Job Description

Job Title: Customer Success Manager

We are looking for a motivated and proactive Customer Success Manager to support our customers throughout their onboarding and product launch at their business. In this role, you will be responsible for driving superior customer support to business clients through engaged day-to-day management, maintaining the timelines of launch activities, providing excellent customer support and achieving our service-level goals. You will be up to date on industry products and trends, and work with customer staff accordingly for best results.

The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have excellent communication skills, and be a role model and mentor to staff.

This role will be covering restaurant clients across the East Bay, so we are currently looking for candidates already based in the East Bay (not SF, South Bay, etc.)

Responsibilities:

1. Customer Onboarding : Assist new restaurant clients in the launch and onboarding process, ensuring a smooth transition to our operating system.
2. Training and Support : Provide training sessions and ongoing support to restaurant staff, helping them maximize the use of our system.
3. Issue Resolution : Act as the first point of contact for customer inquiries and technical issues, working to resolve problems promptly and efficiently.
4. Customer Advocacy : Advocate for customer needs and feedback within the company, collaborating with other teams to improve our product and services.
5. Account Management : Build and maintain strong relationships with restaurant clients, ensuring their long-term satisfaction and retention.
6. Product Education : Stay updated on our system's features and capabilities, enabling you to provide expert guidance to customers.
7. Feedback Collection : Gather and analyze customer feedback to identify trends, areas for improvement, and opportunities for enhancement.

Requirements:

1. Customer-Centric Approach : Minimum of 2 years of proven passion for delivering exceptional customer experiences and a dedication to ensuring customer success, with at least 1+ years of in-person onboarding/implementation experience
2. Communication Skills : Excellent verbal and written communication skills for effective customer interaction and internal collaboration.
3. Technical Aptitude : Ability to understand and explain technical concepts in a clear and user-friendly manner.
4. Problem-Solving Abilities : Strong analytical and problem-solving skills to address customer issues and provide solutions.
5. Organization : Effective time management and organizational skills to handle multiple customer accounts and tasks.
6. Team Player : Collaborative mindset with the ability to work closely with cross-functional teams to achieve customer success.
7. Adaptability : Flexibility to adapt to evolving customer needs and a fast-paced startup environment.
8. Empathy : Empathetic and patient approach to understanding and addressing customer concerns and challenges.

Perks:

• Competitive compensation (Base + Equity)
• Medical insurance
• Dental insurance
• Life insurance
• 401K program

Why should you join NOVA?

1. Fast Growth. At NOVA, your individual performance will be rewarded at a much faster pace than any other software company in our space. As the founding customer success rep on the East Coast, the growth opportunity is tremendous.
2. Efforts are rewarded . Your honest efforts will be recognized and rewarded. Performance reviews are conducted & feedback given on a periodic basis and not only at the end of the year.
3. High visibility. As part of a smaller team, you will be able to work with the leadership very closely. You will be able to share ideas and implement new plans faster.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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