Director of Customer Experience at Appetize

| Greater LA Area
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Director of Customer Experience

FULL-TIME

Los Angeles, CA (or Remote, U.S.-based only)

Appetize Technologies, Inc. is looking for a stellar Client Success Manager based in the United States to join our growing Client Services team. This role is a blend of strategy, project management and client advocacy with a major emphasis on communications with key enterprise partners like Madison Square Garden, LA Angels, NY Yankees, Live Nation, and many more. You will play a vital part in comprising a polished and cohesive approach to interfacing with key customers for the lifetime of the client relationship. You will serve as the “air traffic controller” guiding their projects, software development deliverables, renewals, upsells, and overall client satisfaction.

Purpose: Work proactively with our largest clients to:

- Conduct Updates with Sales, Sales Support and Customer Support on ongoing tactical and support plans

- Proactively Strategize around future enhancements for our largest customers

- Lead and Develop Strategic communications to position Appetize as a leader in the world of Enterprise POS

- Gather common strategic needs and actively work to lead and develop solutions for our clients

- Influence leaders throughout organization to muster responses to client needs

- Be a resource at client meeting around innovation, successes, and project management of current deployments

- Own the following:

o Innovation success stories

o Client Strategic CRM scoring

o Loyalty and Health survey deployment

o Tracking and follow-up of key client meetings – QBR, Annual Reviews, etc.

o Newsletter / Monthly / content plans / Collaborate with CSM on content – collaborate with development teams, sales engineering teams and other groups to gather intelligence.

o Act as a storyteller for our department

- Work collaboratively with department teams members, VP’s, Sales Leaders, and Executive staff

- Manage team of 6-8 CSM team members, provide coaching, training, and procedures to create a center of excellence CSM team supporting our biggest clients, sales staff, and development staff.

- Set department goals and processes to gain the best level of service from support staff on the CSM team.

- Support CSM team members with Major Account management of key needs.

- Develop annual recaps of best practices, success stories, project and service style tests, post event recaps, and other key performance indicators.

Requirements

Experience and Technical Knowledge:

- Understand use cases of CRM and client facing data

- Understand POS systems deployment, training, limitations.

- Understanding and knowledge of SaaS and Cloud-based software tools, development, and engineering helpful

- In-depth knowledge of the sports and entertainment industry, KPIs, consumer needs, technology landscape, and hospitality requirements around food and beverage, retail, loyalty card, ticketing, autonomous checkout, and other key service styles.

- Understanding of CSM, database structure, queries and use of visualization tools.

- Knowledge of MS office tools, Google tools and other business software

- Ability to present data across the industry at the highest level with confidence and in an engaging manner

- Ability to work independently to complete tasks on-time

- Knowledge of CRM and project management tools such as Salesforce, Zendesk, Atlassian, QualtricsCX,

- Project management skills

- Knowledge of data systems, BI tools, use cases of data in the sports and entertainment industry.

- Act as an expert of operational needs of POS systems in the sports and entertainment industry

Benefits

Appetize is the leading Enterprise Cloud Point of Sale (POS) and management platform for food service and retail. We're trusted by many of the world’s most well known and highest volume businesses, including sports and entertainment venues, theme parks and attractions, restaurants, retailers, education campuses, and business cafeterias. Based in Silicon Beach, CA, we have over 300 employees dedicated to developing cutting-edge technology that’s replacing outdated legacy systems and helping enterprises better their guest experience, future-proof operations, and driving financial performance.

At Appetize our employees are at the core of everything we do. As the company continues to grow, our team is dedicated to attracting and retaining top talent who are smart, mission-driven, and share a common goal of continuous innovation. We believe that the success of our product depends on the success of our team. From fully covered medical benefits, monthly standups highlighting individuals' accomplishments, Waffle Wednesdays, and more, we’re dedicated to making this the best place to work!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • PHPLanguages
    • PythonLanguages
    • ReactLibraries
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • PardotEmail
    • SalesloftEmail

Location

6601 Center Drive West , Los Angeles, CA 90045
Why Appetize is at a Unique Turning Point for Engineers to Join and Lead
Watch

An Insider's view of Appetize

What’s the vibe like in the office?

I started at Appetize when it was (literally) in a garage as one of the first 10 employees. Even as the company with over 300 employees, it has never lost its startup charm. Everyone up the ladder is approachable and truly fun to be around – both inside and outside of work. It’s my first job where I don’t know how many hours are left in the day!

Mike

Director of Business Systems

What are Appetize Perks + Benefits

Culture
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
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