Customer Success Specialist

Company Name: Foodics
Location: UAE

About Foodics 🏢

Foodics has revolutionized the foodtech scene in UAE, Saudi Arabia and the rest of the Middle East since 2014 and is steadily growing across the GCC region.

Foodics offers a cloud-base all-in-one restaurant management system on an iPad in English and Arabic. With multiple add-on iOS apps and building on more, thousands of restaurants, food trucks, cafes and fast-food chains in the Middle East are hiking their revenues and building their relationship with diners.

Offering high tech solutions and real-time management, Foodics powers its' clients and provides a unique style of dining fit for the future.

We’re looking for a dynamic and energetic Customer Success Specialist.

Location: Dubai, UAE

Main tasks and responsibilities 💡

• Responsible for the smooth onboarding of the client. Onboarding is making sure that the customer went live successfully with Foodics
• Responsible for the product know-how and training needs of the client upon the assignment from the professional services.
• Responsible for educating the client on company 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.
• Responsible for making 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 lifetime 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 are 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.
• Taking thru any assignment from Customer Success Manager that might relate to the customer success program and the well-being of Foodics (exhibitions, client meetings, new initiatives, special client & product projects)
• Sharing 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.
• Responsible for self-continuous Foodics knowledge, reviewing and testing 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.
• Handling up selling tasks with the customer and on our CRM to increase the customer lifetime value and promote all of Foodics apps/services/3rd party integrations.

 

Job Qualifications 👨‍💻

• Male
• BS/BA degree or equivalent in any Business-related courses
• 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
• Must have strong computer skills including Microsoft Office and databases
• Excellent analytical and problem-solving skills
• Must have strong and excellent communication skills
• Fluent in English and Arabic is a must. 
  
• Willing to travel inside and outside UAE from time to time
• Passion for Food and Restaurants
  

Join us and let's build the #FutureRestaurant together! 🍴👨‍🍳🏪

• Seniority level

  Mid-Senior level

• Employment type

  Full-time

• Job function

  Information TechnologyCustomer ServiceTraining

• Industries

  Information Technology and ServicesComputer SoftwareInternet