Customer Success Manager

Job DescriptionCustomer Success Manager for Internal Kitchen Management System (KMS)£60,000 - £80,000k Annually & Benefit package.Hybrid / LondonPosition OverviewAs a Customer Success Manager (CSM) for our KMS, you will play a vital role in ensuring our internal teams achieve their desired outcomes through the effective use of our system. You will be the primary point of contact for our restaurant locations, guiding them through the onboarding process, providing ongoing support, and helping them realize the full potential of our system. Your role will interface with our operational teams across our four main markets across EMEA. Your goal is to drive satisfaction, retention, and optimal use of the KMS within our organization.Key Responsibilities:Planning and Rollout:Collaborate with market teams to plan and execute the rollout of the KMS across all restaurant locations.Develop comprehensive project plans, including timelines and milestones, to ensure a smooth implementation process.Adoption and Barrier Identification:Identify and address barriers to adoption, working closely with restaurant managers and staff.Develop and implement strategies to encourage and facilitate system adoption and usage.Benefit Realization:Ensure that the benefits of the KMS are fully realized by monitoring system usage and performance.Collect and analyze data to demonstrate the impact of the KMS on kitchen efficiency and overall operations.Performance Reviews and Monitoring:Establish regular performance reviews with restaurant locations to assess KMS effectiveness.Implement service level monitoring and reporting to ensure the system meets performance standards.Support and Collaboration:Work with the Group Infrastructure & Operations (I&O) Lead to ensure the KMS is adequately supported.Coordinate with technical support teams to troubleshoot and resolve any technical issues.Internal Relationship Management:Build and maintain strong relationships with restaurant managers and staff, acting as their trusted advisor.Regularly check in with restaurant locations to assess their satisfaction and identify opportunities for improvement.Product Expertise and Support:Develop a deep understanding of our KMS, staying updated on new features and updates.Provide ongoing training and support to restaurant locations, helping them leverage the full capabilities of our system.Cross-Functional Collaboration:Work closely with operations, technology, and training teams to ensure a seamless internal experience.Interface with operational teams across our main markets across EMEA to coordinate internal success initiatives.Provide insights and feedback to internal teams based on interactions and feedback from restaurant locations.Qualifications:5+ years of experience in customer success, account management, or a similar role, preferably within the restaurant or technology industry.Strong understanding of restaurant operations and technology solutions.Excellent communication, presentation, and interpersonal skills.Proven ability to build and maintain strong relationships with internal teams.Problem-solving mindset with a proactive approach to internal issues.Ability to work independently and manage multiple restaurant locations simultaneously.Experience with KMS or other restaurant management software is a plus.Important company Values: blending having fun, making money and changing livesvaluing people first and always thinking and acting from this mindset