DiningRD

Compensation

Full Description

Description JOB TITLE: Client Success Team Lead REPORTS TO: Vice President, Menu Operations and Client Success DEPARTMENT: Client Success/Menu Development Remote Company Overview DiningRD is a leading provider of menu and nutrition software designed to help senior living communities and healthcare facilities deliver exceptional menu offerings and foodservice solutions. Our technology empowers food service teams with tools for menu planning, nutrition analysis, and compliance. Position Summary The Client Success Lead for DiningRD plays a crucial role in managing and supporting the Client Success Team to achieve company goals related to client engagement, retention, and growth. Your primary responsibility is to help manage enterprise clients and lead, mentor, and develop Client Success team members, ensuring they have the necessary tools, skills, and support to succeed. You will serve as a trusted advisor, delegating tasks and managing projects to ensure customer satisfaction. Key responsibilities Team Leadership: Conduct regular one-on-one meetings with direct reports to review objectives, performance metrics, and career development. Foster a positive, collaborative team culture focused on excellence, collaboration, and continuous improvement to drive client satisfaction and growth. Client Relationship Management: Serve as the primary Client Success point of contact for key accounts, developing strong relationships, ensure client goals are achieved. Identify opportunities to deepen relationships, upsell additional services, and ensure high client retention through proactive engagement strategies. Participate with internal cross-functional teams on routine client business reviews. Delegate Projects: Assign tasks and projects to the internal team (e.g., account managers, customer support specialists) to ensure successful software deployment and timely problem solving. Project Oversight: Manage the workflow and progress of each project, ensuring deadlines are met and the product implementation is seamless. Client Onboarding & Support: Coordinate with the client and account managers to ensure proper onboarding, training, and ongoing support, facilitating a smooth transition to the software. Cross-Functional Collaboration: Partner with internal teams - including Client Success, Menu Development, Solutions, Finance, Consulting and Education to address to align on client-specific needs and requests, project deliverables ensuring timely and accurate resolutions. Champion the voice of the customer internally, collaborating with cross-functional teams to continuously improve services. Monitor Client Satisfaction: Conduct regular check-ins and participation in business reviews with enterprise clients to gather feedback, address concerns, and ensure they are fully utilizing the software to achieve their operational goals. Act as the escalation point for client concerns, working cross functionally to resolve issues quickly and effectively. Reporting: Provide regular updates on project statuses to both clients and internal stakeholders, keeping everyone informed about progress, potential roadblocks, and next steps. Client Advocacy: Act as a client advocate within the company, representing their needs and providing feedback to the product development and sales teams to improve the software. Requirements Qualifications Associate or Baccalaureate degree in business, communications, nutrition, hospitality, or a related field 5 + years of experience in client success, account management, or a related field Proven ability to manage multiple accounts / projects simultaneously in a fast-paced environment Experience with CRM tools and customer success platforms Customer-centric attitude with a passion for helping clients succeed; demonstration of the core values of the organization: customer centric; understanding of others, passionate, adaptive to change Strategic thinker with a problem-solving mindset and customer-first approach Familiarity with menu planning, nutrition analysis, or foodservice software is preferred but not required CDM credentialing and active status through Association of Nutrition and Food Professionals or RD, RDN, DTR, NDTR credentialing and active status through the Academy of Nutrition and Dietetics and an accredited college or university is preferred but not required Skills and abilities Ability to plan, organize and direct the work of others Strong project management experience Ability to work in a multi-task, fast-paced environment and the ability to meet deadlines Excellent written and verbal communication skills Strong interpersonal skills and the ability to establish productive working relationships with team members and clients Strong problem-solving and critical-thinking abilities Strong computer and technology skills Knowledge of local/state/federal laws and regulations relevant to dietetics and menu development in senior living and healthcare industries Knowledge of quantity food preparation and foodservice management Knowledge of web-based nutrition software Willingness to participate in speaking engagements or travel to occasional trade shows and conferences at client or company requests