Service Manager


Service Managers are the go-to people for clients and their success at Cater2.me. We’re looking for a Manager responsible for leading a growing team of Account Managers in our New York office. The Manager should have strong analytical skills, as you’ll be utilizing data as an indicator of customer health. As a leader, you have high emotional intelligence and can empathize with our customers, your team, and stakeholders throughout Cater2.me. You’ll serve as an advocate for our customers, be passionate about food and technology and be on an ongoing quest to seek knowledge of the Cater2.me solution. You will align your team with organizational goals and help drive local and national initiatives. You are comfortable with constant change / improvement and work well in a fast-paced environment, ready to pivot as necessary.

Cater2.me is a growing mid-size startup on a mission to make eating at work amazing. We're changing the way employees eat by drawing from a diverse set of local, passionate food providers that are making company meals more exciting inside and outside of the office. We work collaboratively across 11 US markets, from San Francisco and New York to Austin and LA

 

Responsibilities:

  • Lead a team of Account Managers to create outstanding customer engagement
  • Cultivate positive and collaborative working relationships with Menu Operations, Sales, and other teams  to align and drive customer projects, support retention and enable customer growth
  • Monitor KPIs ensuring delivery against team goals / targets
  • Monitor and assist in client escalation situations and ensure proper procedures are being followed
  • Review client health metrics and develop insights into happy / unhappy client behaviors
  • Monitor order planning cycle and monthly scheduling
  • Ensure client orders are being fulfilled appropriately
  • Provide team guidance / training on best practices for client management
  • Ensure the team is achieving retention objectives

Requirements:

  • Bachelor's Degree
  • 5+ years experience in Customer Success, Account Management or Sales
  • 3+ years experience in a Team Leadership role
  • Deep knowledge of Customer Service / Success and familiarity with drivers of retention and advocacy
  • Excellent leadership capability and track record of successful people management
  • Outstanding communication skills
  • Track record of success in collaborating with Sales to drive account expansion
  • Strong analytical and problem solving skills
  • Project management skills desirable

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