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Director, Franchise Customer Success
Harri US
Director, Franchise Customer Success
Harri US
Full Time
$120000 - $165000 / Year
Director, Franchise Customer Success
Harri US
Full Time
$120000 - $165000 / Year
Skills
Strong Communication and Accountability
Customer Relationship Management
Cross-Functional Collaboration
Description
Harri is the first enterprise ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First driven individuals that want to exceed the expectations of those that experience our brand.
If you’re a builder, problem solver, and love the fast pace of a startup, it’s time to meet the Harri family.
Who you are:
The Director of Customer Success for our franchise vertical is responsible for key relationships within our franchise segment, ensuring our customers are developed and maintained; assisting them post ‘go live’. They take the time to get to know their customers and their business needs, to ensure they are getting the most out of their investment in Harri. This role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer. This role will report to the VP of Customer Success.
Key Responsibilities:
Team Success
- Coach and mentor the dedicated franchise Customer Success Team to maximize quality service and outcomes across post-go live initiatives leading to improved product adoption, retention and upsell/expansion rates across our franchise base.
- Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals.
- Identify needs across the team, working with the VP, Customer Success to coordinate additional enablement resources and training as needed.
- Collaborate cross functionally with Harri product and technical teams to establish process and best practices for new feature releases and deployment strategy.
- Establishing and enhancing Customer Success playbooks and Standard Operating Procedures.
Client Strategy
- The Director, Franchise Customer Success is responsible for developing and retaining positive relationships with Harri's franchise customers acting as a trusted consultant to optimize their loyalty
- Fostering relationships with key contacts across corporate stakeholders and franchise accounts
- Monitoring usage and product adoption, proactively engaging with customers to deliver coaching/training to improve their utilization
- Understanding how to build and present Harri’s value story using data and insights
- Driving growth with existing customers, identifying upsell and cross-sell opportunities, and therefore generating new revenue
- Understanding, adapting to, and helping to develop Harri’s ongoing product and technology developments
- Communicate regularly with the customer to evaluate satisfaction and be the escalation point as needed to resolve issues
General Activities include but are not limited to:
- Actively Upselling existing and developing features for the customer
- Identifying Cross-Platform Opportunities, working closely with the Franchise Sales Team, and liaising with the Go-To-Market team in general
- Own the renewal process for franchise accounts and work with cross-functional teams to align billing
- Create NRO (New Restaurant Opening) opportunities for the customer for the launch team to implement to ensure that all relevant locations are billed accordingly
- Create success plans with senior leaders of the business to showcase ROI and reduce churn risk
- Coordinating specific strategic workshops, master classes and new product webinars to increase platform adoption and account growth
- Collaboration with internal Support and Technical teams to assure SLAs are met
Ultimately, your goal is to ensure that the value derived from the solution exceeds customer’s expectations; as such, the role requires a combination of customer management experience, cross functional collaboration with Harri product and engineering, and excellent internal and external communication skills. This role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer.
The objective is to build teams to both expand across our franchise systems more deeply as well as upsell and cross sell new products into existing accounts through the relationships built with the franchise network. The individual will have an understanding of different System needs and adapt the sales and delivery approach of the Harri solution to their style of doing business.
KPIs of a Director, Franchise Customer Success:
Lagging Indicators
- 95% gross retention of customers over a 12-month rolling period
- 120% net retention of portfolio
Leading Indicators
- Growing and referenceable clients
- EBRs are held with all stakeholders in alignment with the segment
- Success Planning to showcase ROI
- Identifying upsell, cross-selling, and expansion opportunities
Physical Demands
- Activity is rarely/not required in this position
- Travel may be required
The salary range for this position is $120,000-$165,000 (USD).
Harri is the first enterprise ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First driven individuals that want to exceed the expectations of those that experience our brand.
If you’re a builder, problem solver, and love the fast pace of a startup, it’s time to meet the Harri family.
Who you are:
The Director of Customer Success for our franchise vertical is responsible for key relationships within our franchise segment, ensuring our customers are developed and maintained; assisting them post ‘go live’. They take the time to get to know their customers and their business needs, to ensure they are getting the most out of their investment in Harri. This role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer. This role will report to the VP of Customer Success.
Key Responsibilities:
Team Success
- Coach and mentor the dedicated franchise Customer Success Team to maximize quality service and outcomes across post-go live initiatives leading to improved product adoption, retention and upsell/expansion rates across our franchise base.
- Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals.
- Identify needs across the team, working with the VP, Customer Success to coordinate additional enablement resources and training as needed.
- Collaborate cross functionally with Harri product and technical teams to establish process and best practices for new feature releases and deployment strategy.
- Establishing and enhancing Customer Success playbooks and Standard Operating Procedures.
Client Strategy
- The Director, Franchise Customer Success is responsible for developing and retaining positive relationships with Harri's franchise customers acting as a trusted consultant to optimize their loyalty
- Fostering relationships with key contacts across corporate stakeholders and franchise accounts
- Monitoring usage and product adoption, proactively engaging with customers to deliver coaching/training to improve their utilization
- Understanding how to build and present Harri’s value story using data and insights
- Driving growth with existing customers, identifying upsell and cross-sell opportunities, and therefore generating new revenue
- Understanding, adapting to, and helping to develop Harri’s ongoing product and technology developments
- Communicate regularly with the customer to evaluate satisfaction and be the escalation point as needed to resolve issues
General Activities include but are not limited to:
- Actively Upselling existing and developing features for the customer
- Identifying Cross-Platform Opportunities, working closely with the Franchise Sales Team, and liaising with the Go-To-Market team in general
- Own the renewal process for franchise accounts and work with cross-functional teams to align billing
- Create NRO (New Restaurant Opening) opportunities for the customer for the launch team to implement to ensure that all relevant locations are billed accordingly
- Create success plans with senior leaders of the business to showcase ROI and reduce churn risk
- Coordinating specific strategic workshops, master classes and new product webinars to increase platform adoption and account growth
- Collaboration with internal Support and Technical teams to assure SLAs are met
Ultimately, your goal is to ensure that the value derived from the solution exceeds customer’s expectations; as such, the role requires a combination of customer management experience, cross functional collaboration with Harri product and engineering, and excellent internal and external communication skills. This role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer.
The objective is to build teams to both expand across our franchise systems more deeply as well as upsell and cross sell new products into existing accounts through the relationships built with the franchise network. The individual will have an understanding of different System needs and adapt the sales and delivery approach of the Harri solution to their style of doing business.
KPIs of a Director, Franchise Customer Success:
Lagging Indicators
- 95% gross retention of customers over a 12-month rolling period
- 120% net retention of portfolio
Leading Indicators
- Growing and referenceable clients
- EBRs are held with all stakeholders in alignment with the segment
- Success Planning to showcase ROI
- Identifying upsell, cross-selling, and expansion opportunities
Physical Demands
- Activity is rarely/not required in this position
- Travel may be required
The salary range for this position is $120,000-$165,000 (USD).
Director, Franchise Customer Success
Full Time
$120000 - $165000 / Year
Skills
Strong Communication and Accountability
Customer Relationship Management
Cross-Functional Collaboration
665 Broadway #402, New York, NY 10012, USA