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About the Role

This role focuses on growing and ensuring success with our customers by interacting with clients, building loyalty, and developing long-term relationships. A critical part of the role is helping existing customers leverage TableCheck features, contributing to product evolution discussions, and product marketing strategies. Reporting to the VP Customer Success, this customer-facing role collaborates with various global teams to achieve key deliverables of growing the customer base and improving customer loyalty and engagement.

Responsibilities

Understand customer perceptions of the product and develop plans to improve them.
Construct and maintain mental models of key product attributes and features relevant to customer success.
Ascertain product gaps or weaknesses, assess their impact on customers, and communicate findings internally for prioritization and alignment.
Identify and engage key regional stakeholders within large groups to align on working methods and achieve mutual objectives.
Develop deep and collaborative partnerships with market sales and customer support teams.
Conduct calls with strategic customers to solicit feedback, involving relevant teammates and developing recovery strategies.
Identify customers for case studies, construct narratives, and partner with marketing teams for publication.
Monitor contract renewal dates and persuade clients to renew.
Create Quarterly Business Reviews (QBRs) for customers and internal stakeholders.

Requirements

Proficient in PPT, business writing, and storytelling.
Familiarity with different chart types and Pivot tables.
Experience developing relationships with client stakeholders, especially under challenging situations.
Interest in understanding processes and products, unafraid to ask questions.
Experience effectively managing complex and dynamic projects with multiple phases, stakeholders, metrics, and milestones.
Experience effecting change within teams and organizations through behavior and mindset change over a sustained period of time.
Video Production / Editing experience for creating customer-facing material.
Interest/Experience in AI for increasing efficiency and output.
Success in this role requires close coordination with multiple teams internally and externally, and a high level of cross-culture interaction.
Experience working in a multi-cultural, remote team environment is highly desirable.
Candidates with direct experience working with large hotel groups are more likely to be successful.
Fluent English verbal & written communication skills.

Skills

Presentation skills
Data analysis skills
Customer Relationship Management
Curiosity and empathy
Project Management
Change mindset
Video Production / Editing
AI
Regional / Global experience
Hospitality Group experience
English

About the Company

TableCheck is a global platform helping restaurants own their guest experience.
It assists merchants in reducing reliance on paid booking channels by converting first-time diners into repeat guests and repeat guests into loyal fans.
Used by over 14,000+ restaurants in 35 countries, including over 300+ Michelin-starred restaurants and top hospitality brands.
TableCheck has set new standards for restaurant management tools in Japan and aims to become the world’s leader in restaurant management.