Customer Success Manager

About Harri:

Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First-driven individuals who want to exceed the expectations of those who experience our brand. 

If you’re a builder, or problem solver, and love the fast pace of a startup, it’s time to meet the Harri family.

Who you are: 

What is a Customer Success Manager?

• Develops Healthy Customer Relationships
• Enhances Customer Experience
• Evaluates and Analyzes Customer Needs
• Builds Trust and Transparency with Clients
• Acts as a Customer Advocate
• Encourages Customers to Upgrade their Products
• Promotes Customer Loyalty

Our Customer Success Managers are responsible for ensuring that key relationships with our clients are developed and maintained; assisting them post ‘go live’. They take the time to get to know their clients and their business needs, to ensure they are getting the most of their investment in Harri. 

Key Responsibilities:

Customer Success Managers are responsible for developing and retaining positive relationships with Harri clients.  Specifically:

• Fostering relationships with key accounts and internal teams to drive action.
• Customer Success Managers are responsible for developing and retaining positive relationships with Harri clients
• Developing relationships to serve as a trusted consultant with customers to optimize their loyalty and marketing strategy
• Monitoring usage and product adoption, proactively contacting clients to deliver coaching/training to improve their utilization.
• Understanding how to build and present Harri’s value story using data and insights.
• Driving growth with existing customers, identifying upsell and cross sell opportunities and therefore generating new revenue.
• Understanding, adapting to and helping to develop Harri’s ongoing product and technology developments.
• Communicate regularly with the customer to evaluate satisfaction

General Activities Include but are not limited:

• Identifying Cross Platform Opportunities and liaise with the Go-to-market team 
• Own the renewal process for all customers and working with cross functional teams to align billing
• Create NRO (New Restaurant Opening) opportunities for the client for the launch team to implement to ensure that all relevant locations are billed accordingly 
• Create success plans with senior leaders of the business to showcase ROI and reduce churn risk
• Be the escalation point for clients for issues but not own the resolution 
• Identify adoption opportunities and showcase with the client through EBRs that will determine next steps and enhance the customer’s success plan 
• Schedule EBRs with the client on a 6 month basis and monthly/weekly meetings dependent on health and risk of the account. 

Experience and Skills:

Relationship Building and Management

• Expertise in developing and maintaining positive relationships with key accounts.
• Ability to act as a trusted consultant to customers, fostering loyalty and optimizing their marketing strategies.

Customer Advocacy and Support

• Strong advocacy skills to represent customer needs and enhance their overall experience.
• Ability to act as the escalation point for client issues and ensure timely resolution.

Data Analysis and Insights

• Proficiency in analyzing customer data to understand usage patterns and product adoption.
• Ability to present data-driven insights and Harri’s value story to clients.

Communication and Interpersonal Skills

• Excellent verbal and written communication skills for regular client interactions.
• Skilled in conducting Executive Business Reviews (EBRs) and creating success plans with senior leaders.

Sales and Revenue Growth

• Capability to identify upsell and cross-sell opportunities to drive growth and generate new revenue.
• Experience in managing the renewal process and aligning billing with cross-functional teams.

*Please note this job description is not designed to cover or contain a complete listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time.*