Customer Success Manager
Il y a 6 mois
**Who are we**
Deliverect is in hyper-growth As a global SaaS Unicorn, our mission is to be the backbone of on-demand food, with over 300 million orders completed globally.
We simplify online order management to help restaurants, cloud kitchens and food chains around the world become faster, smarter, and more connected so that they can serve even more delicious food to their customers.
With real-time insights, they can easily manage inventory, track revenue growth, automatically update stock, adjust menus globally, and spot new opportunities across platforms.
**Who we work with**
The most popular and up-and-coming food delivery platforms around the globe, along with your local takeaway restaurants and stores We also partner with Point Of Sale (POS) Software providers, ensuring we work together in the FoodTech space to deliver a market-leading product.
**Our People**
Situated within our strategic hubs spanning Europe, North America, South America, Oceania, Asia, and the Middle East, Deliverect is experiencing an exciting phase of rapid expansion on a global scale. Our journey is marked by ambition, a strong sense of ownership, and collective celebrations of success within our tight-knit team. Fueled by profound mutual respect, we consistently foster an environment conducive to continuous learning and personal growth.
**Unified by our Values**
At Deliverect, our collective journey is steered by a steadfast commitment to empowerment, unity, and innovation. We empower ambitious pursuits by providing the tools needed to conquer challenges, fostering a culture of ownership and collaboration. Our unity is illuminated by respect and empathy, as we engage in open dialogue, celebrate strengths, and create a secure environment for growth. Fuelled by an unwavering dedication to innovation, we encourage imaginative ideas and nurture inventive thinking through transparent communication and a relentless pursuit of learning. These values drive us forward, shaping our path as we continue to make a meaningful impact.
**Team**
As a Customer Success Manager at Deliverect, your mission is to be the strategic linchpin that ensures the success and satisfaction of our restaurant, dark kitchen, and grocery customers. This role plays a vital part in delivering on Deliverect's broader vision by fostering customer loyalty, driving long-term retention, and fueling revenue growth through seamless collaboration with our Growth Account Managers.
**A Typical Day**
- Client Retention Strategy: Develop and execute clear client retention goals, showcasing the value of the Deliverect product to clients.
- Data-Driven Insights: Utilize data and insights to demonstrate how Deliverect has enhanced the profitability and efficiency of client businesses.
- Upsell Identification: Identify opportunities for upsells by understanding and addressing client needs throughout the relationship.
- Personalized Engagement: Craft personal and memorable touchpoints with clients, enhancing their relationship with the Deliverect brand.
- Educational Material Development: Create presentations and educational materials to effectively convey the value of Deliverect to clients and report on departmental activities internally.
- Feedback and Improvement: Review and address customer complaints and concerns while constantly seeking to enhance the customer experience.
- Relationship Management: Manage relationships with clients and internal teams, assisting with renewals and contract negotiations.
**Your Expertise**
Driving Innovation and Growth: Your contribution lies in promoting innovation and driving growth within your domain. By identifying and capitalizing on upsell opportunities, you play a significant role in advancing Deliverect's position in the market.
Global and Regional Impact: While this role primarily focuses on the APAC region, its actions have a global ripple effect. Your efforts influence Deliverect's presence and success on both regional and global scales.
**_
Required Skills and Qualifications_**
- Experience as a Customer Success Manager or Account Manager in a SaaS company.
- Familiarity with Planhat (CSP), Hubspot (CRM), Google Suite, Slack, and Zoom is advantageous.
- Technological acumen, with the ability to simplify complex concepts for busy decision-makers.
- Accountability, organization, and the capacity for both independent work and team collaboration.
- A track record of managing multiple tasks, effective problem-solving, and maintaining a positive approach to challenges.
- A relevant educational background along with experience in SaaS sales.
- Experience with POS systems is considered a valuable asset.
Core Competencies
- Market Insight: Stay updated on industry trends and market dynamics to identify growth opportunities.
- Data-Driven Decision-Making: Utilize data analysis to make informed decisions and track the success of growth initiatives.
- Sales and Marketing Alignment: Collaborate effectively with sales and market
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