Company Description :
Grubtech is an end-to-end operating system for omnichannel restaurants and cloud kitchens. Its all-encompassing solution streamlines day-to-day operations with tools and capabilities such as an omni-channel Point of Sale, integration with food aggregators, an interactive kitchen display system, multi-brand menu and recipe management, commercial and operational reporting and analytics, advanced marketing capabilities, a customer management portal, and more.
Company Mission & Vision :
- Mission : Our mission is to delight our F&B partners with transformative technology, their customers with the best service, our employees with a passion project worth working for and our investors with growth and profitability
- Vision : To be the most comprehensive and hyper-connected F&B platform
Company Values :
Integrity, Nimble, Transparency, Impact, Creativity, Diversity
Key Customers :
F&B Industry which includes Restaurants, Cloud Kitchen, etc
Job purpose :
The Customer Success (CS) Specialist is responsible for onboarding newly signed customers, maintaining strong relationships with existing customers and driving growth in customer accounts whilst reducing churn. The CS Specialist works closely with other functions, including Sales and Operations, to enhance the customer experience, and ensuring that customer feedback is continuously fed back to the Product team.
Duties & Responsibilities :
Introduce clients to products, services and manage client’s life cycle.Responsible for the onboarding of new clients to use our solutions.Prepare deployments and staff training. Train end users how to effectively use the platform.Support in the development of training material and a knowledge hub.Help to enlarge the client’s business by suggesting new products and services.Follow up on the client requests and technical challenges.Troubleshooting technical issues customers might have with the service (First line support).Lead meetings between clients and support professionals.Follow-up with existing accounts and conduct frequent checks to ensure customer satisfaction, consult on new features, and identify up-sell opportunities.Understand customer outcomes by communicating with customers and running various customer feedback initiatives.Stay abreast of company developments, new products and features and communicate the same to customers.Act as an advocate for the customer within the company, voicing both their desires and issues in a timely manner.Provide insights to customers to ensure that they get the most out of the platform.Spur customer retention and account growth by understanding customer needs and helping them succeed.Develop trusting and long-lasting relationships with existing customers.In charge of customer billings and invoicing.Assist the finance team in driving and managing renewals.Report client interactions, document it & follow up with Technical PMs.Education, Qualifications, or trainings required :
Bachelor’s degree in business managementSkills & Competencies required :
Attention to details and excellent problem-solving skills.Self-managed, proactive work style; ability to perform at a high level in a fast-paced environment.Thrives in a high tech, fast paced, team-oriented environment.Outstanding Communication Skills.Empathetic with strong interpersonal skillsStrong organizational and time management skills and the ability to manage multiple customers and projects simultaneously.Fast learner and results-drivenAgile, flexible and able to operate effectively with uncertainty and changeCustomer-focused, prioritizes customer needs and willingness to support at any given circumstancesCustomer Support / Sales experience is a plus.Technical skills required :
Microsoft office (Very Good).Basic network troubleshooting.Language skills required :
Professional working proficiency in Portuguese, Spanish, German, & Italian both writing & speaking is required.Professional working proficiency in English both writing & speaking.Native-level proficiency in ArabicPrior experience :
2+ years’ experience in an account management, customer success or client-facing rolePreferably with SaaS or software company background, an added advantage but not a mustExperience working with cross-functional teams and managing a number of stakeholders