Customer Success Manager - FTC

Job Description

The opportunity

This is a FTC role.

Practi is a cloud-based holistic restaurant management system that has now become a part of Just Eat, the world’s leading hybrid marketplace for online food delivery. Just Eat and Practi are on a joint mission to provide restaurant operators with the most cutting-edge software solutions that will help them grow, become more profitable and gain more control of their operations. Practi is looking for self-motivated individuals who want to be part of the team that is leading this transformation for restaurants.

Reporting into the Head of Practi, your main goal will be to manage a team of Practi customer success consultants to enhance the partners experience using the Practi system.

We are looking for candidates that enjoy working with new mobile-based technologies, are effective communicators, have deep empathy for their customers (our restaurant partners), have strong commercial acumen and are creative problem solvers.

Customer interactions will be predominantly conducted remotely.

As a new project within the business, we move fast and have a lot of opportunities for career growth, so if you’re passionate about your work and want to be in a fun and growing industry, join us!

Key Responsibilities

• Lead a team of Practi Customer Success Consultants including tracking team performance and coaching team on how to achieve team objectives
• Mentor and coach team members on how to improve performance and meet personal growth objectives
• Manage the Customer Success Pipeline, ensuring data is up to date and accurate for you and your team
• Handle escalations from the Customer Success team and resolve any issues to achieve a successful after sales process
• Enforce & create Practi processes related to customer success
• Communicate effectively with Just Eat and Practi senior management
• Collaborate with technical staff in the testing of new software and POS technologies
• To recruit, induct, motivate and develop a region of frontline Customer Success Consultants. Utilising field accompaniments, formal monthly 1 2 1 meetings, performance management and audit practices to ensure consistent achievement of team KPI’s through achievement of every individual
• Possess an analytical and confident approach when working with partner performance data and CRM systems to identify data driven performance solutions, strategies and measures for success
• Work with the Sales Operational Manager to provide procedural excellence, auditability and on-going improvement for team members and Partners
• Work with the Head of Practi on developing a medium term plan to manage team excellence and improvement
• Is a champion of best practice behaviours and instils this expectation across the team for all sales behaviours to be of world class standard, demonstrating and leading by example.
• Ensure full territory coverage in the field across all roles, ensuring proactive succession planning, effective induction and recruitment and continual

Required skills and experience

• Previous people management experience
• Proven track record of achieving targets and KPIs
• Very good verbal communication skills
• Ability to work and communicate effectively within a team
• Professional with the ability to remain fluid and able to adjust to the business needs
• Technical and mobile savvy - experience working with computers, digital hardware and software updates
• Detail focused and organised, with the ability to manage multiple customers and tasks at one time
• Deep empathy for customers and helping fix problems by timely follow up
• Self motivated and driven
• Strong timekeeping skills
• Ability to work at pace