Customer Success & Operations Analyst

Customer Success & Operations AnalystWho are we:In a digital world of complexities Cinchio Solutions stands binding hospitality systems through data software and user experience. The efficiency of a cinch inspires us; we harmonize data optimize software and craft intuitive experiences creating a unified digital aim for the hospitality industry to thrive as each platform - from food service to immersive experiences - harmonizes with our vision where data meets design and software syncs with are a revolution in the hospitality Title: Customer Success & Operations AnalystReports to: Director Operations & Customer SuccessPosition Overview: The Customer Success & Operations Analyst is a hands-on role that supports account management customer support and operational onboarding for customers in retail hospitality and attractions. This role is ideal for candidates transitioning from frontline retail or restaurant management into a technology-focused career. You will triage and resolve support tickets run operational assessments assist with inventory and POS configurations deliver customer training materials and provide analytic insights that improve adoption and operational :Multiple years of experience in running customer food and beverage or retail shopsStrong understanding of SaaS platforms and digital customer communication skills with the ability to build relationships manage expectations and provide strategic in digital systems and project management :Customer Support & SuccessAct as a frontline customer support agent: receive triage prioritize and resolve support tickets through the ticketing system (email/chat/portal); meet first-response and resolution SLAs and own customer communication until closure or with manager to develop and engage with customers acting as their advocate and ensuring their goals and needs are onboarding and implementation activities: gather requirements participate in kickoff calls manage simple configuration tasks and coordinate with Implementation/Engineering for complex on-site or virtual operational assessments to document workflows (POS inventory staffing guest flow) and translate findings into product/configuration or process and validate inventory/POS data in partnership with technical teams Create and maintain practical customer-facing and internal documentation: quick reference guides SOPs KB articles and training technical issues appropriately and coordinate follow-up with Engineering Product and Support until and synthesize customer feedback and recurring operational pain points to inform product and process accurate records in digital and ticketing systems and provide status updates to ImplementationParticipate in the planning coordination and execution of customer onboarding and virtual and physical implementation of identify and mitigate project risks to ensure timely and satisfactory Qualifications:Demonstrated experience with inventory processes (stock counts ordering/reordering SKU management shrinkage controls).Experience working in a customer support/ticketing environment or comfort learning ticketing systems (Zendesk Service Cloud etc.).Strong communication and customer-facing skills; ability to translate operational needs into technical/configuration data skills: Excel/Sheets proficiency comfort with CSVs and data uploads; ability to produce simple reports and curiosity and aptitude for learning SaaS tools integrations and configuration to travel for site visits and trainings (up to 2540% adjustable).Preferred Qualifications:2 years managing retail stores restaurants or multi-location operations (e.g. general manager operations manager assistant manager) with hands-on inventory and POS Path:Intended as a growth role into Account Manager Implementation Manager Customer Success Manager or Solutions Consultant roles reporting to the Director Attributes:Strong operational empathy and customer-first orientation with attention to data quality and operational problem-solver organized and comfortable juggling customer is by no means an exhaustive list of all responsibilities skills duties requirements efforts or working conditions associated with this job description. SSA Group reserves the right to revise the job description or to require that other or different tasks are performed when circumstances change (i.e. emergencies changes in personnel workload rush jobs or technological developments)Compensation and BenefitsFull-Time Exempt.$75 monthly cell phone Time Off: no accruals; employees are encouraged to schedule time off as needed within business Dental Vision Life Insurance and other voluntary benefits for you and your family; employee premiums in a 401(k) program with a 15% company match (must be 21 years or older eligible after one year of employment with1000 hoursworked available to enroll during Open Enrollment Periods).Short-Term Disability and Long-Term Disability employer sponsored;scaled-salarypay following submission and approval of Leave: Birthing Parent Plan covers up to (6-8)weeksfully paid leave based on the birthing Paid Benefit: Up to120 hoursof Paid Leave for qualifying reasons including Parental Bonding and your familys serious medical to 5 days Paid Bereavement -Demand Pay Program: Get access to aportionof earned wages before Plan & Employee Discounts where sick leave is provided in accordance with applicable state and local laws. Accrual rates caps and usage rules vary by include: Arizona California Chicago Pittsburgh Connecticut Illinois Massachusetts Michigan Minnesota Missouri New Mexico New York Rhode Island Washington D.C.. Colorado: Employees accrue 1 hour of paid sick leave for every 30 hours worked up to 48 hours per year under the Healthy Families and Workplaces Act (HFWA). Maryland: Employees accrue at least 1 hour of paid sick and safe leave for every 30 hours worked up to 40 hours per 0year as required under the Maryland Healthy Working Families Act. Washington: Employees accrue 1 hour of paid sick leave for every 40 hours worked in accordance with the Seattle Paid Sick and Safe Holdings and its affiliated companies including SSA Group A&F SouvenirCinchioSolutions and Behavioral Essentials are equal opportunity employers. We are committed to diversity and inclusion in our hiring practices and welcome applicants from all backgrounds. A diverse team strengthens our collective California Residents: Bysubmittingyour job application you agree you have reviewed the SSA Group California Consumer Privacy Act (CCPA) Candidate and Employee Privacy Notice (Notice).San Francisco Residents:Pursuant tothe San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records. Please see the Fair Chance Ordinance - Know Your Rights documentfor more information. Bysubmittingyour job application you agree you have reviewed the Fair Chance Ordinance - Know Your Rights document.