Customer Success Manager

SODEXO DIGITAL TEAM: CUSTOMER SUCCESS MANAGER

Supporting: Campus & Government Segments

This position will require up to 50% travel!

Post-Deployment Support & Optimization

• Serve as the primary point of contact for all post-deployment digital solution needs across assigned campuses & accounts.
• Lead stabilization, refinement, and optimization of deployed innovation solutions with a primary focus on mobile/kiosk commerce tools. But it will also include other categories of innovation growth, such as FOH/BOH Robotics, Frictionless Retail, etc.
• Conduct site audits, innovation performance reviews, and assessments to ensure sustained operational excellence.

Training & On-Site Troubleshooting

• Deliver refresher trainings, operational coaching, and knowledge reinforcement for in-unit teams.
  Provide hands-on troubleshooting support and partner with service teams to resolve escalations quickly.

Digital Performance Management

• Track, measure, and report on KPIs (usage, adoption, transaction performance, operational compliance, and digital revenue indicators).
  Monitor dashboards and operational indicators to identify friction points and recommend corrective actions.

Stakeholder Engagement & Business Reviews

• Lead business reviews with In Unit operators and campus leadership—translating insights into action plans.
  Serve as a system of support for Digital Solutions Managers, operators, and cross-functional teams in driving adoption and performance.

Vendor & Partner Alignment

• Maintain day-to-day alignment with core vendors to ensure performance and operational continuity at the site level.

Digital Standards & Compliance

• Uphold innovation standards across operations; ensure consistent branding, menu hygiene, user experience, and compliance with digital processes.
• Identify risks, operational gaps, and mitigation strategies.

Innovation Growth & Success Enablement

• Support local activation strategies to drive adoption, repeat engagement, and increased digital share of wallet.
• Provide the Digital Solutions Manager with visibility into trends, issues, and opportunities to influence segment strategy and future deployments.

• KPI tracking, digital adoption metrics, transaction performance, and vendor dashboards
• Training records, audit outputs, service desk tickets, and on-site troubleshooting logs
• Accuracy and timeliness of digital performance reports
• Quality and consistency of Business Reviews
• Reduction in campus-level escalations and operational friction
• Partner satisfaction, operator feedback, and DSM alignment
• Completion of compliance checks, menu audits, and digital hygiene tasks

Expected Results:

• Strong, sustainable performance of deployed digital solutions across sites
• Increased customer adoption, digital revenue, and operational efficiency
• Reduced post-deployment escalations and faster resolution of digital issues
• Well-trained, confident on-site teams capable of managing digital operations independently
• Clearly articulated insights that inform segment strategy and future solution roadmaps
• High satisfaction from operators, regional leadership, and cross-functional teams
• Cohesive partnership with DSMs enabling end-to-end success from deployment through growth

Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:

• Medical, Dental, Vision Care and Wellness Programs
• 401(k) Plan with Matching Contributions
• Paid Time Off and Company Holidays
• Career Growth Opportunities and Tuition Reimbursement

More extensive information is provided to new employees upon hire.

• Exceptional communication, relationship management, and change-management capability
• Strong analytical and reporting skills; comfort with KPIs and data dashboards
• Operational acumen with the ability to coach, train, and influence at all levels
• Highly organized, proactive, and solution-oriented
• Comfortable in a high-travel, high-visibility role with multiple partners and vendors
   

At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide.

Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form.

Minimum Education Requirement - Bachelor’s Degree or equivalent experience

Minumum Management Experience - 3 years

Minimum Functional Experience - 3 years