Presto (Nasdaq: PRST) is a public company that provides enterprise-grade AI and automation solutions to the restaurant industry. Presto was one of the relatively few technology companies able to successfully become public in 2022. Founded out of MIT in 2008, the company has grown to become the leader in drive-thru voice automation. Presto’s solutions are designed to decrease labor costs, improve staff productivity, increase revenue, and enhance the guest experience. Presto offers its AI solution, Presto Voice™, to quick service restaurants (QSR) and has some of the most recognized restaurant names in the United States as its customers.

We are seeking an organized, passionate, and proactive Sr. Customer Success Manager to join our dynamic team at Presto. As a Sr. Customer Success Manager, you will be a primary point of contact for our valued customers, ensuring their satisfaction and success with our AI solutions. Using strategic thinking, you will play a crucial role in organizing customer visits, building solid and long-lasting relationships with our clients, and guiding them to maximize the benefits of our products and services.

Responsibilities

• Using KPIs, store product performance and customer sentiment to identify, determine, and organize customer visits that are needed.
• Serve as a point of contact for assigned customers, understanding their needs, challenges, and goals.
• Proactively engage with customers to provide ongoing support, guidance, and training on Presto's AI solutions.
• Share customer feedback, insights, and your own observations (of Presto’s products and users) with your colleagues and the cross functional team to inform account engagement and product strategy.
• Assist in creation and communication of customer visit and sentiment recaps to the customer executive stakeholders and internal Presto leadership teams.
• Address customer inquiries, concerns, and escalations in a timely and professional manner, striving to achieve resolution and exceed expectations.
• Monitor customer usage patterns and performance metrics to identify opportunities for improvement and upsell additional products or services.
• Conduct manager training sessions prior to new location product launches.
• Via site visits and customer calls:
  • Communicate the key benefits Presto’s solution offers to the customer​
  • Collect feedback on product issues, reporting these back to the product team to help drive tactical improvements​
  • Provide insights to front-line staff on how to best leverage the tech, to lower unnecessary early interventions​
  • Educate and train onsite staff, managers and team on the Presto AI system
• Maintain accurate records of customer interactions and activities in CRM systems.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Hospitality, or related field or commensurate years of on the job experience in QSR (Quick Service Restaurant) roles.
• Proven experience in a customer-facing role, such as Customer Success, Account Management, or Sales, preferably in the technology or hospitality industry.
• Experience in leadership roles including training and development.
• Willingness and ability to travel up to 70% of the time to customer sites.
• Excellent communication skills, both written and verbal, with the ability to articulate complex concepts in a clear and concise manner.
• Strong interpersonal skills and the ability to build rapport and trust with customers at all levels.
• Demonstrated problem-solving abilities and a proactive mindset in addressing customer needs and challenges.
• Ability to work collaboratively in a fast-paced, cross-functional environment, with a strong sense of organization, accountability and ownership.
• Proficiency in CRM software (e.g., Salesforce) and Google Suite.

Closing:

The California base salary range for this position is approximately $105,000 - $125,000 annually + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all U.S. locations. Within the range, individual pay is determined by location and additional factors, including job-related skills, experience, and relevant education or training. At Presto, it is not typical for the individual to be hired at or near the top of the range for their role; compensation decisions are dependent on the circumstances for each case.

Presto (NASDAQ: PRST) has a compensation strategy that aims to reward high performers and retain them for the long term. Other benefits to U.S.-based employees include medical, dental, and vision insurance, 401(k) program, and paid-time-off (PTO). To learn more, please visit: www.presto.com.

We value people from all walks of life and are committed to creating an inclusive hiring process and work environment. We especially encourage historically underrepresented candidates to apply. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need an accommodation to access the job application or interview process, please contact recruiting@presto.com.