About Meal Ticket/MarketMan:
Meal Ticket is a software company based in Boise, ID that provides data-driven solutions to the foodservice supply chain market (manufacturers/suppliers, distributors and operators). Meal Ticket’s proprietary software suite comprises multiple products including profit optimization software (focused on complex rebate programs), a sales & marketing enablement + CRM platform, foodservice trade show management software and various reporting solutions. In 2021, Meal Ticket acquired MarketMan, an international software organization that specializes in creating tools to help restaurant operators better manage their businesses. MarketMan’s best-in-class software suite consists of inventory management, purchasing and accounts payable tools. Meal Ticket is backed by Providence Strategic Growth, a leading growth equity firm located in Boston, Massachusetts.
About the Role:
Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). Ideal locations for potential candidates: Boise, ID, New York, NY, Denver, CO, Toronto, CA
Responsibilities:
- Drive Customer Success Outcomes
- Increase renewal rates and reduce churn.
- Expand our revenue in accounts through cross-sell and up-sell.
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
- Drive new business growth through greater advocacy and reference-ability.
- Define and Optimize Customer Lifecycle
- Map customer journey
- Develop listening points in journey (e.g., usage, satisfaction, etc.)
- Standardize interventions for each point in journey.
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement.
- Learn from best practices in industry.
- Manage Customer Success Activities
- Customer Success Management
- Renewals
- Cross-sell / Up-sell
- Advocacy
- Measure Effectiveness of Customer Success
- Define operational metrics for team.
- Establish system for tracking metrics.
- Create cadence for review within team.
- Expose subset of metrics to executive team, company and board
- Lead World-class Customer Success Team
- Recruit experienced leaders for each functional role.
- Attract high potential individual contributors into team.
- Create rapid onboarding process for new team members.
- Foster collaboration within team and across customer lifecycle
- Encourage continuous learning within team.
- Enhance Effectiveness and Efficiency Through Technology
- Support systems
- Customer marketing software
- Reference and advocacy solutions
- Customer Success Management platform
- Inspire Customer Success Across Company
- Create company-wide culture of Customer Success
- Align with Marketing around marketing to existing clients.
- Align with Product around driving product roadmap.
- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus.
- Align with Finance around measurement and forecasting.
- Align with Executive Team around key metrics and objectives.
- Drive company-wide definition of ideal customer
- Create company-wide customer feedback loop.
Required Experience/Skills:
- 5+ years' experience in leading customer-facing organizations within a SaaS environment
- Ability to manage influence through persuasion, negotiation, and consensus building.
- Ideally combined background of post-sale and sales experience
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement.
- Enthusiastic and creative leader with the ability to inspire others.
- Excellent communication and presentation skills
- Relevant bachelor’s degree
Benefits:
Meal Ticket offers an unlimited PTO plan and (15) company-designated paid holidays. The company also extends a “paid vacation” stipend in which an employee is reimbursed up to $2,000 for vacation expenses- this includes hotel, airfare, recreational equipment rentals, and so forth. This amount is prorated for the first year of employment based on the time of service that the vacation request is made. The company will provide employees with the opportunity to participate in the standard benefits plan currently available to all Meal Ticket employees. The company also offers medical and dental plans, along with a 401(k) plan. You will be able to enroll in these health benefits on the first day of employment. The Meal Ticket office in Boise, Idaho is located adjacent to the Boise River Greenbelt, which is a 25-mile-long bicycle and pedestrian path & links over 850 acres of parks and natural areas along the Boise River. We have an office in NYC & offer remote/hybrid options for many positions.
PLEASE APPLY USING THIS LINK: https://mealticket.bamboohr.com/careers/29