Professionally manage your team of Customer Success consultants build customer relationships with a portfolio of assigned accounts
Make sure your team meet and exceed customer retention goals and ensure consistently high retention rates.
Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle.
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
What Are We Looking For
BS Degree in Information Technology, Computer Science, Management Information System, business or relevant field
Minimum of 4 years proven success in Customer Success or Account Management role for a technology company, preferable a SaaS company.
Experience managing a diverse team of account managers/customer success consultants.
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 Egypt)
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
