Customer Success Manager

Job Title: Customer Success ManagerLocation: Remote (periodic travel will be required)Work Hours: Typically, 9am – 5pm Monday through FridayFLSA Classification: Full-time/Salaried/ExemptSalary Range: $68,000 - $87,000 with potential bonuses based on performanceReports to: Director of Customer Success and ImplementationOriginal Date: 4/12/2024Revised Date: 4/12/2024

About Automated Retail TechnologiesAutomated Retail Technologies (ART) develops intelligent, automated, self-contained kiosks that serve delicious food. Our flagship kiosk is the industry leading Just Baked Smart Bistro, which serves delicious hot food such as hot cinnamon rolls, White Castle sliders, and an evolving wide variety of other sweet and savory foods. ART is a distributed team, with primary locations in Sarasota FL, San Diego CA, and Las Vegas NV. Please see: https://justbakedkiosk.com/

Job brief:As a Customer Success Manager at ART, you will be the primary point of contact for our clients, ensuring their satisfaction and success with our hot food vending solution. You will be responsible for building strong relationships with clients, understanding their needs, and proactively addressing any issues or concerns they may have. Your ultimate goal will be to enhance the overall customer experience and drive customer retention, account revenue and loyalty.

Summary of Key Responsibilities:Develop and maintain strong, long-lasting relationships with clients, serving as their trusted advisor and advocate within the company.Support the onboarding process for new clients, ensuring a smooth transition and providing comprehensive training on our solutions.Serve as the main point of contact for client inquiries, requests, and escalations, and coordinate with internal teams to address issues and deliver solutions promptly.Provide exceptional customer support, troubleshooting technical issues, and resolving any challenges that may arise in a timely and efficient manner.Proactively identify opportunities to expand client partnerships and increase revenue through retention and understanding customer’s organization.Collaborate closely with sales, field operations, support, supply chain, business analytics, and marketing teams to ensure alignment on customer needs, and ultimately, kiosk success.Gather feedback from clients to understand their needs, preferences, and pain points, and relay this information to internal teams to drive product enhancements and improvements.Monitor key performance indicators (KPIs) related to customer satisfaction, retention, and revenue growth, and develop strategies to optimize results.Maintain accurate records of client interactions, issues, and resolutions, and generate regular reports on customer success metrics for management review.Performs other duties as assigned.

Qualifications & Skills:Bachelor's degree in Business Administration, Operations, Sales, Customer Support or a related field.1-3 years’ experience in a customer-facing role, preferably in account management, customer success, or sales.Strong communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels.Excellent problem-solving abilities, with a proactive and solution-oriented mindset.Ability to manage multiple priorities in a fast-paced environment and work effectively under pressure.Familiarity with CRM software (e.g., Salesforce, Zoho) and proficiency in Microsoft Office suite.Knowledge of the vending industry or retail sector is a plus.

Physical Requirements: Prolonged periods of sitting at a desk and working on a computer.Must be able to lift up to 15 pounds at times.Must be able to travel by car and plane with or without accommodations.

Supervisory Responsibilities:None.Travel:Periodic.Work Environment: Exposure to fluorescent lighting in an office environment if traveling onsite with ART. Additional Eligibility Requirements: Pass background checkAffirmative Action/EEO Statement: ART, LLC is committed to providing a safe and respectful work environment that promotes diversity, equality and inclusion in accordance with all applicable local, city and county, state and federal laws. Additionally, ART, LLC provides equal employment opportunities to all qualified applicants and employees regardless of race, sex (including gender identity and pregnancy), sexual orientation, national origin, religion, family or parental status, disability (including physical, mental or emotional), genetic information, military service, age, marital or civil union status or any other status as protected under federal, state or local law.ADA Disclosure:ART, LLC complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodations are needed to participate in the job application or interview process, or to perform essential job functions, and or to receive their benefits and privileges of employment please contact the Human Resources department. Automated Retail Technologies LLC participates in E-Verify