Job Summary and Mission
As a Customer Success Manager, you will work closely with several teams internally including our Licensee Business Development team, Starbucks technology & Support and externally facing customers including Licensee owners and our installation vendors.
Your main responsibility will be overseeing onboarding to the Connect platform through contracting and deployment, for the group of Licensees you manage. Delivering exceptional customer experience during the onboarding process to the Connect platform, deployment & installation schedules, and continuing to ensure the Licensee knows what is coming with our next releases will be your focus upon installation completion.
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:
- Onboard new and existing Licensee Team through the Connect platform process: Connect Program onboarding, implementation/deployment, discovery around API integration, reporting needs, ongoing maintenance, and growth.
- Act as the go-to resource for Licensees to brainstorm and implement both business and technical solutions to address challenges including the ability to identify and suggest practices to suit the specific needs of a licensee.
- Assist the Licensee Sales team in setting up prospective Connect customers for success, and then manage the onboarding of new customers, driving them quickly to first value and assisting with discovery, design and configuration as needed.
- 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 including new features and general inquiries. Requests may be delivered via ticketing system, email, or phone.
- Collaborate with customer to collect business requirements for the initial deployment and ongoing feature requests.
- Meet with customers to discuss current successes, challenges and travel to those headquarters as required.
- 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.
- 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 lead streams of implementation work for many licensees, interfacing with Project Manager, Analysts, and other team members.
- Treat customers with integrity, compassion, and respect
Summary of Experience
- Experience with client-facing roles 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 25% for onsite customer workshops and events.
Required Knowledge, Skills and Abilities
- 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.
- 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.