Customer Success Specialist - Abu Dhabi

Customer Success Specialist - Abu Dhabi

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Job Description

About Foodics
Proudly chosen as the best place to work in 2021-2022. Foodics, a Saudi fast-growing startup in the MENA region, offers a complete, cloud point-of-sale SaaS platform, with tools that help F&B and retail businesses start, track and grow. Restaurant merchants use Foodics to accept payments, track inventory, monitor sales, send orders to the kitchen, digitize menus, manage employees and analyze their whole business with smart reports, anytime and anywhere on the cloud. Available in English, Arabic, Turkish, Spanish and French. Foodics works offline with iOS apps that securely store data on the cloud and can integrate with third-party apps. Founded in 2014 and headquartered in Riyadh, Foodics is currently available across the MENA region, with offices based in Saudi Arabia, United Arab Emirates, and Egypt with a culture of retaining talent, promoting creativity and efficiency. Foodics today is one of the most promising SaaS companies in MENA and a prominent Soonicorn (soon to be a Unicorn). We are looking for people like you to help shape tomorrow at Foodics and help us grow beyond a billion valuation.To become a leading Fintech and software trusted partner globally, for retailers and sellers who want to grow their business.

We empower sellers with a comprehensive point of sale platform to enrich their operations. We give complete business control and offer smart reports on sales, customers, employees, and inventory. We also provide an ecosystem of tools to seamlessly accept payments and finance growth.
About The Role

A customer success specialist, you will be accountable to develop and maintain long-term business relationships with foodics clients, by serving as an internal advocate and client liaison. You would be driven to uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations to support our customers and guarantee a successful experience with our product. To be the best at this role, you need to demonstrate superb communication, organization, and time management skills, and be able to effectively handle a number of diverse and complex problems at the same time.
If you are a people person, by nature, and have a hybrid of soft and hard skills required to master technology and manage customer relationships, this is a great opportunity for YOU!
Main tasks and responsibilities
  • Responsible for the smooth on boarding of the client, on boarding is making sure customer went live successfully with Foodics
  • Educate the client on Foodics activities and initiatives and how to utilize it the best way based on certain processes and SLA's
  • Acting as the client advocate and consultant during the customer journey, to be the voice of the customer.
  • Make sure agreed quarterly activities are being applied based on time frames related to customer stage during the customer journey resulting in increasing system usage & dependency, all to secure the renewals and increase the customer life time value with Foodics.
  • Escalate to direct manager & related units any issues that might be alarming or require upper management interference.
  • Assist Finance department with renewals, outstanding balances for assigned clients where needed and as per scope.
  • Make sure that customer details & contacts data is always up to date on our CRM
  • Report potential churn cases in details to management in order to align IT, Finance & sales as well and seek remedies to avoid and eliminate churn.
  • Take thru any assignment from customer success management that might relate to the customer success program and the well-being of Foodics (exhibitions, client meetings, new initiatives, special client & product projects)
  • Share business requirements (functionalities / features) in a clear manner explaining the objective and the added value to the business along with other clients with our Success Management to share with IT.
  • Constantly increase and update your knowledge with Foodics product, review and test updates as early as possible to always be the anchor for the customer aligning them on new features that might be on their requirements list.
  • Handle up selling tasks with the customer and on our CRM to increase the customer life time value and promote all of Foodics apps/services/3rd party integrations.
  • BS Degree in Information Technology, Computer Science, Management Information System, or relevant field
  • Minimum of at least three (3) years previous experience in Customer Success
  • Preferably with Information Technology / Software and/or Software-as-a-Service (SaaS) products experience
  • Strong commands over Microsoft Office applications
  • Knowledge and experince in of CRM system
  • An analytical thinker and a problem solver by nature
  • Have strong communication skills and ability to explain complex tech solutions in an easy manner
  • Fluent in English and Arabic is a must
  • Flexible to work in a fast-paced and evolving environment
  • We offer a culture that fosters inclusion, diversity and innovation.
  • Attractive compensation and benefit plans.
  • Working in a hyper-growth environment, you will enjoy numerous learning and career development opportunities.
  • A great opportunity to grow and work with the most amazing people in the industry.
  • Being part of an environment that offers challenging goals, autonomy and mentoring, which creates incredible opportunities, both for you and the company.
  • Flexible, people-focused culture

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