Restoke Customer Success Genius

Who We Are

Restoke isn't just another SaaS product – we're trailblazers in the hospitality industry, igniting a revolution that's transforming how venues operate. Our all-in-one solution empowers venues to optimise every aspect of their back-of-house operations, fueling unprecedented business growth. With Restoke, venues can automate ordering, track live stock, manage accounting, and monitor recipe costs in real-time. In an industry where margins make or break success, we offer a game-changing solution that keeps venues dynamic and in control of their operational costs

The Role

We're on the hunt for a passionate, innovative and driven Customer Success Genius to join our fast growing team. At Restoke, we don't just see our venues as clients – they're part of our extended family. As a Restoke Genius, you'll be the guiding light that ensures our venues succeed with our platform.

Key Responsibilities

1. Onboarding and Activation: Be the catalyst for our customers' journey to success. From Zoom training sessions to hands-on in-app support, you'll be their trusted ally every step of the way.
2. Retention and Expansion: Proactively manage customer renewals and identify opportunities for upselling or cross-selling additional services based on customer needs and usage patterns. Collaborate with sales and marketing teams to develop targeted strategies for expanding our footprint within existing accounts.
3. Collecting Product Feedback and Driving Innovation: Be the voice of our customers within our walls. Gather invaluable feedback, champion their needs, and collaborate closely with our product development teams to drive continuous innovation.
4. Ownership of Process Improvement: Be a force for change. Lead the charge in streamlining and enhancing our onboarding and activation processes, with the ultimate goal of creating a seamless, touch-free experience.

About You:

• Proven experience in a customer-facing role and demonstrating an ability to assist customers kick goals 
• While a background in hospitality is a plus, your hunger for success and drive to make an impact are what truly set you apart
• A strong communicator that can build rapport with our venues  
• You're not afraid to take risks and wear multiple hats
• Your passion for driving change and delivering innovation is contagious, inspiring those around you to reach new heights

Benefits:

• Be an early team member at a rapidly growing scaleup at seed stage 
• Competitive salary and potential for ESOP 
• Opportunities for professional development and career growth abound in our rapidly expanding company
• Rub elbows with some of the biggest venues in hospitality

Apply below to join our team and become a driving force behind the success of our hospitality industry!

How to Apply

To apply please submit your resume and a cover letter to careers@restoke.ai. Please include the following in your cover letter:

1. Customer Onboarding and Training:
   • Can you describe a time when you successfully onboarded a new client onto a complex SaaS platform? What strategies did you use to ensure their smooth transition and adoption of the product?
2. Customer Retention and Upselling:
   • How do you approach identifying upsell opportunities and ensuring customer retention? Can you provide an example of a successful upsell you achieved in a previous role?
3. Product Feedback and Innovation:
   • Can you share an experience where you gathered customer feedback and successfully communicated it to the product development team, resulting in a positive change or new feature?
4. Process Improvement and Innovation:
   • Describe a process improvement initiative you led in a customer success role. What was the problem, what steps did you take to address it, and what were the results?
5. Communication and Relationship Building:
   • How do you build and maintain strong relationships with clients? Can you provide an example of how your communication skills helped resolve a challenging customer issue?