Customer Success Specialist – Kuwait

Job Description

About Foodics 🏢

Proudly “voted the best place to work” in 2021-2022, Foodics, one of the most promising SaaS companies in MENA, was founded in 2014 in KSA with headquarters in Riyadh and offices in the United Arab Emirates Jordan, Kuwait, Egypt, Pakistan, and the Netherlands.

FOODICS is the leading Restaurant-Tech company in MENA and a pioneer in the regional F&B industry. Foodics is currently undergoing rapid expansion across MENA, Pakistan, Africa and Asia, servicing over 20,000 brands , and has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA, boosting its innovation capabilities to better serve business owners.

We provide a cloud-based point-of-sale SaaS ecosystem with tools that help F&B, and retail businesses start, track and grow. Our customers use Foodics to accept payments, track inventory, monitor sales, process orders, digitize menus, manage employees, create analytics and smart reports, provide secure cloud storage and enable the integration of third-party apps.

We pride ourselves on recognizing and retaining talent while promoting creativity and efficiency. We are constantly looking for people to help shape and be a part of our bright future!

Our Purpose: To create a growth-accelerating platform that enables the restaurant ecosystem to achieve the most remarkable performance

Our Vision: To be the most trusted one-stop-shop software & financial platform for restaurants

Our Mission: to empower every person who contributes to the success of a restaurant business and provide finance to fuel its 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.