Customer Performance Liason
Job Description
Customer Performance Liason´s role is to lead and manage the Relationship Management process and influence business outcomes for the brand and EMN8. The primary business goal is to drive transactions/usage. The CPL provides the following:
•Main link into the customer company for all issues;
•Understand the Operators' business, market needs and environment;
•Help optimize Self Service in their restaurant operations to achieve their business objectives;
•Add value in the relationship to their business by, for example, advising on issues relevant to their business;
•Help exploit market opportunities and identify new challenges; and
• Act with integrity and professionalism.
Desired Skills & Experience
The following skills are critical for this position:
•The CPL is analytical and highly relationship driven.
•He/she serves as primary representative and business partner to the customer at the store and system levels.
•Owns the outcomes of a system; (i.e. A franchise of 70 stores)
•Tasked with driving transactions and other clearly defined business objectives by leveraging EMN8's know how, resources and tools.
•Systematically visits stores, engages with key decision makers and provides follow up training, tips for success and other proven self service expertise and support.
•Generates dash boards, reports and business intelligence and systematically reviews them and their implications with store managers, area coaches and operational heads and owner-operates.
•Ability to monitor and mitigate risk – technical issues, requests for feature enhancements, marketing programs and the link.
•Systematically report findings and status of stores to the EMN8 Account Owner. Raises the proverbial "red flag" immediately for acute and ongoing issues. Recommends and/or solicits and implements mitigation strategies. Champions the needs of the customer and end users which drive adoption and usage.
•Provides feedback product, industry, market and customer information to EMN8 ELT and follows up status.
•Provides suggestions to Director of Training and Head of Store Performance Management to develop creative, real time methods to train, transfer knowledge and imbed self service into the system.
•Acts professionally and with integrity; Ability to forge strong relationships without overstepping customer-client boundaries.
Company Description
About EMN8
EMN8, a late stage pre IPO is the market leader in self-service solutions for Quick Service Restaurants (QSR), Fast Casual Restaurants (FCR) and other retail environments. We provide a full solution – software, hardware, enterprise tools, content and media management, support and analytics. Our solutions drive revenue and business outcomes, build the brand, increase loyalty and delight customers. We are a venture backed, start-up with world-class customers, investors and strategic partners, recently chosen for the Red Herring 100 and Red Herring 100 International.
What We Offer
•Innovative and collaborative environment
•Advanced technology – consumer facing front end with complex, enterprise back-end.
•Opportunity to learn from industry trendsetters.
•Results driven cultureProfessional development
•Fun environment
•Cash compensation which rewards contributions and results
•Comprehensive benefits platform
•Equity
•If you meet these qualifications, send your resume in confidence to: jeccles@EMN8.com
•Please enter Customer Performance Liason in subject line.
If you meet these qualifications, send your resume to:jeccles@EMN8.com
Please enter Technical Support Analyst in subject line. Principals only.
No calls please.
EMN8 is proud to be an Equal Opportunity Employer.
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