Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides aunique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!
Join the Revenue Operations team as Revenue Operations Analyst for Customer Support (as part of the wider Customer Success Team)and be an integral part in ensuring our next stage of growth. In this role you will be reporting to the VP of Revenue Operations while supporting the Customer Support Leadership Team and deriving insights from tools such as Freshdesk, Gainsight and Salesforce.com and their surrounding application ecosystem. You will be a key driver in tracking and reporting on weekly, monthly and quarterly metrics for the Customer Support teams against their goals, and you will be building and improving key business processes within the Customer Support and the broader Customer Success Team.
How you'll add value:
Data Analysis & Reporting: Track and analyze R365 Customer Support Team’s key performance indicators by identifying areas for improvement and providing actionable insights and recommendations
Data Analysis & Planning: Collaborate with cross-functional teams such as Finance, Data & Analytics, and Product to provide a holistic picture of Customer Support Team’s performance
Customer Support Tools: Monitor and analyze adoption of CS software tools by understanding their role within the Customer Lifecycle (Freshdesk in particular)
Customer Support Strategy: Initiate and lead projects that support continued scalability of the Customer Support team and help meet customer renewal targets
Customer Support Process Design: Continuously evaluate customer support lifecycle, while introducing process efficiencies through automation and process streamlining
Thought leadership: Proactively identify industry best practices and help bring innovative ideas to the Customer Support and the wider Customer Success organization about how to scale the organization and drive growth for our customers What you'll need to be successful in this role:
4+ years functional Customer Support or Customer Success Operations experience in the SaaS industry
Analytical problem solver and self-starter, you will use data and qualitative information to help develop processes and drive the optimization of our daily operations and tools
Proficiency in Freshdesk or equivalent support ticketing systems, with a keen understanding of
system administrations and configuration
Proficient in scoping out process and system changes and ability to understand their impact on the overall customer success lifecycle
Proficient in project management with demonstrated ability to drive projects from start to finish
Advanced Excel skills (Pivot tables, VLOOKUP, filtering, functions, and formulas)
Effective communication skills and the ability to build cross-functional relationships across the organization.
Knowledge and understanding of customer support and customer upsell processes
Ability to work independently with a high degree of accountability
Strong Attention to detail and data integrity
PREFERRED QUALIFICATIONS
Experience with Freshdesk
Experience with Gainsight
Experience with Pendo R365 Team Member Benefits & Compensation
This position has a salary range of $90,000-$115,000. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
Comprehensive medical benefits, 100% paid for employee
401k + matching
Equity Option Grant
Unlimited PTO + Company holidays
Wellness initiatives
#BI-Remote
Additional Information
R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.
