Customer Success Manager, Fourth
Travel required: 25% average
Analytics, workforce & inventory management for hospitality
Job no longer available
Analytics, workforce & inventory management for hospitality
501-1000 employees
Job no longer available
Travel required: 25% average
501-1000 employees
Company mission
Fourth's mission is to transform how its customers conquer the day in the increasingly dynamic-paced environment in which they operate.
Role
Who you are
- Ability to effectively implement account management and customer success strategies
- Proven track record of consistently exceeding subscription revenue targets and renewal negotiation experience
- Experience working with C level executives
- Strong presentation, communication, prioritization, and negotiation skills
- Excellent interpersonal and leadership skills
- Proven team player
- Strongly prefer experience in sales, operations and/or support for either the Entertainment, Restaurant or Retail Technology Space
- Bachelor's s degree strongly preferred
- 3+ recent years of experience as a hands-on Customer Success Manager for a SaaS company
- Strong analytical skills, critical thinking, and problem-solving skills
- Energetic, creative, organized, and self-motivated
- Proven ability to effectively communicate with senior leaders internally and with customer
What the job involves
- Fourth is seeking a Customer Success Manager to report to our Senior Manager of the Customer Success Team
- The objectives are to maximize customer retention and success while driving operational excellence to ensure that your portfolio of customers are realizing the full value of their investment throughout the customer life cycle
- This role requires working alongside Sales, Product, Professional Services and Senior Management to constantly represent the voice of the customer and to drive the highest possible return on investment
- Key focus areas will include revenue retention, revenue expansion through renewals and lead generation and execution of business reviews with C-level presence
- As a SaaS company, Fourth is looking for a candidate that is able to connect with and understand our customer’s needs and create effective growth and retention strategies that can scale across an enterprise portfolio of accounts
- You will be responsible to ensure customers are getting the most value out of the product(s) with widespread adoption
- In addition, you will develop strong customer relationships with C-level contacts, serve as a customer advocate, identify upsell opportunities that align with the customer needs, facilitate problem resolution between customer and company technical support, and be knowledgeable about the product and able to assist in training
- In this role you will have responsibility for owning a portfolio of accounts, retaining, and growing the revenue from these accounts via contract renewals and lead generation
- The essential qualities for success in this role include entrepreneurial disposition, self-starter, tenacious, organized, focused, responsible, and accountable
- Responsible for overall revenue retention within your portfolio of accounts and held to a high attainment for your KPI metrics
- Attain/Exceed revenue goals through contract renewals and identifying/qualifying upsell/cross sell opportunities within your portfolio with a high attainment for your KPI metrics
- Establish and maintain executive level relationships within your portfolio
- Develop and execute account objectives including negotiation of contract pricing and terms & conditions that align with Fourth standards
- Manage all aspects of the customer success process typically beginning prior to contract signature for enterprise accounts. This will require a level of project management experience to ensure successful rollouts of the full suite of Fourth products
- Be a customer advocate. Communicate customer feedback and product requirements back to key stakeholders
- Conduct Frequent Business Reviews, often to a C-level audience
- Support marketing efforts including soliciting customer testimonials and securing customer participation in company events
- Handle support escalations as needed
Otta's take
Sam Franklin
CEO of Otta
Fourth is the global leader in end-to-end restaurant and hospitality management technology solutions. Its SaaS suite includes scheduling, time and attendance, applicant tracking, training, inventory management, procurement, HR, payroll services, analytics, and AI forecasting tools.
This comprehensive offering enables clients to optimise profits, control costs and enhance guest satisfaction, as well as improve employee engagement and manage risk and compliance. Its business intelligence tools means businesses are better connected with their data, giving them visibility, insight and control to achieve more.
Fourth serves thousands of customers, with hundreds of thousands of locations, including big name brands such as Burger King, Mandarin Oriental, Shari's, Soho House and Food First. The company continues to release new products to its suite; such as Fuego, a financial workforce solution to help businesses attract and retain talent.
In the midst of an ongoing hospitality worker shortage, Fourth's ability to support flexible scheduling and virtual hiring could well be part of the solution for many businesses in the sector - which definitely represents an opportunity moving forwards.
Insights
Company
Company benefits
- Paid Time Off
- Charity Days
- Refer a Friend Bonus
- Birthday Off
- Paid Maternity/Paternity Leave
- Medical Care Insurance
- Employee Assistance Program
- Health and Wellbeing Initiatives
- Corporate Discounts
- Corporate and Team-building Events
- Retirement Plans
Company values
- Adapt & Grow - We embrace innovation, agility, and continuous improvement to overcome challenges, achieve our goals, and strive for excellence
- Collaboration - When we work together with a common purpose, we achieve collective success
- Respect - Listening with intent to ideas and opinions, we embrace and celebrate differences, empowering people to be their best selves
- Fun - Sharing passion and excitement for everything we do
- Customer Focus - We listen to understand our customers, providing them with the best options to achieve their goals
- Honesty - Authenticity allows us to build trusted relationships. Where there is trust, there is meaning in what we do and who we are
Company HQ
City of London, London, UK
Founders
Clinton Anderson
(CEO, not founder)20 years growth, operations and M&A consulting experience at Bain & Company, and previous President of the Hospitality Solutions business at Sabre Corporation.
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