About the role
Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too! The Enterprise Customer Experience Specialist is the primary support point of contact for one or more high-profile Premier customers assisting them with support related aspects, features, and specifications. The Enterprise Customer Experience Specialist will possess customer-facing skills to forge relationships that represent R365 well within a customer’s environment and drive discussions on incidents, cases, best practices, and risk management to resolve support related issues and challenges to enable a comprehensive solution for customers. In this role, the Specialist will act as the voice of the customer within R365 to escalate problems and drive prioritization of business-critical needs for our customers. \n How you'll add value: Monitor all tickets, chats, and calls from assigned enterprise clients to ensure team KPI performance, including timely, accurate, and comprehensive responses and resolutions. Escalate cases as needed, helping Support agents and team leaders understand heightened sensitivities of particular clients and/or cases. Take ownership of cases as needed. Serve as project manager of difficult and high-priority customer needs, marshalling resources from Customer Success, Development, and Product to ensure organizational alignment and comprehensive solution delivery. Take direction from a variety of CS leadership stakeholders, including senior Support leaders, VP of Enterprise Success, and Sr. VP of Customer Success. Assess “big picture” understanding of client support needs, preferences, and pain points. Meet monthly with customers to review open support cases and understand their top priorities. Assist Support leadership in evaluating strategies and devising innovations to meet enterprise customer needs. Help Customer Success leadership understand and deliver enterprise customer retention