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Customer Success Specialist

Company: Punchh
Location: Austin
Posted on: May 3, 2021

Job Description:

Punchh is the leader in customer loyalty, offer management, and AI solutions for offline and omni-channel merchants including restaurants, convenience stores, and retailers. Punchh brings the power of online to physical brands by delivering omni-channel experiences and personalization across the entire customer journey--from acquisition through loyalty and growth--to drive same store sales and customer lifetime value. Punchh uses best-in-class integrations to POS and other in-store systems such as WiFi, to deliver real-time SKU-level transaction visibility and offer provisioning for physical stores.Punchh is growing exponentially, serves 200brands that encompass 91Kstores globally. Punchh's customers include the top convenience stores such as Casey's General Stores, 25of the top 100 restaurant brands such as Papa John's, Little Caesars, Denny's, Focus Brands (5 of 7 brands), and Yum! Brands (KFC, Pizza Hut, and Taco Bell), and retailers. For a multi-billion $ brand with 6Kstores, Punchh drove a 3% lift in same-store sales within the first year. Punchh is powering loyalty programs for 135million consumers. Punchh has raised $70 million from premier Silicon Valley investors including Sapphire Ventures and Adam Street Partners, has a seasoned leadership team with extensive experience in digital, marketing, CRM, and AI technologies as well as deep restaurant and retail industry expertise.Reporting to the Senior Manager of Customer Success, the Customer Success Specialist will join a world-class Customer Success (CS) team based primarily in the Austin office who manage the ongoing success of clients across multiple verticals in which Punchh has customers. The Customer Success Specialist will be responsible for managing marketing initiative deployment to deliver ROI and program success for many of our premier clients. The Customer Success Specialist works closely with the client and other Customer Success team members to deploy and analyze customer marketing efforts. By combining exceptional skills in communication and marketing strategy with in-depth product knowledge, the Customer Success Specialist will be a key element in the client journey with Punchh.What You'll DoInterface with clients to clearly identify requirements of marketing campaigns and target segments to then spearhead campaign deployments.Execute client marketing strategy within the Punchh platform to drive successful program resultsProvide meaningful analysis to influence client campaign strategyGain expert knowledge of the Punchh platform to provide clear written guidance and instructions to customers on how to use each feature Proactively anticipate and understand the client's needs in order to identify and uncover potential strategic opportunities.Maintain and actively update incoming campaign execution requests.Where required, adopt flexible work time schedules and as required, be flexible to addressing critical after-hours customer issues.What You'll Need1years of client account management experience in B2B SaaS companies in the marketing, CRM or ecommerce platform industry, or digital marketing agency or digitally focused B2C marketing teams.Experience in marketing or a business function for a large enterprise brand preferably in restaurants, retail or health & beautyImpeccable verbal, written communication, presentation and articulation skills with attention to detailNatural relationship and rapport builder - the ideal candidate has empathy for the client, can "read a room" and immediately glean cues that help to solidify the client engagement.Strong time management skills and the ability to respond well to time pressures and deadlines. Ability to prioritize and triage competing priorities and maintain focus on successful delivery of client initiatives in a commercial SaaS software delivery environment.Highly analytical and data-driven, but also a creative problem solver and innovator. A solution-finder mentality, strong problem-solving skills.Proficiency with Windows/MacOS, Google Suite, Excel (medium to advanced Excel skill is a strong preference), task management tools and experience working with SaaS based tools and products.Collegial, high energy, thoughtful and persistent personalityEntrepreneurial, creative, resourceful, self-starter in a fast-paced environment.Embraces a strong sense of accountability and ownershipBachelor's degree in Business or Marketing from an accredited institutionBenefitsHealthcare coverage, FSA, HSALife and AD&D insurance401K with MatchCompetitive salaries and bonusProfessional developmentEAPMaternity and Paternity (Bonding) LeaveUnlimited PTOFree lunch every single day at work, social events, plus a well stocked refrigeratorPunchh is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. If you'd like more information about your EEO rights as an applicant, please click here.We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws.Notice to recruiters and placement agencies:If you are a recruiter or placement agency, please do not submit rsums to any person or email address at Punchh prior to having a signed agreement with Human Resources. Punchh is not liable for and will not pay placement fees for candidates submitted by any agency other than its approved recruitment partners. Also, any rsums sent to us without an agreement in place will be considered your company's gift to Punchh and may be forwarded to our Talent Acquisition team.SDL2017

Keywords: Punchh, Austin , Customer Success Specialist, Other , Austin, Texas

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