Trusted by the most notable brands around the globe, Silverware is a leading developer of advanced technologies for the Hospitality Industry. Silverware’s solutions are designed and delivered specifically for organizations who are fanatical about thrilling their guests. Silverware’s obsession is to drive efficiency and improve the profitability of its clients by relentlessly delivering the most innovative solutions in the market. Silverware strives to enhance every aspect of the guest experience, from when the first customer walks in, until the last one walks out. Silverware brings more to the table.

We offer a dynamic, fun environment, with many opportunities for growth, working alongside brilliant and friendly people. Silverware offers the opportunity to work remotely in a collaborative environment.

Responsibilities include but not limited to:

• Own the ongoing Silverware relationship with assigned customers and be responsible for retention, and growth of our customers by understanding their business needs and helping them succeed.

• Build a trusting relationship and hold a strategic advisor position with each assigned customer and drive continued value of our products and services.

• Work with customers to understand their short- and long-term goals with our products and assist where needed, also discussing future growth opportunities together.

• Evaluate and identify opportunities for sales add-ons, integrations, new products and assist with facilitating implementation when required.

• Advocate customer enhancements, bugs and escalations and help customers find solutions to their unique scenarios.

• Inform and educate customers on new Silverware initiatives, product releases along with short- and long-term development roadmaps.

• Identify and track any risks associated to your customers and make action plans to ensure all risks are mitigated in a timely manner as agreed upon by the customer.

• Track customer Helpdesk Tickets and identify trends related to configuration issues, training opportunities or providing root cause analysis.

• Partner with the Sales team to increase customers’ footprint and future value (up-sell and cross-sell) through product adoption and customer satisfaction.

• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.

• Work within a Scrum environment in collaboration with our Development, Quality Assurance and Business Analysts

• Be assigned as Project Manager on new products, enhancements and integrations.

• Assist and provide recommendations regarding best practices, process improvements, documentation and training material.

Skills and requirements:

• 3+ years relevant customer success, or account management.

• Proven track record of success in a customer facing role.

• Exceptional communication skills (oral, written and presentation skills).

• Experience building and maintaining relationships, while working to drive engagement.

• Empathetic, positive attitude with a desire to help our customers reach their goals.

• Passion for technology and for being a part of a fast-growing company.

• Experience working with cross-functional teams (e.g. Sales, Technical Support, Implementations)

• A high level of organizational ability, accuracy and attention to detail is required.

• Flexible approach, able to operate effectively with uncertainty and change.

• Driven, self-motivated, enthusiastic, and collaborative team player.

If you have a reputation for doing the right thing even when no one is watching, please forward your resume to hr@silverwarepos.com.

Trusted by the most notable brands around the globe, Silverware is a leading developer of advanced technologies for the Hospitality Industry. Silverware’s solutions are designed and delivered specifically for organizations who are fanatical about thrilling their guests. Silverware’s obsession is to drive efficiency and improve the profitability of its clients by relentlessly delivering the most innovative solutions in the market. Silverware strives to enhance every aspect of the guest experience, from when the first customer walks in, until the last one walks out. Silverware brings more to the table.

We offer a dynamic, fun environment, with many opportunities for growth, working alongside brilliant and friendly people. Reporting to the Director of Technical Services,

Responsibilities will include but are not limited to the following:

• Perform on-site service calls and installations.

• In-house preparation of equipment for new & existing clients

• Remote & On-site setup/configuration of new/current installations

• Remote, On-site, & in-house hardware/software/network setup

• Participation in maintenance of current inventory & RMA procedures/processing

• New product testing & evaluation.

• Administrative tasks and duties.

• Will perform warehousing/inventory tasks.

• Provide technical support to customers as part of help desk.

Requirements and Experience

• A solid background and understanding of computer hardware and networking.

• Valid Class D License is required.

• Must be a quick learner and motivated to solve technical problems in a thorough and timely manner.

• Must have excellent communication skills

• Be part of an after-hours emergency service rotation.

• Must be able to lift up to 50 pounds repetitively.

If you have a reputation for doing the right thing even if no one is watching, please forward your resume to hr@silverwarepos.com.