Contractor, Customer Success Manager, LAC

About the role

The Digital Operations team ensures that our franchisees make the most out of our consumer-facing technology (web & mobile apps, delivery solutions, mobile ordering, loyalty modules, kiosk software, etc.) in our brands' key markets. As such, Digital Operations ensures franchisees are leveraging our platform features successfully and growing their digital business. Overall, you will be responsible for our customers' success using our platform and their satisfaction, with the focus in EMEA. This team is part of the Consumer Technology Group, which consists of over 300 people in the US, Canada, and Switzerland - mainly composed of Software Engineers and Product Managers. As a Customer Success Manager, you will be our customers' main point of contact for technology matters. Your primary responsibilities include: Driving projects which help our markets' digital business grow (e.g., increasing home mobile app coverage, etc.). Leading all our routines with customers and managing day-to-day interactions (e.g., routine stakeholder meetings, periodic business reviews, etc.) Serving as the primary post-sale point of contact to develop strong customer advocates within the company. Coordinating with our product & engineering, marketing, and guest engagement teams to ensure we prioritize the right digital initiatives with our customers (e.g., internal initiatives vs. customer requests). Assuming a consultative role in dealing with technical issues and interpreting application needs. Introducing new features or versions of software to customers. Managing communications, timelines, and expectations with both customers and internal teams, including influencing decisions and conflict resolution.