Job Summary and Mission
As a Customer Success Manager, Associate, you will work closely with several teams including our Licensee Business Development team, Starbucks technology, Customer Success Managers & Support and externally facing customers including Licensee owners and our installation vendors.
Your main responsibility will be supporting licensees through the implementation of technical products, managing correspondence and schedules, supporting CSMs and Senior CSMs, and administering the CSM mailbox. You will develop and maintain: a deep understanding of the Point-of-Sale & reporting platforms, the ability to articulate how to use the systems, and an understanding of how the overall Connect program is delivered to our Licensees including hardware, software, and network requirements.
The expectation as an associate is that you deliver exceptional customer service to our internal partners and external customers. You can effectively communicate how our system works including function, hardware, and networking setup. You respond in email and over the phone to customer inquiries that are documented, and you will learn the onboarding process to the Connect platform, deployment & installation schedules.
Models and acts in accordance with Starbucks guiding principles.
Summary of Key Responsibilities
Responsibilities and essential job functions include but are not limited to the following:
- Support CSMs in onboarding new and existing Licensee Team through the Connect platform process
- Act as the go-to resource for other CSMs to brainstorm technical solutions to address challenges including the ability to identify solutions to suit the specific needs of a licensee
- Partner with cross-functional teams including Product Management, Customer Support, and Engineering to translate customer business needs and product feedback into product improvements.
- Study, learn and become a subject matter expert with our business, customers and their unique needs, our data and visualizations.
Production Support
- Receive, manage, clarify, and prioritize communications from multiple customers. Requests may be delivered via ticketing system, email or phone.
- Update internal tracking systems and customers on request status & any known problems. Licensees will not have access to tracking systems.
- Assist with communication plans for production rollouts as required while other CSMs are out of the office.
- Efficiently & effectively handle multiple tasks and requests simultaneously and manage competing priorities.
Leadership
- Self-directed; is successful with minimal direction from other team members, providing escalation when necessary.
- Partners with business teams, responding quickly and thoroughly to requests and issues related to the Connect Platform.
- Provides constructive input and perspective to team conversations.
- Able to learn onsite and/or remotely to fully understand the required skillset to move from CSM Associate to CSM
- Proficiency in retail installation processes, including network, payments, and coordination with vendors
- Deployment of hardware working onsite with vendors and managed licenses
- Networking knowledge of VLANs, segmentations and components including firewall, DMZ, and VPN products
- Treat customers with integrity, compassion, and respect
Summary of Experience
- Experience interacting with client facing role in technology and business operations
- Retail installation experience and building of processes to support the Customer Success Manager program.
- General Point-of-Sale technology knowledge and experience with technology
- Relevant work experience in a customer-facing position preferably in a professional services, solutions, or technical account management role
- Experience with integrating to 3rd party vendors and connections to a proprietary system
- Ability to make data-driven decisions related to partners
- Demonstrated project management abilities
- Ability to travel up to 15% for onsite customer workshops and events
Required Knowledge, Skills and Abilities
- An ability to break down complex topics in simple terms to ensure client understanding
- Strong attention to detail
- Ability to communicate clearly and concisely, both orally and in writing
- Proven experience in conducting presentations to key individuals and C-level team members.
- Effective Customer Success skills
- Proficiency in Microsoft Office Suite
- Working knowledge of POS systems and IT operations & Support
- Ability to balance multiple priorities and meet deadlines.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Starbucks Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at applicantaccommodation@starbucks.com.