Customer Success Manager

Harri US • New York, NY

21d • Onsite

About The Position

About Harri It's a great time to join Harri as we revolutionize the hospitality industry with our cutting-edge technology solutions for workforce management. We're an innovative, high-growth company with a global presence, dedicated to building strong partnerships and delivering measurable value to our customers. We are excited to recruit for this pivotal Customer Success Manager role to ensure the ongoing satisfaction, value realization, and retention of our enterprise clients. You will serve as a success manager and a trusted consultant, playing a key role in delivering successful enterprise-level software transformations and driving growth for hospitality businesses within our Quick Service Restaurant (QSR) vertical.

Requirements

• 3+ years in a customer-facing capacity at a SaaS Software company.
• Bachelor's degree or commensurate experience.
• Excellent communication (written and verbal) and presentation skills, with the ability to communicate effectively at all levels within an organization and present data-driven value stories.
• Experience working with Quick Service Restaurant (QSR) concepts and/or an operational role (e.g., General Manager) in the hospitality industry.
• Strong attention to detail with excellent analytical, organizational, and problem-solving skills.
• Experience using G-Suite, Salesforce, Zendesk, and/or other CRM tools.
• An ambitious and self-motivated team player who is comfortable working in a fast-paced environment and is ready to grow with a company.

Nice To Haves

• Experience with HCM, Workforce Management, or payroll systems is strongly preferred.

Responsibilities

• Managing enterprise customers after successfully onboarding them onto the Harri platform, ensuring key relationships are developed and maintained post ‘go live’.
• Developing and retaining positive relationships with key accounts and internal teams to serve as a trusted consultant to optimize their loyalty and marketing strategy.
• Monitoring usage and product adoption, proactively delivering coaching and training to improve client utilization and showcase ROI through Executive Business Reviews.
• In collaboration with Go-To-Market teams, identifying upsell, cross-sell, and New Restaurant Opening (NRO) opportunities to enhance client operations and generate new revenue.
• Serving as the main escalation point for issues, working across Support and Technical Support teams to ensure timely resolution and SLA compliance.
• Managing the renewal process for your book of business in partnership with cross-functional teams for contract renewals and billing reconciliation.
• Understanding, adapting to, and helping to develop Harri’s ongoing product and technology developments while regularly evaluating customer satisfaction.

Benefits

• Competitive salary within the stated range
• The opportunity to drive critical projects for a high-growth, innovative company.
• Experience working in a fast-paced, global environment.
• A collaborative and supportive team environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level