Solutions Consultant

Paytronix is a cloud-based digital guest engagement platform for the hospitality industry. Our innovative, unified platform provides loyalty programs, online ordering, gift cards, branded mobile applications, and strategic insights to more than 1,800 leading restaurant and convenience store brands. Our valued clients leverage the power of Paytronix across 50,000 sites globally to create seamless, personalized, and brand-authentic experiences that foster lasting relationships with their customers. For more than 20 years, Paytronix has been a trusted partner helping brands maximize the lifetime value of their guests and grow more profitable businesses. For more information, visit www.paytronix.com.

The kind of person we’re looking for:

Do you love working with customers to help get them set up for success on their software platforms?  Are you someone who has technical expertise, excels at customer service and managing relationships?  Do you enjoy coordinating projects and helping customers drive their business?  If this sounds like you, we’d love for you to join the Paytronix Customer Success team as a Solutions Consultant supporting our restaurant and convenience store customers.

The restaurant and convenience store industries are going through a tremendous evolution and Paytronix is on the forefront of innovating to support these changes. As a Solutions Consultant, you will serve as the technical expert for the Paytronix system architecture for a book of named accounts. As part of an account team, you will be instrumental in advising your clients on program optimization and empowering them to use the Paytronix platform to drive their strategic initiatives around loyalty, gift, comp, and online ordering and related communications channels. You will work with your customers to find technical solutions to business challenges and enable them to use Paytronix as a primarily self-service solution. You will be responsible for leading the scoping and the successful delivery of the technical aspects of your client’s strategic objectives post launch, and you will serve as their internal advocate in a highly collaborative and dynamic team environment.

The kind of stuff you’ll be doing:

• Work regularly with your assigned customers to drive technical initiatives related to the Paytronix Platform
• Advise customers on best practices for best-in-class guest engagement programs
• Provide best practice technical expertise, consult on platform functionality, and proactively identify opportunities for efficiencies and optimization of client's programs
• Reinforce customer training on self-service features of Paytronix and enable/empower them to manage those tasks on their own on an ongoing basis.
• Conduct regular meetings with your customers to define priorities, communicate progress, and define objectives to support ongoing initiatives.
• Maintain organized tracking of open projects to ensure appropriate communications and timely completion of requests.
• Complete discovery and design of client's promotions and/or program changes in the Paytronix software
• Manage customer expectations on requested deliverables while working closely with Paytronix experts and other departments
• Transform client requirements for strategic guest engagement initiatives into Paytronix technical requirements that will be executed either by product/ engineering teams or Configuration Specialists
• Participate in executive business reviews as the deployment’s technical subject-matter expert to represent configuration decisions and design that support the program’s desired outcomes.
• Delight customers by understanding their desired state/pain points, providing technical guidance and clearly mapping out a way forward to assist them achieving their goals.
• Where appropriate, suggest additional services or software solutions that will help the customer to realize their business goals, making these revenue generating where possible.
• Creating Knowledge Base Articles where gaps exist and a documented process could be helpful to the wider customer community.
• Be the voice of the customer within the product engineering team.
• Accurately track time spent working with customers on a daily basis in company provided time tracking tool.

The kind of skills and experience you’ll need:

• Excellent interpersonal communication skills and the ability to build rapport with a wide range of personalities.
• Excels at cross departmental collaboration, be that with the Account Team (CSM/AM), Product development/Support Engineering, building new relationships to enable success for our customers.
• Articulate communicator, diligent at following up on commitments, both externally and internally.
• Self-motivated and possesses a growth mindset, continually learning and keeping abreast of product enhancements as well as the wider company/divisional propositions.
• Demonstrates credibility and is confident to work with senior stakeholders within a customer.
• Technically minded and detail-oriented with a passion for problem solving.
• Solid organizational skills including attention to detail; ability to multi-task and manage various project elements simultaneously.
• Strong collaboration skills
• Ability to quickly learn new technology, including demonstrating mastery of basic and intermediate product features and proficiency with advanced features in a fast time frame.
• 3+ years relevant work experience in customer-facing roles within a SaaS-based company.

The extra stuff that would be nice:

• Experience with loyalty programs, in the restaurant or convenience store industries, and/or with point-of-sale systems such as Micros, Aloha and Toast.
• Experience with Salesforce CRM and/or ServiceCloud
• Knowledge of software configuration, installation, and testing.
• Prior consulting experience a plus
• Experience with the use of APIs in software products.

Salary Range: $75k-$85k 

Benefits:

At Paytronix, we offer a wide variety of benefits aimed at allowing our employees to prioritize their well-being, and be their best selves:

Retirement:

• Paytronix allows employees to contribute to their 401k through Fidelity with an additional annual flat rate company contribution.

Medical:

• Paytronix offers medical and dental benefits through Blue Cross Blue Shield, and vision insurance through EyeMed.

• Paytronix pays 75% of the premium for each of these benefits.
• Paytronix offers plans to contribute to Health Savings Accounts (HSA), Health Reimbursement Arrangements (HRA), Healthcare and Dependent Care FSAs.

Personal:

• Employees that are expecting receive a generous Parental Leave offering.
• Paytronix offers company-paid Short-term and Long-term Disability, and Life Insurances.
• Accrued FTO (Flexible Time Off), off during public holidays, and “floating” holidays.

Employee Betterment:

• Paytronix offers an Employee Assistance Program, Tuition Reimbursement, and free LinkedIn Learning membership.

Voluntary benefits include: 

• Pet insurance through Wishbone for your furry loved ones. This is at a discounted rate.
• Protection from identity theft.
• Legal coverage for matters including, but not limited to: home and real estate, estate planning, and elder care.