customer success manager sr - Starbucks Connect

at  Starbucks

From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others.
As a Customer Success Manager Senior, you will work closely with several teams internally including our Licensee Business Development team, Starbucks technology & Support and externally facing customers including Licensee owners and our installation vendors.
Your main responsibility will be overseeing the Connect platform deployment and successful use of the application for the group of Licensee you manage. Delivering exceptional customer experience during the onboarding process to the Connect platform, deployment & installation schedules, ensuring contracts are completed and continuing to ensure the Licensee knows what is coming with our next releases will be your focus upon installation completion. Additionally, you will act as a mentor, driving business and technology initiatives to Licensees and team members.
Summary of Key Responsibilities

Responsibilities include but are not limited to the following:

• Onboard new and existing Licensee Team through the Connect platform process: Connect Program onboarding, implementation/deployment, discovery around API integration, reporting needs, ongoing maintenance, and growth.
• Act as the go-to resource for Licensees to brainstorm and implement both business and technical solutions to address challenges including the ability to identify and suggest practices to suit the specific needs of a licensee.
• Assist the Licensee Sales team in setting up prospective Connect customers for success, and then manage the onboarding of new customers, driving them quickly to first value and assisting with discovery, design and configuration as needed.
• Partner with cross-functional teams including Product Management, Customer Support, and Engineering to translate customer business needs and product feedback into product improvements.
• Study, learn and become a subject matter expert with our business, customers and their unique needs, our data and visualizations.
• Assist current Customer Success Managers and Associate Customer Success managers in delivering best in class service to our Licensees.

Production Support

• Receive, manage, clarify and prioritize (along with the Project Manager) communications from multiple customers including new features and general inquiries. Requests may be delivered via ticketing system, email or phone.
• Collaborate with customer to collect business requirements for the initial deployment and ongoing feature requests.
• Meet with customers to discuss current successes, challenges and travel to those headquarters as required.
• Update internal tracking systems and customers on request status & any known problems. Licensees will not have access to tracking systems.
• Assist with communication plans for production rollouts
• Efficiently & effectively handle multiple tasks and requests simultaneously and manage competing priorities.

Leadership

• Self-directed; is successful with minimal direction from other team members, providing escalation when necessary.
• Partners with business teams, responding quickly and thoroughly to requests and issues related to the Connect Platform.
• Provides constructive input and perspective to team conversations.
• Able to lead streams of implementation work for many licensees, interfacing with Project Manager, Analysts, and other team members.
• Develops and trains junior level CSM Partners to achieve business goals.
• Treat customers with integrity, compassion, and respect

Basic Qualifications

We’d love to hear from people with:

• Proficiency in retail installation processes, including network, payments, and coordination with vendors.
• Deployment of hardware working onsite with vendors and managed licenses.
• Networking knowledge of VLANs, segmentations and components including firewall, DMZ, and VPN products.
• An ability to break down complex topics in simple terms to ensure client understanding.
• Strong attention to detail.
• Ability to communicate clearly and concisely, both orally and in writing.
• Proven experience in conducting presentations to key individuals and C-level team members.
• Effective Customer Success skills.
• Proficiency in Microsoft Office Suite.
• Working knowledge of POS systems and IT operations & Support.
• Ability to balance multiple priorities and meet deadlines.

Preferred Qualifications

We’d especially love to hear from people with:

• Experience with client-facing roles in technology and business operations.
• Retail installation experience and building of processes to support the Customer Success Manager program.
• General Point-of-Sale technology knowledge and experience with technology.
• Relevant work experience in a customer-facing position preferably in a professional services, solutions, or technical account management role.
• Experience with integrating to 3rd party vendors and connections to a proprietary system.
• Ability to make data-driven decisions related to partners.
• Demonstrated project management abilities.
• Ability to travel up to 25% for onsite customer workshops and events.

From free coffee to competitive pay, Starbucks is proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include 100% tuition coverage through our Starbucks College Achievement Plan, health coverage with a variety of plans to choose from, and stock & savings programs like our equity reward program, Bean Stock. What’s more, Starbucks offers flexible scheduling and opportunities for paid time off. Visit starbucksbenefits.com for details.
If you live in the greater Seattle area, we offer a flexible workplace that allows for hybrid work. Partners can work remotely up to two days per week.
If you live outside of the greater Seattle area, we offer a flexible remote workplace environment and accommodations

• Onboard new and existing Licensee Team through the Connect platform process: Connect Program onboarding, implementation/deployment, discovery around API integration, reporting needs, ongoing maintenance, and growth.
• Act as the go-to resource for Licensees to brainstorm and implement both business and technical solutions to address challenges including the ability to identify and suggest practices to suit the specific needs of a licensee.
• Assist the Licensee Sales team in setting up prospective Connect customers for success, and then manage the onboarding of new customers, driving them quickly to first value and assisting with discovery, design and configuration as needed.
• Partner with cross-functional teams including Product Management, Customer Support, and Engineering to translate customer business needs and product feedback into product improvements.
• Study, learn and become a subject matter expert with our business, customers and their unique needs, our data and visualizations.
• Assist current Customer Success Managers and Associate Customer Success managers in delivering best in class service to our Licensees