Customer Support Manager

About Peppr:

Peppr is revolutionizing the hospitality industry by providing state-of-the-art technology solutions for restaurants. Our mission is to empower restaurants with seamless, efficient, and user-friendly tools to enhance their operations and elevate the dining experience for their guests. Here at Peppr, we believe that technology should empower restaurants to thrive. Join us on our journey to transform the restaurant experience, one transaction at a time.

Role Overview:

As a Customer Success Manager at Peppr, you will play a vital role in ensuring that our restaurant clients have a seamless and successful experience from the time they join us until their full integration and beyond. You will serve as their primary contact, leading them through the onboarding process, system configuration, on-site training, and post-installation support to ensure they maximize the benefits of our solutions. 

Key Responsibilities: 

Pre-Onboarding: 

• Coordinate with AE for project preparation and documentation. 

• Conduct onsite or remote site surveys to determine the networking needs of our clients prior to installation. 

• Communicate those needs to the project resources. 

Client Onboarding and Implementation: 

• Coordinate and conduct welcome calls with new clients. 

• Guide clients through the initial setup and configuration of their Peppr system. 

• Schedule and coordinate onsite training sessions and installations. Create the training plan, and conduct/lead the training sessions. 

• Ensure clients are comfortable and proficient with the Peppr system by acting as a quarterback throughout the process. 

Post-Install Monitoring & Ongoing Relationship Management: 

• Monitor client accounts post-installation to ensure satisfaction and proper system usage. 

• Provide ongoing support and address any issues that arise during the initial 30-day period. 

• Maintain ongoing relationships with clients, keeping them informed of new product features and updates. 

• Proactively touch base with your portfolio of clients to ensure they are aware of and can utilize new features effectively. 

• Act as the primary contact for clients, ensuring their needs are met and their experience with Peppr is exceptional. 

• Address and resolve any escalated issues to maintain high levels of client satisfaction and retention. 

• Manage multiple onboarding projects simultaneously, including large books of onboarding business (80+ restaurants). 

• Analyze market trends and provide insights to guide business forecasts and budget planning. 

• Support product performance with data-driven insights to optimize campaigns, such as online ordering and new feature launches. 

• Monitor event performance, compile data, and generate reports to evaluate success and recommend improvements. 

Minimum Qualifications: 

• 3+ years of experience in customer success, account management, or a similar role within the restaurant or technology industry. 

• Verbal fluency in English and Spanish.  

• Willingness to travel up to 70% for onsite training and installations as needed. 

We’re also looking for:  

• 1+ years of POS experience, ideally in the hospitality industry. 

• Working experience in a SaaS company. 

• Exceptional communication and interpersonal skills. 

• Strong organizational skills and the ability to manage multiple clients and tasks simultaneously. 

• Proactive problem-solving abilities and a customer-centric mindset. 

• Salesforce experience is a plus. 

On Target Earnings: $80,000-100,000

Our salary ranges are based on market trends for our size and industry to ensure competitive and equitable compensation. On Target Earnings encompasses base salary plus variable. The starting salary will be determined based on a number of factors, including experience level, skillset, and qualifications for the role.