Are you passionate about helping clients make the most out of their product? Do you believe that successful client adoption is the foundation of a successful long-term partnership? Can you check your ego and accomplish ambitious goals by inspiring and motivating your team and peers? Three times yes? Sounds like we found a match!
About this Opportunity:
The Team Lead serves as a business and solution expert, providing client success and product expertise for Enterprise clients; as well as leading a Client Success team to ensure they meet and exceed all job responsibilities, proper use of systems, and successful campaign execution. This leader must drive excellence and quality with all procedures defined and executed by the team. The Team Lead is a working manager with 60% of capacity attributed to client experience project deliverables and leading success for our clients using Popmenu’s platform. The additional 40% of capacity is focused on team leadership and supervision.
What’s on Your Plate:
- Goal and Process Generation: Work with the Vice President of Client Experience to establish clearly defined goals, objectives, responsibilities, competencies, and development plans for each member of the team. Collaborate on the development of standardized processes to drive efficiency and scalability in workflows.
- Leading a Team:Ensure team members are appropriately trained to handle day-to-day activities through ongoing coaching, training, and mentoring. This includes ensuring the team sustains the thresholds for all KPIs, managing conflict resolution between team members and clients, as well as preparing and delivering team member performance reviews.
- Subject Matter Expert:Ensure team members always stay up-to-date and ahead of emerging restaurant trends and product releases. This includes providing answers and guidance to team members regarding client requests and product applications, as well as seeking continuous process improvements that yield higher quality work and performance.
- Partnering with Restaurant Owners: Establish personal rapport and serve as the point of contact for larger mid/major customers throughout the client’s Popmenu journey. Work with customers to identify current and future business requirements, while also collaborating with customer stakeholders to set and manage acceptable expectations. Proactively handle escalated and/or dissatisfied clients to ensure they feel heard and get back on a positive track.
- Strategic Account Management: Oversee a portfolio of Enterprise level account management and ensure successful adoption of Popmenu tools. Seek to understand and confirm success criteria for customer engagement and ensure successful customer engagement throughout our customer’s lifetime journey. Consistently monitor and proactively engage with disengaged clients to identify potential downgrade and churn risks.
What You Bring to the Table:
- Candidates should have 4+ years of business experience, with experience managing teams and large projects.
- Experience in SaaS, and/or the food service/hospitality industry is required.
- Strong matrix management skills and ability to lead collaboratively in a diverse environment with both virtual and in-person teams.
- Ability to manage multiple complex implementation projects, including timelines, campaign scoping, brand messaging, brand design, etc.
- Excellent customer service and accountability skills with the ability to quickly mediate conflict
- Strong presentation, written, and verbal communication skills with the ability to articulate new technologies and corresponding value propositions to internal and external audiences.
- Demonstrated ability to present complex topics in a clear, concise, and easily understood manner.
- A Bachelor’s Degree, or equivalent experience, is required.
At Popmenu we believe in transparency and meeting candidates at eye-level. We know that money isn’t everything - but it is important. For this role, we have determined a compensation range of $95k to $100k in addition to company equity to be a fair and attractive offer. We would love the opportunity to meet you and learn more about you and your background. Final offer amounts are determined by multiple factors and may vary from the amount above. Looking forward to chatting with you!
Who We Are:
Popmenu is a fast-growing, venture-backed SaaS company in the restaurant/hospitality sector with more than 10,000 restaurant clients. We are dedicated to revolutionizing the industry in a way that benefits both the restaurant owner and their customers. We started with our now-patented, dynamic menu technology that unleashes the power of a restaurant’s greatest marketing tool: the menu. Since then, we have been endlessly innovating to continue tackling existing and emerging industry needs.
We hire exceptionally bright, motivated people who are passionate about helping great restaurants reach their full potential. We offer a flexible work environment, a pioneering concept, a product our clients love, and talented teammates. This is a chance to make great things happen and be a difference maker. We’re excited to meet you!
What We’re Serving:
- Genuine Core Values: We asked our employees what’s most important to them in the workplace and carefully sculpted our 4 core values to truly represent our company culture. We’re proud that our culture has been recognized with several awards including
Glassdoor’s Best Places to Work and
Top Workplaces USA. We’re even prouder that peers recognize each other on a monthly basis for exemplifying our values with what we call Super Booms.
- Giving Back: In addition to our larger partners such as the
Giving Kitchen, our culture champions (aka monthly Super Boom winners) pick a cause they are passionate about, and we’ll make a donation in their name.
- Visible Growth and Development: There is no way to avoid personal growth in a start-up! We keep innovating and improving and our team members keep growing as well. Just in the last year, 1 out of 5 team members has been promoted into a new role.
- Company Ownership: When we say, “Act Like an Owner”, we put our money where our mouth is! Every single team member receives meaningful company equity options because we recognize that every role is important for our success.
- Benefits for the Whole Family: Along with the typical medical, dental, vision, 401K benefits, we’ve got your furry family members covered with our Wagmo Wellness Plan.
