ApplyDescription
365 Retail Markets is the global leader of self-service technology and convenience solutions for the food service industry. Through our combination of MicroMarket, vending, and dining technologies, we offer the best-in-class point-of-service platform for the workplace. For the last decade, 365 has been pioneering innovation and winning multiple awards for revolutionizing the market with superior technology, strategic partnerships and ultimate flexibility in customization and branding. At 365, we are committed to supporting our customers’ and employees’ success! This position is located within the Customer Operations department and will report directly to the Director of Customer Success.
The ideal candidate will be responsible for managing the pre-sales, implementation phase, program management and post-live activities for our dining solutions. This program manager will ensure that our customers receive an excellent consultative pre-sales and onboarding experience and are setup for success through a complete onboarding program.
Responsibilities
Pre-Sales Activities such as:
- Collaborate with sales & customers in initial discovery calls, demos and meetings to understand and document needs.
- Deep collaboration with dining implementation teams throughout the pre-sales engagement.
- Support sales in creating solutions proposals that drive 365 dining sales and adoption.
- Manage proof-of-concept sales engagements to successful conclusion and customer commitment.
- Drive customer and minimum viable product requirements through product management and development.
- Regular reporting of pre-sales activities to the customer operations leadership team.
- Be the Subject Matter Expert (SME) on 365s Dining products - 365Dining (dining, micromarkets, and hybrid), Spoonfed and Kafoodle.
- Own and manage all pre-sales written dining materials, including: Sales materials, process documentations, needs assessments, customer-facing documents & project process descriptions.
Implementation Phase Activities such as:
- Overall project management of key customer dining projects declared by sales and operations leadership and using a defined hand-off process.
- Defining and managing proof-of-concept success criteria.
- Managing regular cadence calls during a POC with customer and key 365 personnel.
- Attending in person, key customer dining projects.
- Collaborating with sales operations, account services and appropriate sales operations leadership when appropriate in customer communications, planning sessions & meetings.
- Define necessary pre-live, live and post live training needed for dining projects.
Post Live Activities and Responsibilities:
- Post-live customer satisfaction calls to 100% of our newly installed locations.
- Conduct post-live follow up calls with customers to ensure complete satisfaction after Go-Live.
- Manage and assign any issues discovered during post-live cadence calls to appropriate personnel and departments including support and implementation teams.
- Create and use a post installation score card to validate customer satisfaction and hand off to Support.
- Work with sales and marketing to create white papers, press releases and materials around success stories in dining.
- Manage a smooth knowledge hand-off process to support from implementation, including site configuration, key information, and current condition of the site.
- Ownership of dining escalations for key accounts.
- Own and manage all post-sale written dining materials, including: Pre-install, working plan, pre-install “What to Expect” documentation, large install milestones, post-install check off, post-live follow-ups & client locations(s)profiles.
Requirements
- Bachelor's degree (B.A.) in Business, Technology, or a related area and a minimum of 8 years of related institutional & restaurant dining technology experience.
- Strong communication and interpersonal skills, with the ability to build relationships with customers, internal stakeholders, all departments, business partners, and employees.
- Demonstrated experience in developing and implementing consultative success strategies that improve customer satisfaction and retention.
- Proven ability to manage and mentor customer service teams.
- Strong problem-solving and decision-making skills.
- Excellent organizational skills and the ability to manage multiple projects simultaneously
- Experience troubleshooting small or large networks.
- Self-managed, self-starter able to work in a rapidly changing environment; the ability to deal effectively with ambiguity, learn new tasks independently, make decisions, and take action.
- An adaptive style that supports and promotes collaboration, teamwork, and innovation, and an ability to act and react swiftly to continuous change.
- Familiarity with SaaS products and the technology industry.
- Experience troubleshooting small or large networks.
- Experience deploying solutions in the field and food service industry is a plus!
