, within our QSR vertical.

Our Customer Success Managers are responsible for ensuring that key relationships with our clients are developed and maintained; assisting them post 'go live'. They take the time to get to know their clients and their business needs, to ensure they are getting the most of their investment in Harri.

GENERAL RESPONSIBILITIES:

Customer Success Managers are responsible for:

• Customer Success Managers are responsible for developing and retaining positive relationships with Harri clients.

• Fostering relationships with key accounts and internal teams to drive action.

• Developing relationships to serve as a trusted consultant with customers to optimize their loyalty and marketing strategy.

• Monitoring usage and product adoption, proactively contacting clients to deliver coaching/training to improve their utilization.

• Understanding how to build and present Harri's value story using data and insights.

• Driving growth with existing customers, identifying upsell and cross-sell opportunities and therefore generating new revenue.

• Understanding, adapting to and helping to develop Harri's ongoing product and technology developments.

• Communicate regularly with the customer to evaluate satisfaction

General Activities Include but are not limited to the following:

• In collaboration with our Go-To-Market teams, identify upsell and cross-sell opportunities that will enhance the client experience and improve their business operations.

• Create Success plans with Senior Leaders of the business to showcase ROI and reduce churn risk.

• Be the escalation point for issues and work across Support and Technical Support teams to ensure resolution and that SLAs are met.

• Identify product adoption opportunities and showcase with the client through Executive Business Reviews that will determine next steps and enhance the customer's Success plan.

• Schedule Executive Business Reviews with the client on a 6 month basis and weekly/biweekly/monthly Success meetings dependent on health and risk of the account.

• Own the renewal process for your book of business and work with cross functional teams on contract renewals and billing reconciliation.

• Create NRO (New Restaurant Opening) opportunities for the client in collaboration with Implementation and Accounting teams to ensure that all relevant locations are billed accordingly.

REQUIREMENTS:

• Bachelor's Degree

• An ambitious, and self-motivated team player who is comfortable working in a fast-paced environment, and is ready to grow with a company

• Strong attention to detail with excellent analytical, written, problem solving skills.

PREFERRED QUALIFICATIONS:

• 3+ years in a customer-facing role at a SaaS Software company, HCM and/or payroll experience.

• Experience working with Quick Service Restaurant (QSR) concepts

• Experience in the hospitality industry in an operations, general manager, or other operational role.

• Experience using G-Suite, Salesforce, Zendesk and/or other CRM tools.

BENEFITS

• Comprehensive benefits package including media, dental, vision benefits, 401k plan along with health and wellness offerings.

• Unlimited paid time off, parental leave and hybrid WFH policy (if based in NYC).

• Fair and equitable compensation, based on industry and external market data.

• The base salary range for this role is $80,000 - $95,000.

• Base pay offered may vary depending on, but not limited to experience, education, job-related knowledge, skills, geographic location and business needs.

• This job is bonus eligible.