Digital Client Success Specialist

SUMMARY

The Client Success Specialist is important to the success of Cleveland Menu’s digital products and services, and as part of the team, is dedicated to creating unique quality products for our clients and working closely with several departments including Sales, Creative Services, Pre Press and Production.

This role serves as a primary, client-facing support contact, combining real-time phone and email communication with hands‑on platform expertise, onboarding guidance, troubleshooting and ongoing optimization support for a wide range of hospitality brands.

• Ensure all project‑related documents for the Digital Solutions team are organized and easily accessible.
• Maintain and grow ongoing relationships with existing clients to ensure satisfaction and address any concerns.
• Onboard new client accounts and guide them through initial setup, configuration and best practices within our online tools.
• Perform webinar product demos, walk‑throughs, and training sessions for clients as needed.
• Manage client data system inputs with a high level of accuracy, following established department processes and standards.
• Offer timely assistance to clients experiencing issues or challenges with online tools, ensuring resolution.
• Help with testing new features and functionalities, providing valuable feedback to improve the product.
• Assist in preparing and formatting project‑related documents to ensure clarity and consistency.
• Other duties as assigned.

• Excellent verbal and written communication skills, including active listening.
• Ability to effectively prioritize and execute tasks with minimal supervision, and work under tight deadlines.
• Service‑oriented and able to resolve customer grievances.
• Proficient with Microsoft Office suite, Office 365 and Google Workspace along with comfort using Windows or Mac OS and ability to learn new software systems.
• Success in conflict resolution with strong critical thinking and problem‑solving skills.
• Ability to thrive in a fast‑paced environment, ability to learn new software systems and technology, and rapidly adjust to changing projects.

• High school diploma or GED.
• 2+ years proven customer service experience in a high‑volume environment, deadline‑driven environment.
• Experience working within structured systems or software platforms (CRM, SaaS tools, order management systems, etc.).
• Familiarity with online configuration tools or data‑driven platforms.
• Experience with Adobe Creative Suite or a general interest in graphic design and production processes.

• Shift: Monday – Friday, 9am – 5pm
• Direct Reports:
  No
• FLSA Status:
  Exempt
• Compensation: $49,0000 – $57,000 annually
• Location:
  
  Onsite, in‑person

• Health Insurance: medical, dental & vision
• Company paid Basic Life/AD&D & Employee Assistance Program (EAP)
• Voluntary Benefit Plans:
  Life/AD&D, FSA, Short‑term disability, pet insurance
• 401(k) with company contribution
• Company paid holidays (10 days) & PTO package

This position operates primarily in a professional office environment and is not exposed to adverse environmental conditions and/or hazardous conditions. While performing the duties of this job, the employee is regularly required to sit for extended periods of time; stand and walk occasionally (including in the plant); near vision acuity for computer work; ability to communicate clearly through verbal interactions on the phone and in person;

and fine motor skills to operate a keyboard/mouse and other office equipment.

Cleveland Menu isan equal opportunity employer, and all qualified employees and applicants will receive equal employment opportunity without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Individuals who require an accommodation should contact Human Resources with your accommodation request.