Who Are We
We Are Foodics! a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 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. Also Foodics 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.
The Job in a Nutshell
We are looking to hire a dynamic and energetic Customer Success Specialist, who will be accountable to develop and maintain long-term business relationships with foodics clients, by serving as an internal advocate and client liaison.
To be the best at this role, one needs 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.
What Will You Do
- 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 amp; dependency, all to secure the renewals and increase the customer life time value with Foodics.
- Escalate to direct manager amp; 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 amp; contacts data is always up to date on our CRM
- Report potential churn cases in details to management in order to align IT, Finance amp; 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 amp; 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.
What Are We Looking For
- BS Degree in Information Technology, Computer Science, Management Information System, or relevant field
- 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
- Strong commands over Microsoft Office applications
- Knowledge and experince in of CRM system
- An analytical thinker and a problem solver by nature
- Have strong communication skills and ability to explain complex tech solutions in an easy manner
- Fluent in English and Arabic is a must
- Flexible to work in a fast-paced and evolving environment
Who Will Excel
- Previous experience in SaaS/ Technology/Famp;B industry.
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What We Offer You
We believe you will love working at Foodics!
- We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
- We offer highly competitive compensation packages, including bonuses and the potential for shares.
- Out of Country Work: We offer the option to work outside of your country of employment for up to 30 days annually.
- 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 g