Customer Relationship Manager

FreshFry is looking for an engaging, customer-centric candidate to join our Service Team. In the Customer Relationship Manager role, you will be responsible for managing customer relationships in both direct and distribution customer segments. You will work closely with our customers to ensure they are experiencing the benefits that they expected from our products and services and provide them with guidance and support throughout their journey with us. You will act as a liaison between customers and our internal teams, including Sales, R&D, Marketing, and FSQA, to ensure their needs are met and any issues are resolved promptly. You will be the voice of the customer within FreshFry, working as an agent of positive change in improving the products and services that we provide.

The primary responsibility of the Customer Relationship Manager is to support and provide a delightful experience for prospective customer demos, new customer onboarding processes. A secondary responsibility is to ensure the retention of customers and increase the utilization of Pods. A tertiary responsibility is to create and maintain champions within our customer base that act as referral sources for our sales team.

Ideal candidate should be able to:

-        Manage customer accounts with the aim of aligning our product solutions to their business goals, help them implement procedures and ensure lasting results.

-        Develop and maintain strong relationships with key customer stakeholders.

-        Respond promptly to customer inquiries and issues and provide timely solutions.

-        Iterate on communication channels ensuring we facilitate a frictionless and delightful experience for our customers.

-        Support a customer-centric work culture through relationship building across customer segments.

If you are innately curious to learn and help, naturally empathetic to others, operate with a bias-to-action, and enjoy the ability to bring creativity to your work, please consider applying to join the PodSquad!

Primary Functions

·        Execute demo, implementation, and customer onboarding plans.

·        Create messaging for and execute regular proactive customer communications.

·        Coordinate and execute regular customer business reviews (ex. QBR, EBR, etc.)

·        Educate customers on our products and services to ensure they are getting the most value from them.

·        Collect referrals or coordinate referral meetings with customer-Champions and FreshFry Sales.

·        Actively participate in regular internal planning and strategy meetings, serving as an advocate for customers within FreshFry to ensure their needs are met.

Requirements

·        3 or more years in a customer-facing role, such as customer success, sales, or account management.

·        Comfortable communicating effectively with stakeholders across all verticals in an organization (from the back of house to the C-Suite/ownership).

·        Strong interpersonal communication skills (verbally and across multiple written mediums); customer-centric mindset and solution-focused; deeply collaborative and organized.

·        Ability to travel up to 50% of the time.

Highly Valued Experience

·        Experience working in food service or hospitality.

·        Customer-facing experience in the hospitality, food service or patient care industries.

·        Experience with Hubspot or similar CRM and customer survey software (such as Survey Monkey).

Benefits

Paid company holidays, Unlimited PTO, Health, Dental, Vision, 401k, short/long term disability.