Are you looking for an opportunity to lead and mentor a growing team of ambitious, client centric and passionate Success Managers? Do you love the challenge of building, training and bringing a team to new heights? If client success, coaching and introducing new strategies for growth are your thing. Then we might have the perfect opportunity for you. 

About Us:

ChowNow is unique among tech startups in the restaurant space. We power branded online ordering systems for independent restaurants across North America – via websites, Google, Instagram, and through branded iOS and Android apps – and we do it all for a reasonable monthly fee regardless of order volume. We operate this way because of our belief in being fair, sustainable, and equitable with our restaurant partners. And the same goes for our workplace. 

Diversity, teamwork, and mutual respect are among our core company values. And we pride ourselves on giving our teams plenty of opportunities to make their mark. To date we’ve created over 20,000 apps for our restaurant partners – something that’s never been done before in our category. And as we expand to new markets, further spreading the word about the ChowNow difference, those opportunities to create, build, and grow will only increase. If this sounds like the kind of workplace, and the kind of mission, that appeals to you, we’d love to talk

Learn more by checking out our reviews on Glassdoor (they’re excellent). Together we can preserve neighborhood flavor, one restaurant at a time.

About the Position:

The Client Performance Team Manager plays a crucial role in the overall success of the department. You will be responsible for ensuring departmental goals are met by creating a highly functional environment for RSMs and the teams that they work with.

We’re looking for a client oriented and motivated individual who will manage our Restaurant Success team in overseeing our rapidly growing customer base. Like us, you approach your work with a sense of hospitality; you’re invested in helping people succeed and reach new heights in their career. You will mentor this team in the development of processes, programs and tools that drive the continued success of our customers while enabling scale, providing professional development for the team, and building a world-class Customer Success function.

That's where you come in.

As our Client Performance Team Manager you will be fielding a wide array of client-related responsibilities at a tactical ground level to boost our client experience and make sure that we are delighting our customers. Your day will often find you mentoring a talented team of Restaurant Success Managers to ensure that they are set up for success to do their best work, providing “ground control” support to prevent client terminations, and developing high level strategies with Directors to ensure the Restaurant Success team is a well-oiled machine.

Within 30 Days You’ll:

• Complete Management Anti-Harassment and HR Leadership Training.
• Assist in planning how the team will exceed their monthly goals for productivity and quality.
• Help resolve interdepartmental escalations between RSMs, Sales, Billing, and/or clients. 
• Participate in shadowing sessions for 1:1 training.
• Participate in the interview process to identify and hire new RSMs.
• Help bring on new RSMs and onboard them with a well-thought-out and executed training plan.

Within 60 Days You’ll:

• Lead weekly RSM Meetings and weekly RSM 1:1s.
• Achieve a month-over-month increase in rep engagement and upselling productivity as a result of coaching and consistent constructive feedback. 
• Increase your team’s engagement and upsell metrics; your team will achieve / exceed 100% of upselling, engagement and quality goals .
• Provide ongoing training/coaching on best practices for client servicing and upselling.

Within 90 Days You’ll:

• Be a subject matter expert for all RS processes and policies.
• Report on the top pain points within the department to the Director and come up with suggested solutions that will drive RSM engagement and high performance across the team.
• Be able to fully represent the Director in case of absence in meetings
• Be able to complete revenue and churn reporting for the RS department. 

You Should Apply If:

• Have experience in leading and managing an account management or client success team. 
• Have a passion for coaching and developing individuals 
• You’re data oriented and able to make recommendations and decisions based on your findings 
• You have a good understanding of client services, marketing, and the restaurant industry.
• You have excellent organizational and prioritization skills and the ability to demonstrate and handle multiple tasks accurately and efficiently.
• You’re flexible and adaptable; demonstrating good judgment, tact, discretion, and diplomacy.
• You’re customer service oriented with strong interpersonal skills.
• You have excellent communication skills with ability to communicate at all levels across the organization.
• You’re responsive, action-oriented, and are an innovative problem solver.
• You’re proficient in Salesforce, Mac, Google Docs, MS office, including PowerPoint, Excel, Word.

About Our Benefits:

• Competitive Salary
• Ongoing training and growth opportunities.
• A "Best Place to Work" winner multiple times where we focus on creating a great employee experience.
• A remote first culture and monthly stipend offering flexibility to work where you want and how you want.
• Rock solid medical, dental, and vision plans.
• Mental Health Coverage - we offer several programs to support your mental health and wellness goals.
• 3 weeks paid vacation; paid holidays; we expect you to work hard, but still enjoy your personal life
• 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave.
• 401(k) Matching
• Employer-contributing student loan assistance program.
• Commuter benefits (including Uber Pool).
• Employee Stock Incentive Plan.
• Pet insurance for your fur babies
• Quarterly Industry Speakers Series.
• Quarterly Tech Events (Women, LGBTQ, Diversity, Inclusion).
• Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly.
• Enough freedom to spread your wings while still holding you accountable.
• Fully stocked kitchen and cold brew on tap.

As one of ChowNow’s core values, “Celebrates Diversity”, we are committed to an inclusive and diverse work environment. ChowNow is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

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