• Job Description

  Req#: 7546439002
  Hi there! We're PAR and our purpose is:
  
  To deliver solutions that connect people to the restaurants, meals and moments they love.
  
  We take that responsibility very seriously. As a leading provider of technology to the top restaurant brands in the world we're calling all rebels, instigators, idealists and builders to join our constantly growing team!
  
  PAR invented the first standalone point of sale terminal over 40 years ago, yet we operate much like a start-up at the forefront of restaurant technology. Today, our solutions span Customer loyalty, engagement, restaurant management, payment services, drive-thru, and full POS integrations. These solutions are used to serve tens of millions of guests every day in over 120 countries.
  
  Our mission is to build the number one restaurant technology company in the world and we're off to great start.
  
  We believe that our ambition is only limited by our ability to attract and retain great people; people who are up for the challenge to change the game with us! If it sounds like you belong here, we should meet!
  
  Position Description
  
  Punchh is looking for a Customer Success Specialist (CSS) who will join a world-class Customer Success (CS) team based primarily in the Austin office who manage the ongoing success of clients across multiple verticals in which Punchh has customers. The Customer Success Specialist will be responsible for providing platform "how-to" guidance for all Punchh customers to support their loyalty marketing initiatives which help deliver ROI and program success. The Customer Success Specialist also works with Punchh's emerging customer tier . By combining exceptional skills in communication and marketing strategy with in-depth product knowledge, the Customer Success Specialist will be a key element in the emerging client journey with Punchh.
  
  Position Location
  
  USA Remote or Austin, Texas
  
  Pay Band
  
  The base salary range for this position is $50,000.00to $65,000.00 USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments. The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.
  
  Responsibilities
  
  • The Customer Success Specialist will spend 70% of their time on "How-To" tickets ad 30% of their time on emerging customer requests
    • This percentage of time may shift during QBR season
  • Update and document the company CRM and Customer Success team tool
  • Gain expert knowledge of the Punchh platform to provide clear written guidance and instructions to customers on how to use each feature
  • Perform discovery on and understand client's business objectives and offer campaign recommendations on the Punchh platform to help them best meet those goals
  • Provide platform training as needed to drive successful program results
  • Identify themes with customer "how-to" questions to create efficiencies and improve customer documentation
  • Execute tickets within SLAs and time to close goals
  • Support "how-to" questions for all customers regardless of customer tier
    • Following training during onboarding
    • Post go-live
  • Where required, adopt flexible work-time schedules and as required, be flexible to addressing critical after-hours customer issues
  • Be a part of a pooled CSM ticketing system and respond to emerging customer requests
  • The CSS team will own ongoing retention and growth of the emerging customers
  • Prepare and email quarterly business reviews (QBRs) to the emerging customers
  • Platform training during onboarding and after program go-live
  • Reactive engagement with the emerging customer tier with as needed tasks to include, but not exclusively the following:
    • Submitting requests to auxiliary teams
    • Provide best practices
    • Work with the auxiliary teams to support open projects
  
  What We're Looking For
  
  • 2+ years of client account management experience in B2B SaaS companies in the marketing, CRM or ecommerce platform industry, or digital marketing agency or digitally focused B2C marketing teams
  • Experience in marketing or a business function for a large enterprise brand preferably in restaurants, retail or health & beauty
  • Impeccable verbal, written communication, presentation and articulation skills with attention to detail
  • Natural relationship and rapport builder - the ideal candidate has empathy for the client, can "read a room" and immediately glean cues that help to solidify the client engagement
  • Strong time management skills and the ability to respond well to time pressures and deadlines
  • Ability to prioritize and triage competing priorities and maintain focus on the successful delivery of client initiatives in a commercial SaaS software delivery environment
  • A solution-finder mentality, strong problem-solving skills
  • Ability to work cross functionally and influence cross-functional teams and individuals without direct authority.
  • Entrepreneurial, creative, resourceful, self-starter in a fast-paced environment
  • Embraces a strong sense of accountability and ownership
  • Proficiency with Windows/MacOS, Google Suite, Excel (medium to advanced Excel skill is a strong preference), task management tools and experience working with SaaS based tools and products
  • Bachelor's degree in business or marketing from an accredited institution preferred
  
  
  The base salary range for this position is $60,000 to $65,000 USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments.
  
  The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.
  
  PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact accommodations@partech.com. If you'd like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.

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