Bilingual Customer Success Manager

4 days ago

London, Greater London, United Kingdom La Fosse Full time

Job Title: Bilingual Customer Success Manager

Job Summary:

We are seeking a highly skilled Bilingual Customer Success Manager to join our team at La Fosse. As a key member of our organization, you will play a vital role in ensuring the success of our internal teams through the effective use of our Kitchen Management System (KMS).

Key Responsibilities:

  • Planning and Rollout:
  • Collaborate with market teams to plan and execute the rollout of the KMS across all restaurant locations.
  • Develop comprehensive project plans, including timelines and milestones, to ensure a smooth implementation process.
  • Benefit Realization:
  • Ensure that the benefits of the KMS are fully realized by monitoring system usage and performance.
  • Collect and analyze data to demonstrate the impact of the KMS on kitchen efficiency and overall operations.
  • Performance Reviews and Monitoring:
  • Establish regular performance reviews with restaurant locations to assess KMS effectiveness.
  • Implement service level monitoring and reporting to ensure the system meets performance standards.
  • Support and Collaboration:
  • Work with the Group Infrastructure & Operations (I&O) Lead to ensure the KMS is adequately supported.
  • Coordinate with technical support teams to troubleshoot and resolve any technical issues.
  • Internal Relationship Management:
  • Build and maintain strong relationships with restaurant managers and staff, acting as their trusted advisor.
  • Product Expertise and Support:
  • Develop a deep understanding of our KMS, staying updated on new features and updates.
  • Provide ongoing training and support to restaurant locations, helping them leverage the full capabilities of our system.
  • Cross-Functional Collaboration:
  • Work closely with operations, technology, and training teams to ensure a seamless internal experience.
  • Interface with operational teams across our main markets across EMEA to coordinate internal success initiatives.

Requirements:

  • 5+ years of experience in customer success, account management, or a similar role, preferably within the restaurant or technology industry.
  • Experience with KMS or other restaurant management software is a plus.

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