Customer Success Manager

Sodexo•East Newnan, GA

About The Position

SODEXO DIGITAL TEAM: CUSTOMER SUCCESS MANAGER Supporting: Campus & Government Segments This position will require up to 50% travel! Post-Deployment Support & Optimization Serve as the primary point of contact for all post-deployment digital solution needs across assigned campuses & accounts. Lead stabilization, refinement, and optimization of deployed innovation solutions with a primary focus on mobile/kiosk commerce tools. But it will also include other categories of innovation growth, such as FOH/BOH Robotics, Frictionless Retail, etc. Conduct site audits, innovation performance reviews, and assessments to ensure sustained operational excellence. Training & On-Site Troubleshooting Deliver refresher trainings, operational coaching, and knowledge reinforcement for in-unit teams.Provide hands-on troubleshooting support and partner with service teams to resolve escalations quickly. Digital Performance Management Track, measure, and report on KPIs (usage, adoption, transaction performance, operational compliance, and digital revenue indicators).Monitor dashboards and operational indicators to identify friction points and recommend corrective actions. Stakeholder Engagement & Business Reviews Lead business reviews with In Unit operators and campus leadership—translating insights into action plans.Serve as a system of support for Digital Solutions Managers, operators, and cross-functional teams in driving adoption and performance. Vendor & Partner Alignment Maintain day-to-day alignment with core vendors to ensure performance and operational continuity at the site level. Digital Standards & Compliance Uphold innovation standards across operations; ensure consistent branding, menu hygiene, user experience, and compliance with digital processes. Identify risks, operational gaps, and mitigation strategies. Innovation Growth & Success Enablement Support local activation strategies to drive adoption, repeat engagement, and increased digital share of wallet. Provide the Digital Solutions Manager with visibility into trends, issues, and opportunities to influence segment strategy and future deployments. At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form.

Requirements

Exceptional communication, relationship management, and change-management capability
Strong analytical and reporting skills; comfort with KPIs and data dashboards
Operational acumen with the ability to coach, train, and influence at all levels
Highly organized, proactive, and solution-oriented
Comfortable in a high-travel, high-visibility role with multiple partners and vendors
Minimum Education Requirement - Bachelor’s Degree or equivalent experience
Minumum Management Experience - 3 years
Minimum Functional Experience - 3 years

Responsibilities

Serve as the primary point of contact for all post-deployment digital solution needs across assigned campuses & accounts.
Lead stabilization, refinement, and optimization of deployed innovation solutions with a primary focus on mobile/kiosk commerce tools. But it will also include other categories of innovation growth, such as FOH/BOH Robotics, Frictionless Retail, etc.
Conduct site audits, innovation performance reviews, and assessments to ensure sustained operational excellence.
Deliver refresher trainings, operational coaching, and knowledge reinforcement for in-unit teams.
Provide hands-on troubleshooting support and partner with service teams to resolve escalations quickly.
Track, measure, and report on KPIs (usage, adoption, transaction performance, operational compliance, and digital revenue indicators).
Monitor dashboards and operational indicators to identify friction points and recommend corrective actions.
Lead business reviews with In Unit operators and campus leadership—translating insights into action plans.
Serve as a system of support for Digital Solutions Managers, operators, and cross-functional teams in driving adoption and performance.
Maintain day-to-day alignment with core vendors to ensure performance and operational continuity at the site level.
Uphold innovation standards across operations; ensure consistent branding, menu hygiene, user experience, and compliance with digital processes.
Identify risks, operational gaps, and mitigation strategies.
Support local activation strategies to drive adoption, repeat engagement, and increased digital share of wallet.
Provide the Digital Solutions Manager with visibility into trends, issues, and opportunities to influence segment strategy and future deployments.