● Menu Management & Optimization: Build and map menus on the company’s internal UI within SLA, along with reviewing menus and optimizing for brands.
● Client Communication: Serve as the primary liaison between the client and the onboarding team regarding any menu-related work. Maintain open and effective lines of communication and be prepared to speak at regular meetings, agendas, and action plans.
● Stakeholder Communication: Connect with internal and external stakeholders to provide menu updates and highlight successes and areas for menu improvement.
● Training: Lead training sessions for clients, ensuring they can effectively use the company’s menu products. Train internal team members on menu processes and products to enhance the company's knowledge.
● Process & Documentation: Provide feedback regarding internal and external menu processes and documentation to enhance and simplify the client and team experience. Submit Feature Requests to improve our products on behalf of the menu team and the client.
● Issue Resolution: Identify and resolve any issues during the menu process, ensuring the client’s experience remains positive. Act as a second-level escalation point of contact internally and externally.
● Bachelors degree in Business Administration or a related field. An advanced degree (or equivalent experience).
● Minimum of 7+ years of experience in client operations, client relationship management, or a senior leadership role with a proven track record of successful client implementation and relationship management.
● Excellent communication, interpersonal, and analytical skills with the ability to engage effectively with clients and internal teams.
● Superior organizational and time management skills, with a capacity to handle multiple high-priority projects simultaneously.
● Familiarity with tools like Asana, Trello, MS Project, or similar for managing projects and tracking progress.
● Familiarity with CRM platforms (e.g., Hubspot) and customer success tools.
● Strong attention to detail ensures that all onboarding process aspects are executed flawlessly.
● Ability to adapt to changing environments and manage multiple priorities in a fast-paced setting.
● Ability to develop and conduct client training sessions to ensure successful product adoption.
● Comfortable to working in the US shift hours.
● Comfortable to work with own device.
