• Provides world-class remote and onsite training to enterprise customers. • Applies a consultative approach to software implementation projects to ensure the solution meets business needs. • Assists Project Managers in coordinating long, complex projects: Proactive Process Improvements to process and solutions. • Strong understanding of Project Management methodologies with the ability to manage projects within a structured manner. • Trains support teams on details of each enterprise account • Trains New hires and Support teams: software products, enhancements. • Understands and partners with foodservice operations to improve efficiency. • Subject Matter Expert for Enterprise software products that support the K-12 foodservice industry. • Resolves complex support issues for enterprise accounts. • Responds to customer concerns, complaints, or inquiries in a timely, professional, and responsive manner. • Collaborates with Tier 3, Product, R&D and leadership to implement and support customers. • Creates requirements for, submit, and manage the life of enhancement requests for customers. • Able to negotiate alternatives, knows when to escalate a problem, or when to ask for assistance in dealing with the various problems reported. • Highly qualified in problem-solving, troubleshooting, and customer service skills. • Professional presence with a calm, patient, listening demeanor that can thrive in high-stress environments Must be able to handle spirited customer conversations and diffuse conflict using appropriate communication skills and conflict resolution techniques. • Establishes and maintains good working relationships with school district food service personnel, school district IT representatives and technical consultants, internal first level personnel, peers, internal software developers, internal quality assurance personnel, and internal sales personnel. • Must employ clear, concise and grammatically correct verbal and written communication skills, as well as apply professional customer service skills during all interactions with customers. • Installs software and hardware both remote and at customer’s sites. • Facilitates and administer training, as necessary, at various company-sponsored training seminars; develops associated training curriculum and materials. • Works directly with Leadership to identify process improvement opportunities. • Maintains hyper-focus on customer satisfaction and notifies upper-level management of any challenges that could jeopardize the relationship with the customer. • 60% travel required. • Complies with and helps to enforce standard policies and procedures. • All other duties assigned.