Customer Success Manager, LAC

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world.

Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

This is a fully remote job opportunity.

The employment contract will be provided through the employment agency.

This is an indefinite-term contract.

About the team

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.

About the role

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.

Qualifications

• Computer Science, Engineering Management, Business, or related degree.
• Minimum 5-7 years in a similar position or as a Technical Project Manager / Consultant in technology-related areas in a customer-facing role.
• Proficient level of English, both spoken and written.
• Excellent interpersonal and verbal communication skills to coordinate with franchisees, team members, vendors, and senior management – both technical and non-technical audiences.
• Excellent written communication skills – crafting precise product requirements and writing self-service documentation.
• You are based in LATAM or NA and can work in the country you reside in without visa sponsorship.

Competencies

• Strong technical background with a solid understanding of Scrum, release management processes, CRM and data analytics platforms.
• Analytical and problem-solving skills to use software / analytics effectively to identify and solve clients’ problems.
• Organizational and time management skills to keep projects on track and manage stakeholders’ expectations.
• Excellent project management skills to start and finish projects successfully.Solid understanding of how platform technology works to autonomously manage initiatives.
• You have a strategic mindset and initiative to independently detect, propose, and build solutions to grow our business line in different markets.

We would love if

• You are familiar with Content Management Systems such as Sanity, feature flag tools like Launch Darkly, and knowledge bases like Confluence.
• You are familiar with API management tools (Postman, etc.).
• Scrum or Agile certifications or PMP titles.
• Background in the Quick Service Restaurants, Food, or FMCG industries.

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.