Strategy and Planning Customer Success Manager

Who We Are

Are you the right candidate for this opportunity Make sure to read the full description below.

CloudKitchens helps restaurateurs around the world succeed in online food delivery - our goal is to make food more affordable, higher quality and convenient for everyone.

We take underutilized properties and transform them into smart kitchens so they can better serve restaurateurs, customers and the neighborhoods they’re in.

Every time we launch a new facility we create jobs in that neighborhood, and we’re proud to provide a wide range of cuisines and options for healthy food at an affordable price.

We're changing the game for restaurateurs whether they’re entrepreneurs opening their first restaurant all the way through to your favorite global quick-service restaurant chains.

What You’ll Do :

• The eTAM serves as the dedicated resource for enterprise partners, enterprise Sales and the enterprise Customer Success Management (CSM) team to provide solutions to any and all data and technical questions / challenges an enterprise Partner would face in the CloudKitchens environment, throughout their lifecycle with us, starting in the sale process.
• The eTAM at CloudKitchens is quite different from traditional account management : they are not just coordinating internal teams but they are capable of resolving technical issues themselves (e.

g. by becoming intimately familiar with our tech stack, our partners’ tech stacks, and understanding what can realistically be accomplished for all stakeholders), and analyzing data to produce actionable insights to better serve our partners.

The eTAM also has data analytics (Excel / Sheets modeling querying), strong presentation and slide deck building skills, and a sharp attention to detail.

Key Activities :

• Technical Account Management
• Pre sales : solution selling, feasibility analysis, technical consulting
• Launch and onboarding : tech integrations and testing
• Live and ongoing : ongoing support, training of internal teams, expectation setting with partners
• Prepare and present MBRs and similar executive reporting
• Responsible for overseeing all activities that enable enterprise partners to harness the full value of CK’s tech stack, Otter, integrations, reporting and other technical features.
• Relationship Management
• Serve as a single point of contact for our internal enterprise CSMs and our partners
• Develop and maintain trusting relationships with partner technical counterparts
• Develop expertise in partner POS platforms and coordinate cross-functionally to lead applicable Otter integration
• Develop expertise in Otter Product Roadmap and be able to speak to current and upcoming features
• Engage throughout customer lifecycle
• Issue Resolution
• Solve technical issues and surface other issues to the appropriate internal teams (e.g. Otter product teams) to ensure our customer’s feedback is represented and solutions are prioritized
• Reporting and Data
• Ensure partners are receiving accurate and timely data and performance reports
• Address any issues related to discrepancies and reporting
• Develop understanding of respective partner reporting needs and partner cross-functionally to resolve requests
• Analyze partner data and present charts, decks and reports to help senior stakeholders understand partner operational performance.

Competencies

• Stakeholder Management : manage expectations, influence others with different goals, negotiation
• Communications : precise, detail-oriented, highly responsive
• Ownership : high level of follow-through (managing internal teams), cares very much about details, reliable
• Analytical and creative problem solver : think critically, data driven, ability to diagnose & solve complex problems
• Technical : Google Sheets, SQL (willingness to learn is a minimum), Powerpoint / Slides.
• Advanced Technical : Basic knowledge of APIs and software integrations, restaurant point of sales systems, online ordering or e-commerce platforms and related software integrations
• Build process : build the machine - focused on efficiency and scale when possible, but customer experience first.

What Else You Need To Know

This role is based in our San Francisco office location. We believe that people do their best work when they are together.

As a company, we’re in the marketplace of ideas and innovation. When you’re constantly innovating, changing how an industry works, inventing new products and processes - and we are doing all these things - we believe we’re better as a team in-person.

That’s why all of our teams (except for our field-based roles) are now working from one of our office locations 5 days a week.

Looking forward to sharing more about a Career of Substance at CloudKitchens.

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