Client Success Manager

The Senior Client Success Partner plays a critical role in ensuring a seamless and successful experience for SpotOn clients. This role is responsible for installing and configuring SpotOn hardware and networking devices, performing on-site surveys, and delivering hands-on training and live support. The Senior Partner ensures clients are confident using SpotOn software, conducts ongoing health checks, resolves support issues, and builds strong, lasting relationships through exceptional customer service.

Beyond technical execution, this role collaborates cross-functionally to troubleshoot issues, identify upsell opportunities, and generate referrals from satisfied clients. Regular travel to client sites is required to provide in-person support and strengthen client partnerships.

ESSENTIAL FUNCTIONS:

• Install and configure SpotOn hardware, peripherals, and networking devices, as well as additional implementation tasks as assigned.
• Conduct on-site surveys to determine optimal hardware placement, verify low-voltage wiring, and identify power outlet locations.
• Deliver comprehensive, hands-on client training and live support to ensure confident use of SpotOn software and features.
• Perform on-site health check-ins to confirm system functionality and client satisfaction.
• Conduct on-site hardware demonstrations as needed.
• Build and maintain strong, trusted client relationships through regular in-person and remote engagement.
• Respond to and resolve escalated support tickets promptly and professionally.
• Collaborate cross-functionally with internal teams to diagnose, troubleshoot, and resolve complex client issues efficiently.
• Communicate technical concepts clearly to non-technical users to promote understanding and confidence.
• Identify opportunities to upsell additional products and services based on client needs.
• Develop and execute strategies to generate referrals from satisfied clients.
• Travel frequently to and from client locations.

MINIMUM QUALIFICATIONS:

• Excellent interpersonal and communication skills, with the ability to connect with clients and address their concerns effectively.  Strong proficiency in troubleshooting hardware and software issues, with a solid understanding of low-voltage wiring and power outlets.
• Strong problem-solving skills and the ability to handle support escalations in a calm and professional manner.
• Proficiency in training end-users in software applications, preferably in a face-to-face setting.
• Ability to work independently, utilize independent discretion, manage time effectively, prioritize tasks to meet deadlines and effectively resolve support issues
• Ability to travel and work on-site at various client locations as needed.
• Some night and weekend tasks may be required

EXPERIENCE REQUIREMENTS:

• 2+ years of management experience working in the restaurant industry
• 2+ years experience building and maintaining strong relationships with clients, ensuring a positive and satisfactory experience.
• Familiarity with various hardware and networking devices, including terminals, handhelds, printers, and peripherals.
• Familiarity with low-voltage wiring principles, identification, and verification of wiring connections.

EDUCATION REQUIREMENTS:

• Associate’s Degree is the minimum educational requirement for this position.
• Technical Certification or Diploma: Preferred technical certifications or diplomas in relevant fields such as information technology, computer science, electronics, or a related discipline.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS:

• Must be able to remain in a stationary position a minimum of 50% of the work day
• The person in this position needs to move about on-site at client locations
• May be required to kneel or assume an uncomfortable position during installation
• Lift and carry equipment weighing up to 25 pounds

Benefits:  

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:

• Medical, Dental and Vision Insurance 
• 401k with company match
• RSUs
• Paid vacation, 10 company holidays, sick time, and volunteer time off
• Employee Resource Groups to build community and inclusion at work
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development

Compensation:

• Our base pay range starts at $53,000 -$65,000 for this role
• Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
• Offers will be reflective of the candidate’s location and experience.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification.  They are not to be construed as an exhaustive list of duties so assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description is subject to change at any time.