Elite Franchise is based in Cincinnati, Ohio. We are the franchisor for multiple regional and national emerging franchises. Our management team has over sixty years experience in building large organizations. We know franchising and have the financial resources to get behind every brand in our portfolio. We pride ourselves on selecting only the best unique and niche concepts in markets and industries that have shown massive growth. We know the key to success is selecting the right partners. This is why we hand select each franchisee to make sure they are the right fit for our brands and our growing business family.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At Elite Franchise, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

A Brief Overview
Plans and oversees support and service activities for company products and services for designated customers or group of customers, primarily focused on customers at high complexity. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops executive level customer relationship and understanding of customer business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce customer downtime and support costs. Acts as a point of customer contact to support resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of offerings to customers/prospective customers and find opportunities for expanded business.

Locations
United States

What you will do

• Key executive interface with customer for both proactive-by-design engagement and on-demand interactions.

• Conduit for customer interaction with Elite Franchise at all levels.
• Engages customers in strategic discussions and works in collaboration with subject matter experts to craft strategies and plans to improve customer value proposition.

• Identify consultative opportunities including but not limited to Executive Business Reviews, Enablement sessions, and pricing strategies. Ensures value proposition in every interaction.

• Partners closely with the Customer Care, Sales, Implementation, ASO, Product, R&D, and Tax Services teams to ensure quality service delivery.
• Gets results by ensuring the customer perspective is a driving force behind business decisions and activities.

Accurately forecast customer retention / attrition / growth.

• Lead growth in pricing and revenue.
• Drive innovation in support of increased revenue and retention.
• Partner with sales representatives to establish relationships with prospective premium service customers during the sales process to assist in initiating a long-term partnership with the customer company.
• Partner with sales to upsell and cross sell all products and services.
• Enable clients on all product functionality, both native to the SaaS product, and third-party integrations.
• Develops and implements enablement, pricing, and renewal plans for every customer.
• Other projects and responsibilities may be added at the manager’s discretion.

Education Qualifications

Bachelor's Degree or equivalent experience preferred.

Experience Qualifications

Typically 7+ years

Skills and Abilities

• Excellent communication skills with the ability to build relationships with senior customer executives.
• Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
• Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.
• Ability to track record of driving decisions collaboratively.
• Proficient in Microsoft Office Suite.

Travel Requirements
Minimal

Work Environment

Work in clean, pleasant, and comfortable office setting. Position may be considered remote and require reliable and consistent internet service. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.

This position may be performed remotely anywhere within the United States.

The salary range for this role is $57,800 to $95,400. A candidate’s final salary offer will be based on the candidate’s skills, education, and experience.

A candidate’s compensation may also include bonuses consistent with Elite Franchise’s corporate bonus plan.

Additionally, subject to applicable eligibility requirements, Elite Franchise offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program.

Please Note: Elite Franchise reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

Elite Franchise is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.



This is a remote position.