Customer Content Solutions Specialist (on-site)

Customer Content Solutions Specialist (on-site, Dallas, TX)

Initially known for the Ziosk tableside tablet, our team has developed a portfolio of products that are scalable and dynamic for the restaurant technology space since 2007. With devices in multiple U.S. restaurant locations, we are continually expanding our services. Key clients include Chili’s. Yard House, Olive Garden, Red Robin and Texas Roadhouse, and we are processing over $9 Billion in payments per year. In 2023, we are expanding our team in the areas of development, sales, and customer service to support this growth.

Ziosk is an Equal Opportunity employer offering competitive benefits and compensation. Candidates must be eligible to work in the U.S. and be able to commute daily to North Dallas. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa currently. No agencies or third-party recruiters, please.

Summary

The Customer Content Solutions Specialist reports to the VP of Sales & Customer Solutions and will provide on-boarding and day-to-day New Customer execution of content changes on the Ziosk platform including the user experience creation or development and menu implementation. This role will coordinate the full cycle of program management – from requirement gathering to final execution – for their specific set of accounts. This role will interface daily with New Customer marketing and IT leaders of reputable brands such as Red Robin, Main Event, Outback, Olive Garden and Yard House.

Responsibilities (on-site, Dallas, TX)

• Utilize excellent client service skills to build strong client relationships
• Gather and deliver all content elements of the Restaurant/Ziosk programs with excellence
• Demonstrate a thorough understanding and a passion for the client’s industry/business as well as their dining guests/Ziosk user experience and menu implementations
• Coordinate program execution including gathering and synthesizing all requirements, opening jobs in Jira, troubleshooting issues, and reviewing content for accuracy, following through on testing if necessary
• Contribute to positive team morale, consensus building and creative solution solving
• Provide timelines, sitemaps, and weekly updates to clients to ensure the new customers content and menu match the contracted expectations and timelines
• Assist Customers in developing the Ziosk related content, including content creation as needed in Photoshop, Figma, Canva or other graphic development tools to aid in the development of customer content
• Document all UX changes and requests using internal tools (Lucid Chart & Jira) or directly entering those changes, when possible, into the Self-Service Portal
• Train the New Customers on the Self-Service Portal by becoming the subject matter expert with those systems and tools, flexible and adaptable to changing technology requirements and demands
• Understand how restaurant menus are created for various point of sale system, experience with OLO or other 3rd party integrations would be helpful
• Effectively update Aloha Point of Sale, Micros/Oracle, PosiTouch and other emerging Point of Sale systems
• Prioritize workflow with traffic manager to meet all project deadlines
• Evaluate client content and user testing feedback to make clear requests to the creative and production teams
• Collaborate with cross-functional teams (product, operations, creative & production) to develop strategic, creative and effective programs
• Contribute to improving processes across departments to execute flawlessly for clients
• Organize national versioning and markets concisely for production hand off

Qualifications

• 3-5 years menu, content, content creation or customer success experience
• Experience in the restaurant or hospitality industries, must be comfortable being hands-on in customer sites
• Experience working with large footprint clients on national versioning/markets
• Experience improving processes and creating documents to create more efficient workflows
• Ability to work in a fast paced, deadline driven environment, self-starter with willingness to drive for results
• Outstanding written and verbal communication to correspond with clients and internal teams effectively
• Exceptional self-management skills as well as being self-motivated, highly organized, and accountable
• Strong presentation skills & leadership in client and internal meetings
• Experience with Jira, Photoshop, Lucid, Canva, and Microsoft suite
• Point of Sale support or management abilities a plus