Customer Success Specialist

Job description / Role

Job Type
Full Time

Job Location
Dubai, UAE

Nationality
Any Nationality

Salary
Not Specified

Gender
Not Specified

Arabic Fluency
Not Specified

Job Function
Customer Service

Company Industry
IT, Software & Internet Services

Description

Who are we?
We are Foodics, a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarters in Riyadh and offices across five countries, including UAE, Egypt, Jordan, and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far, making Foodics one of the most rapidly evolving SaaS companies to ever emerge from the MENA region. Foodics has also 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.

The job in a nutshell

We are looking to hire a Customer Success Specialist in UAE to help provide our clients with the smoothest experience! This person will be handling accounts, supporting the onboarding process working hand-in-hand with the onboarding team, as well as working closely with a wide collection of tech-driven F&B outlets all over UAE.

What will you do?

• Responsible for the smooth onboarding of the client; onboarding is making sure the customer went live successfully with Foodics.
• Responsible for the product know-how and training needs of the client upon the assignment from professional services.
• Responsible for educating the client on company activities and initiatives and how to utilize them in the best way based on certain processes and SLAs.
• 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 and dependency, all to secure renewals and increase the customer lifetime value with Foodics.
• Escalate to direct manager and related units any issues that might be alarming or require upper management intervention.
• Assist finance department with renewals and outstanding balances for assigned clients where needed and as per scope.
• Make sure that customer details and contacts data are always up to date on our CRM.

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• Report potential churn cases in detail to management in order to align IT, finance, and sales as well, and seek remedies to avoid and eliminate churn.
• Take through 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 and 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.
• 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.
• Handle upselling tasks with the customer and on our CRM to increase the customer lifetime value and promote all of Foodics apps, services, and third-party integrations.

What are we looking for?

• Holder of diploma or bachelors degree in Business Administration, Computer Information System, or Computer Science.
• Knowledge in cloud POS/ERP systems preferable.
• Should have excellent communication skills (English is a must).
• Multi-tasking capabilities.
• Ability and desire to work in a fast-paced, fun, and demanding environment.
• Self-starter with ability to work independently across functional groups and on multiple initiatives simultaneously.

Who will excel?

• Knowledge in cloud POS/ERP systems.
• Previous experience in SaaS/F&B industry.

What we offer you?

We believe you will love working at Foodics! We offer highly competitive compensation packages, including bonuses and the potential for shares.

We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.

Join a talented team of over 30 nationalities working in 14 countries, and gain valuable experience in an exciting industry.

We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.