Company Overview 

Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First-driven individuals who want to exceed the expectations of those who experience our brand. 

If you’re a builder, or problem solver, and love the fast pace of a startup, it’s time to meet the Harri family.

Position Summary 

The Director of Customer Success for McDonald’s is responsible for key relationships within our McDonald’s market, ensuring our customers are developed and maintained; assisting them post ‘go live’. They take the time to get to know their customers and their business needs, to ensure they are getting the most out of their investment in Harri. This role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer. This role will report to the VP of Customer Success.

Team Success

• Coach and mentor the dedicated McDonald’s Customer Success Team to maximize quality service and outcomes across post-go live initiatives leading to improved product adoption, retention and upsell/expansion rates across our franchise base. 
• Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals. 
• Identify needs across the team, working with the VP, of Customer Success to coordinate additional enablement resources and training as needed. 
• Collaborate cross-functionally with Harri product and technical teams to establish processes and best practices for McDonald’s new feature releases and deployment strategy. 
• Establishing and enhancing Customer Success playbooks and Standard Operating Procedures. 

Client Strategy

• The Director, of McD Customer Success is responsible for developing and retaining positive relationships with Harri's McD customers acting as a trusted consultant to optimize their loyalty 
• Fostering relationships with key contacts across McD accounts 
• Monitoring usage and product adoption, proactively contacting McD customers to deliver coaching/training to improve their utilization
• Understanding how to build and present Harri’s value story using data and insights
• Driving growth with existing customers, identifying upsell and cross-sell opportunities, and therefore generating new revenue
• Understanding, adapting to, and helping to develop Harri’s ongoing product and technology developments
• Communicate regularly with the customer to evaluate satisfaction and be the escalation point as needed to resolve issues

General Activities include but are not limited to:

• Actively Upselling existing and developing features for the customer
• Identifying Cross-Platform Opportunities, working closely with the McD Sales Team, and liaising with the Go-To-Market team in general
• Own the renewal process for McDs and work with cross-functional teams to align billing
• Create NRO (New Restaurant Opening) opportunities for the customer for the launch team to implement to ensure that all relevant locations are billed accordingly 
• Create success plans with senior leaders of the business to showcase ROI and reduce churn risk
• Coordinating McD-specific strategic workshops and new product webinars to increase platform adoption and account growth
• Collaboration with internal Support and Technical teams to ensure SLAs are met

Ultimately, your goal is to ensure that the value derived from the solution exceeds the customer’s expectations; as such, the role requires a combination of customer management experience, cross-functional collaboration with Harri product and engineering, and excellent internal and external communication skills. This role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer.

The objective is to build teams to both expand into the McD system more deeply as well as upsell and cross-sell new products into existing accounts through the relationships built with the McDe and Corporate network. The individual will have an understanding of different System needs and adapt the sales and delivery approach of the Harri solution to their style of doing business.

KPIs of a Director, McD Customer Success 

Lagging Indicators

• 95% gross retention of customers over a 12-month rolling period
• 120% net retention of portfolio 

Leading Indicators

• Growing and referenceable clients
• EBRs are held with all stakeholders in alignment with the segment 
• Success Planning to showcase ROI
• Identifying upsell, cross-selling, and expansion opportunities 

• Bachelor’s Degree
• 5+ years of demonstrated experience in customer success, account management, implementation or consulting/strategic planning
• Proven experience building and leading teams in a fast-paced, dynamic environment
• Demonstrated experience working in complex, distributed, enterprise-scale development organizations
• Excellent relationship management, analytical and presentation skills
• Experience in HCM and/or operational roles within the hospitality/QSR industry a plus
• An ambitious, self-motivated team lead who is comfortable working in a fast-paced environment and is ready to grow with the company

Physical Demands 

• Activity is rarely/not required in this position
• Travel may be required

Company Overview 

Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First-driven individuals who want to exceed the expectations of those who experience our brand. 

If you’re a builder, or problem solver, and love the fast pace of a startup, it’s time to meet the Harri family.

Position Summary 

The Director of Customer Success for McDonald’s is responsible for key relationships within our McDonald’s market, ensuring our customers are developed and maintained; assisting them post ‘go live’. They take the time to get to know their customers and their business needs, to ensure they are getting the most out of their investment in Harri. This role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer. This role will report to the VP of Customer Success.

Team Success

• Coach and mentor the dedicated McDonald’s Customer Success Team to maximize quality service and outcomes across post-go live initiatives leading to improved product adoption, retention and upsell/expansion rates across our franchise base. 
• Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals. 
• Identify needs across the team, working with the VP, of Customer Success to coordinate additional enablement resources and training as needed. 
• Collaborate cross-functionally with Harri product and technical teams to establish processes and best practices for McDonald’s new feature releases and deployment strategy. 
• Establishing and enhancing Customer Success playbooks and Standard Operating Procedures. 

Client Strategy

• The Director, of McD Customer Success is responsible for developing and retaining positive relationships with Harri's McD customers acting as a trusted consultant to optimize their loyalty 
• Fostering relationships with key contacts across McD accounts 
• Monitoring usage and product adoption, proactively contacting McD customers to deliver coaching/training to improve their utilization
• Understanding how to build and present Harri’s value story using data and insights
• Driving growth with existing customers, identifying upsell and cross-sell opportunities, and therefore generating new revenue
• Understanding, adapting to, and helping to develop Harri’s ongoing product and technology developments
• Communicate regularly with the customer to evaluate satisfaction and be the escalation point as needed to resolve issues

General Activities include but are not limited to:

• Actively Upselling existing and developing features for the customer
• Identifying Cross-Platform Opportunities, working closely with the McD Sales Team, and liaising with the Go-To-Market team in general
• Own the renewal process for McDs and work with cross-functional teams to align billing
• Create NRO (New Restaurant Opening) opportunities for the customer for the launch team to implement to ensure that all relevant locations are billed accordingly 
• Create success plans with senior leaders of the business to showcase ROI and reduce churn risk
• Coordinating McD-specific strategic workshops and new product webinars to increase platform adoption and account growth
• Collaboration with internal Support and Technical teams to ensure SLAs are met

Ultimately, your goal is to ensure that the value derived from the solution exceeds the customer’s expectations; as such, the role requires a combination of customer management experience, cross-functional collaboration with Harri product and engineering, and excellent internal and external communication skills. This role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer.

The objective is to build teams to both expand into the McD system more deeply as well as upsell and cross-sell new products into existing accounts through the relationships built with the McDe and Corporate network. The individual will have an understanding of different System needs and adapt the sales and delivery approach of the Harri solution to their style of doing business.

KPIs of a Director, McD Customer Success 

Lagging Indicators

• 95% gross retention of customers over a 12-month rolling period
• 120% net retention of portfolio 

Leading Indicators

• Growing and referenceable clients
• EBRs are held with all stakeholders in alignment with the segment 
• Success Planning to showcase ROI
• Identifying upsell, cross-selling, and expansion opportunities 

• Bachelor’s Degree
• 5+ years of demonstrated experience in customer success, account management, implementation or consulting/strategic planning
• Proven experience building and leading teams in a fast-paced, dynamic environment
• Demonstrated experience working in complex, distributed, enterprise-scale development organizations
• Excellent relationship management, analytical and presentation skills
• Experience in HCM and/or operational roles within the hospitality/QSR industry a plus
• An ambitious, self-motivated team lead who is comfortable working in a fast-paced environment and is ready to grow with the company

Physical Demands 

• Activity is rarely/not required in this position
• Travel may be required