The Enterprise Customer Experience Specialist is the primary support point of contact for one or more high-profile Premier customers assisting them with support related aspects, features, and specifications. The Enterprise Customer Experience Specialist will possess customer-facing skills to forge relationships that represent R365 well within a customer's environment and drive discussions on incidents, cases, best practices, and risk management to resolve support related issues and challenges to enable a comprehensive solution for customers. In this role, the Specialist will act as the voice of the customer within R365 to escalate problems and drive prioritization of business-critical needs for our customers.
How you'll add value:- Monitor all tickets, chats, and calls from assigned enterprise clients to ensure team KPI performance, including timely, accurate, and comprehensive responses and resolutions.
- Escalate cases as needed, helping Support agents and team leaders understand heightened sensitivities of particular clients and/or cases.
- Take ownership of cases as needed.
- Serve as project manager of difficult and high-priority customer needs, marshalling resources from Customer Success, Development, and Product to ensure organizational alignment and comprehensive solution delivery.
- Take direction from a variety of CS leadership stakeholders, including senior Support leaders, VP of Enterprise Success, and Sr. VP of Customer Success.
- Assess "big picture" understanding of client support needs, preferences, and pain points.
- Meet monthly with customers to review open support cases and understand their top priorities.
- Assist Support leadership in evaluating strategies and devising innovations to meet enterprise customer needs.
- Help Customer Success leadership understand and deliver enterprise customer retention requirements.
- Collaborate with members of CSM and Onboarding teams to ensure Customer Success strategic alignment.
- Monitor new enterprise support initiatives and experiments to help CS leadership gauge effectiveness.
- Be available to customers via personal phone and email inside and outside of business hours.
- Other duties as assigned.
What you'll need to be successful in this role:- One year of standout performance as R365 Support agent preferred.
- Expertise in POS integrations, Operations, Accounting, or Workforce, and general working knowledge of other disciplines preferred.
- Three years of restaurant operations experience preferred.
- Three years of distinguished customer support experience preferred.
- BA preferred.
- Extreme flexibility with daily priorities and ongoing initiatives.
- Comfort collaborating with members of senior leadership.
- Exceptional communication.
- Exceptional project management skills.
- Exceptional troubleshooting skills.
- Exceptional level of responsibility demonstrated on difficult and sensitive support cases.
- Willingness to be available 24 x 7 x 365.
R365 Team Member Benefits & Perks- This position has a salary range of $70000 - $98,000. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
Internal Employees:R365 is committed to growing talent from within. If you see a role that excites you and you meet the qualifications, we encourage you to apply - regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions.$70,000 - $98,000 a year
