Customer Success Specialist

Description

365 Retail Markets is the global leader of self-service technology and convenience solutions for the food service industry. Through our combination of MicroMarket, vending, and dining technologies, we offer the best-in-class, point-of-service platform for the workplace. For the last decade, 365 has been pioneering innovation and winning multiple awards for revolutionizing the market with superior technology, strategic partnerships and ultimate flexibility in customization and branding. At 365, we are committed to supporting our customers' and employees' success!

Parlevel, a 365 Retail Markets company, is looking for an experienced Customer Success Specialist to manage customer accounts effectively. The Customer Success Specialist manages multiple client projects simultaneously to maximize value in a customer's operation. It is important for the Customer Success Specialist to understand why Parlevel is a benefit, how to apply Parlevel services, how to train/educate customers along the way, and how to drive progress in a project. Post-on-boarding, the customer should be able to confidently complete the project with the remainder of their operations using suggested implementation and training methods.

Responsibilities

• Strong commitment to helping our customers succeed using internal resources, services, and vending expertise

• A constant drive to evolve and improve the customer experience and Parlevel services.

• Responsible for documenting all project plans.

• Not only activate but adjust implementation plans according to customer/Parlevel expectations.

• Provide face-to-face meetings and/or conference calls to orientate a new client, present new functionality, perform training, and collaborate with clients about concerns.

• Work closely with your Customer Success Manager to identify and act on follow-up activities according to customer needs.

• Responsible for providing Customer Success Managers and clients with updated implementation plans.

• Training 1:1 and/or Remote. Responsible for uncovering the appropriate individual (client) to train during onboarding. Train appropriate clients on implementation with hardware and software, ultimately allowing the customer to become self-sufficient

• Responsible for utilizing documents/deliverables necessary for providing exceptional service and ensuring communication of the project plan to the Customer Success Manager and/or client. Must be able to work around or adjust to standards of deliverables to avoid scope creep.

• Upsell new products and features as opportunities arise.

• Educate / Advise customers about all of our solutions

Requirements

• A high school diploma or equivalent required

• Bachelor's degree preferred

• Vending industry experience

• 3+ years of relevant customer service/relationship management experience.

• Experience independently analyzing, troubleshooting, and problem-solving customer issues.

• Experience handling multiple tasks

• Self-starter, initiator, strong organizational, presentation, interpersonal, and consultative skills

• Be willing to travel 15% of the time