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Customer Care Specialist - New York

OVERVIEW:

TouchBistro is the leading mobile point of sale for the restaurant segment.  We’re venture backed by some of the best tech VCs in the industry and have great relationships with some of the best partners in the mobile solutions, food, and payment industries. Our offices are located in the King West tech corridor. Designed to be brought table side by waiters, TouchBistro has been deployed to  thousands of restaurants around the world. We’re constantly adapting the latest in mobile technologies to empower our clients to be more efficient and profitable with their business operations.

This role will be a part of the Customer Success Department and will specifically focus on customer renewals, retentions and engagement and will work closely with the Sales and Marketing teams.  As a Customer CARE Specialist, you will be primarily responsible for encouraging recurrent product orders, identifying new sales opportunities and following up with existing clients in-person and via phone on their account status while continuing to actively build the relationship. You will have touch points on a predetermined schedule to ensure customer needs are being met. You will also provide related administrative support as assigned.  As the successful candidate you will work closely with our customers to make sure they are optimizing the TouchBistro POS solution for their business.  You will gain and maintain adequate product knowledge and also stay current on market trends and the competitive environment in the restaurant/food service industry.  The goal is to build an even stronger and more active customer community and of course drive customer retention rates even higher.

 

KEY RESPONSIBILITIES:

  • Manage and track KPIs (key performance indicators) in Salesforce related to renewal and expansion commitments to ensure predictable and exceptional results
  • Conduct contract negotiations and develop proposals as required
  • Track, forecast and close renewals within assigned client accounts
  • Identify risk, upsell and cross-sell opportunities and work with internal and external stakeholders to present solutions
  • Proactively reach out to our customers, ensure satisfaction and continue increasing retention
  • Help maintain high customer satisfaction rates (measured by net promoter score)
  • Engage and build customer advocates that can leverage their stories for TouchBistro
  • Manage relationships: you will actively manage client relationships to increase adoption, ensure retention, and increase satisfaction
  • Advise: you will establish a trusted advisor relationship with your clients and strategically position our solution, driving adoption
  • Communicate: you will consistently touch base with clients throughout the contract lifecycle, escalating important issues where needed
  • Advocate: you will be the single point-of-contact for customers. You will represent the voice of the customer to internal teams
  • Perform other duties and responsibilities, as assigned

 

REQUIREMENTS:

  • 2+ years experience in a customer service/success, client-facing role, ideally with a SaaS company with a proven record of increasing customer satisfaction, adoption, and retention
  • You easily gain the trust of those you work with both internal teams and external clients.
  • You can work on several clients concurrently; meeting every deadline and exceeding expectations
  • You have exceptional organizational, presentation, and communication skills
  • You work well as part of a team and can thrive in an independent role as well.
  • You have experience working with clients of all sizes
  • You are self-managed and passionate about client success
  • You have exceptional organizational, presentation, and communication skills
  • Proven problem solver
  • Experience up selling
  • Experience with Salesforce is very strongly preferred (or list other CRM experience)
  • Must have reliable transportation
  • Reliable, punctual and organized
  • Available to work a five-day, 40-hour work week. ** Nine to Fivers need not apply**

 

 

***Only those who are considered for the position will be contacted***

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