Customer Success Specialist

*** THIS IS NOT A POSITION WITH FORCEBRANDS ***

Role Overview

The mission of the Customer Success Specialist (CSS) is to ensure the operational success at our customer locations within their coverage area. Engaging with existing and new customer store teams, this is a hands-on field role that will work across multiple functional areas such as food safety and quality, training, hardware, software, marketing, finance, troubleshooting/ problem-solving, and service matters. CSSs develop and execute strategic account plans, deliver business reviews, and launch or iterate on continuous process improvements to deliver an exceptional customer and consumer experience.

Responsibilities

• Responsible for performance and execution of assigned stores including monthly reporting both internally and to store management.

• Launch new stores and train store employees to run and operate the concept.

• Train in-store employees to use software and reporting tools.

• Track KPIs (e.g., food scanning, waste, inventory, sales, etc.) and create action plans with store employees to improve the operations, sales, and profitability of the product.

• Empathize with every aspect of the customer experience, putting customers’ needs first.

• Travel and meet with customers onsite to discover and understand their needs.

• Together with customer store teams, set up routine action plans to increase sales & profitability which include establishing operating best practices, setting volume/sales

targets, executing marketing and promotional campaigns, conducting trainings, etc.

• Routine quality maintenance of our salad bars and supporting devices.

• Ad-hoc administrative tasks as needed.

Profile and Skills

• Thrives with a great variety of tasks which include knowledge in finance, food quality, hardware, software, marketing, and general interest in food.

• Knowledgeable of industry-standard business drivers including sales, waste/pitch, gross margin, labor, logistics, and operational expenses.

• Leadership mindset with an interest in training others.

• Responsive and flexible with a mindset that I do what I need to do to make my customers satisfied as long as it aligns with our concept and values.

• Relevant education or 3+ years of work experience; driver’s license required.

• Ability to travel up to 80%.