Nick Kroeger Email & Phone Number

Minneapolis, Minnesota, United States

-Manage relationships with individual properties, management companies, and hotel brands, after onboarding process is complete.-Conduct regular meetings and metrics reporting with management groups, helping guide hotel performance and guest engagement, in an effort to improve guest satisfaction and operational efficiencies.-Collaborate with global hotel brands such as Hilton, IHG, and Shangri-La to meet their goals, expand our partnered portfolio, and develop additional services.-Leverage tools like Salesforce, SalesLoft, and Appcues to improve engagement with low performing partners.-Provide quick responses and resolutions to partnered properties with questions and issues.-Work with Support, Sales, Engineering, Data teams to provide additional services, tools, and messaging channels to our partnered properties.-Lead initiatives to continually lower churn rates well below SaaS industry averages (<5%).

- Managed a team of Success Associates to meet and exceed team KPIs (Customer Satisfaction, Service Level Agreements) in a start-up environment- Directed onboarding and launch of Restaurant Partners on to the Foodsby service, ensuring a successful partnership- Resolved escalated issues with Restaurant Partners and customers to ensure positive outcomes and long-term relationships- Provided ongoing support to Restaurant Partners to help them maximize restaurant profitability and on-time deliveries- Led initiative to increase average participation of restaurant partners in key growth areas- Hired and coached new associates with a comprehensive onboarding program to improve customer satisfaction from 95% to 97% in 2 months- Collaborated with Sales, Data, and Tech teams on projects to increase operational efficiencies, like designing a process to reduce time spent on a daily Support task from 15 hours per week to 2 (87% decrease)

Minneapolis

*Provided fast and effective support for our restaurant partners, customers, and other internal team members.*Handled a high volume of customer and restaurant support tickets, inbound and outbound phone calls, and data entry in a time-sensitive manner. *Collaborated with Foodsby's sales and analyst teams to build successful relationships with new restaurant partners and ensure successful onboarding.

St Paul, Mn

• Develop customer relationships with single-use inquiries to create long-term customers• Assist customers in scheduling service and answering questions unique to their service needs• Support operational needs by organizing route schedules and communicating customer needs to the service team• Provide on-site supervision to the Information Technology Destruction team during Hard Drive shredding projects, contributing to one of the most profitable areas of the organization

• Created external messages for radio promotions, in-game dialogue, and social media management• Maintained sponsor relationships to assure contractual obligations were met• Organized and executed in-game activities to improve the fan experience