Ziosk
The cloud based Ziosk Platform is an omnichannel suite of products that provide safe, secure, contactless dining experiences, operational efficiency, and data insights to grow a restaurant’s top and bottom line. Initially known for the Ziosk Original tabletop device, the Ziosk Platform includes tabletop devices like our Ziosk Mini, handheld devices (Tablet Pro), and several cloud services for management all designed to bring convenience, safety, and operational efficiency to the restaurant. Learn more about our offerings on www.ziosk.com In 2024 and beyond, the Ziosk network is poised for rapid growth, and we are seeking A+ team members to expand our team in the areas of development, sales, and customer service. Come join our team!
The Customer Success Manager is someone with high potential, skill, and will to move multiple levels within Ziosk (sales & sales leadership, as well as roles in other departments).
Responsibilities
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Assist the Client Director in ensuring the success of this customer as a Ziosk client over
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This is a liaison role providing the voice of the customer to Ziosk and the voice of Ziosk to the
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Establish and maintain relationships with the Operations Excellence, Marketing, IT, and other teams of assigned customers with a predictable cadence of meetings and communication.
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Incorporate understanding of involved technologies, network, and tools to act as the primary point of contact for issue escalations for assigned
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Manage the UAT process to gain timely approval of content and feature/functionality changes to the Ziosk software
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This role requires regular hands-on work in a technical lab environment where changes are tested, validated and approved for release. This will also require in-restaurant testing and validation as part of the approval process from time to time.
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Review daily, weekly, and monthly deployed products and features to ensure all are fully
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Experience presenting to senior level
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Effective writing skills are required, in particular for issue management communications and product
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Author training materials on behalf of, or with the customer for their internal training
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Author presentations and lead customer-facing discussions and presentations as
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Be a customer advocate within Ziosk for the customer, highlighting specific issues and solutions to enhance the
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Be a product evangelist within the customer for
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Monitor Key Performance Indicators with customers regarding platform capabilities and review routinely with the
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Regular review of customer environment health reports and support issues, be tenacious in identifying and resolving
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Manage customer communication for high severity
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Monitor high-profile issues providing status updates to create a frictionless customer experience
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Create and maintain customer status reports, to provide the customer with a view into the heath of the environment, challenges, and development needs.
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Manage customer site inventory records, reporting health, and allocation of Ziosk
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Provide customers status updates on new product enhancements and requested features, create, or assist in the training and product documentation for the customer(s).
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Work with the appropriate teams as needed to prioritize customer development requests and initiatives including proper documentation of the scope, and provide estimates for projects as needed.
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Travel to customer sites as needed to support deployment, implementation, and training both in-restaurant and other as
Qualifications
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Experience implementing an ERP, HCM, POS, or other system-level infrastructure
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5+ years working as an account manager, technical account manager, project manager or
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Given that this liaison role is embedded within the client, the candidate must be a self-starter and able to operate successfully as a near sole-practitioner.
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Experience with Atlassian suite (Jira, Confluence), NetSuite, Salesforce, Power BI is a
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Familiarity with computer science, networking, engineering, or service industry
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Strong written and verbal communication skills and ability to hold audience-appropriate conversations, create effective
presentations and document training materials or other customer support documents to aid in the effectiveness of the product adoption.
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Experience creating and maintaining customer / executive level status
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Strong interpersonal relationship building
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On call may be required for customer / incident
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Experience in the restaurant or hospitality industries a plus, must be comfortable being hands-on in customer
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Limited travel is
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Bachelor’s degree or equivalent work
Ziosk is an Equal Opportunity employer offering competitive benefits and compensation. Candidates must be eligible to work in the U.S. and be able to commute daily to North Dallas. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa currently. No agencies or third-party recruiters, please.