AddressQuantaco enables better business outcomes for our hospitality clients through embedding technology into our services. This includes working with third party systems such as Deputy, Lightyear and Oracle NetSuite as well as the development of proprietary SaaS technology.
The Customer Success Manager sits at the forefront of the Quantaco client experience and how they engage with our technology, systems and processes and is responsible for ensuring our clients’ needs are represented in our technology and systems offering.
Everything we deliver to them must ensure the best possible outcomes for their investment in us.
As a key interface with our clients, you will have a deep understanding of how clients run their businesses, the ways in which our technology and systems can help them improve efficiency and where we can add further value. You will help maintain and build client satisfaction through attentiveness, proactivity and a desire to help them.
Ultimately you will be well positioned to be a voice of customer, inside the business. Working closely with all service lines, technology and fellow operational colleagues you have the opportunity to play an important part in informing how we can improve our offering and our capability to deliver.
About the role
As a key partner with our clients, you will have a deep understanding of how clients run their businesses, how our technology and systems can help them improve efficiency and where we can add further value. You will help maintain and build client satisfaction through attentiveness, proactivity and a desire to help them.
Ultimately, you will be well-positioned to be a voice of customers, inside the business. Working closely with all service lines, technology and fellow operational colleagues you have the opportunity to play an important part in informing how we can improve our offering and our capability to deliver.
Key responsibilities include:
- Collaborate directly with our clients by providing on-site and remote training to our clients, acting as a source of assistance from an operational perspective.
- Drive client adoption of our technology and support change management processes required to be adopted by our clients to maximise the efficient delivery of our services to them.
- Be a subject matter expert and administrator in our proprietary and non-proprietary technology and system components so that you can trouble-shoot problems, help build and brief new requirement and manage the adoption of enhancements and new features.
- Work closely with our sales, on-boarding, and technology team both locally and abroad to help drive innovation in our processes and procedures, utilising technology wherever possible and testing new product features and enhancements.
- Measure, monitor and drive operational performance improvements across the service delivery team.
- Assist in roll-out and enablement of new products, features & enhancements with clients.
- Work directly with our technology partners to ensure they maintain SLA’s, driver further enhancements and improvements for the benefit of our clients and our service delivery.
About you
- Minimum five years of operational activities in hospitality (pubs, clubs or restaurants) in a senior position, ideally operations or venue management.
OR
experience in a client-facing technical role supporting hospitality clients - Experience in developing and documenting processes.
- Experience and enthusiasm in using hospitality-related software applications for both front- and back-of-house operations, knowledge of Deputy, Tanda, Keypay, Lightyear digital incident registers or cash reconciliation software is an advantage.
- High level of interpersonal communication skills, spanning verbal, written and electronic.
- Superior stakeholder management and technical skills.
