Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!
Join the Revenue Operations team as Revenue Operations Analyst for Customer Support (as part of the wider Customer Success Team)and be an integral part in ensuring our next stage of growth. In this role you will be reporting to the VP of Revenue Operations while supporting the Customer Support Leadership Team and deriving insights from tools such as Freshdesk, Gainsight and Salesforce.com and their surrounding application ecosystem. You will be a key driver in tracking and reporting on weekly, monthly and quarterly metrics for the Customer Support teams against their goals, and you will be building and improving key business processes within the Customer Support and the broader Customer Success Team.
How you'll add value:
- Data Analysis & Reporting: Track and analyze R365 Customer Support Team’s key performance indicators by identifying areas for improvement and providing actionable insights and recommendations
- Data Analysis & Planning: Collaborate with cross-functional teams such as Finance, Data & Analytics, and Product to provide a holistic picture of Customer Support Team’s performance
- Customer Support Tools: Monitor and analyze adoption of CS software tools by understanding their role within the Customer Lifecycle (Freshdesk in particular)
- Customer Support Strategy: Initiate and lead projects that support continued scalability of the Customer Support team and help meet customer renewal targets
- Customer Support Process Design: Continuously evaluate customer support lifecycle, while introducing process efficiencies through automation and process streamlining
- Thought leadership: Proactively identify industry best practices and help bring innovative ideas to the Customer Support and the wider Customer Success organization about how to scale the organization and drive growth for our customers
What you'll need to be successful in this role:
- 4+ years functional Customer Support or Customer Success Operations experience in the SaaS industry
- Analytical problem solver and self-starter, you will use data and qualitative information to help develop processes and drive the optimization of our daily operations and tools
- Proficiency in Freshdesk or equivalent support ticketing systems, with a keen understanding of system administrations and configuration
- Proficient in scoping out process and system changes and ability to understand their impact on the overall customer success lifecycle
- Proficient in project management with demonstrated ability to drive projects from start to finish
- Advanced Excel skills (Pivot tables, VLOOKUP, filtering, functions, and formulas)
- Effective communication skills and the ability to build cross-functional relationships across the organization.
- Knowledge and understanding of customer support and customer upsell processes
- Ability to work independently with a high degree of accountability
- Strong Attention to detail and data integrity
- Occasional travel may be required
- Experience with Freshdesk
- Experience with Gainsight
- Experience with Pendo
PREFERRED QUALIFICATIONS
R365 Team Member Benefits & Compensation
- This position has a salary range of $90,000-$115,000. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
#BI-Remote
R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.
What the Team is Saying
What We Do
Restaurant365 is a young SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants.
Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!
In 2019 Restaurant365 closed $88 million in Series C funding, bringing the total minority investment by Bessemer Venture Partners, ICONIQ Capital, and Tiger Global Management to $140 million, to support the company's vision of providing the best technology to the restaurant industry. As recently as June of 2021, Restaurant365 announced the acquisition of Compeat, a well-known provider of restaurant back office, workforce, and business intelligence software. Adding Compeat’s feature-rich products advances Restaurant365 further on the journey toward our goal of providing restaurant operators with a powerful tool that simplifies their lives and increases their profits. Serent Capital was added to our investor list as a result of this transaction.
Our diverse portfolio of clients includes well-known nationwide franchises as well as your favorite local spot. From fine dining to fast-casual…R365 does it all!
Why Work With Us
With a little bit structure, a little bit outlaw, and a whole lot of SaaS - we have a culture that is unparalleled and driven with a focus of the employees that make us great. Our culture is also one that is constantly moving and never satisfied with mediocrity.
Gallery
Restaurant365 Offices
Remote Workspace
Employees work remotely.
Employees at Restaurant365 have the freedom to work from home or the office, as the company is entirely remote. We organize quarterly team gatherings and social events for team members who are interested in meaningful face-to-face engagement.
