Customer Success Team Leader
Foodics
- Riyadh
- Permanent
- Full-time
This person will be handling accounts, supporting with the on-boarding 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 KSA.What Will You Do❓
- Professionally manage your team of Customer Success consultants who build customer relationships with a portfolio of assigned accounts, fostering a culture of excellence and customer-centricity.
- Proactively identify opportunities for upselling and cross-selling additional products or services to existing foodics clients.
- Make sure your team meets and exceeds customer retention goals and ensure consistently high retention rates and increase the total NRR and ARR.
- Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle.
- Analyze customer feedback and data to drive continuous improvement in our products and services.
- Provide regular reports and insights to senior management on key customer metrics and trends.
- Gain a thorough understanding of assigned client’s needs, business objectives, and processes to ensure that they successfully adopt and deploy Foodics
- Ensure that customers derive maximum value from Foodics and collaborate with the sales team to help upsell additional services, integrations, and features.
- Identify risks to client success and aggressively/proactively engage the client whenever there’s an identified retention issue.
- Develop and execute retention plans for customers who may be at risk
- Drive resolution of escalated account issues in coordination with Billing, Support, and other departments.
- Gain and maintain an expert knowledge of Foodics products and services.
- Be a voice for the customers internally and help senior leadership understand product concerns, shortcomings, and missing features that are important to the customers.
- Manage contract related inquiries, questions, and issues from clients and other departments.
- Liaise with other team leaders to make sure that Foodics clients are getting the best service possible.
- Stay up-to-date with industry trends and best practices in customer success and restaurant management technology.
- BS Degree in Information Technology, Computer Science, Management Information System, business or BS Degree in Information Technology, Computer Science, Management Information System, business or relevant field
- Minimum of 3 years as a team lead/manager in Customer Success or Account Management functions for a technology company, preferably a SaaS company.
- Experience managing a diverse team of account managers/customer success consultants scattered over different cities.
- Experience with account portfolio planning, management, and prioritization
- High attention to details and willingness to get “in the weeds” to fix a problem
- Knowledge of customer success best practices
- Experience driving client adoption of technology or software product
- Exceptional communication and relationship management skills
- Fluent in English and Arabic is a must.
- Willing to travel from time to time (within or outside KSA)
- Passion for food and restaurants
- Self-starter with ability to work independently across functional groups and on multiple initiatives simultaneously
- Must be flexible to work in a fast-paced and evolving environment
- 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 gain valuable experience in an exciting industry.
- We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.