Customer Success Specialist

2 weeks ago

Riyadh, Saudi Arabia Foodics Full time

**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 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**

As a Customer Success Specialist at Foodics, you will be responsible for managing the after-sales journey for our customers, ensuring a seamless and successful onboarding experience, providing activation support, and managing customer accounts for a period of time. This phase is highly hands-on to guarantee customer satisfaction and successful product adoption. After this period, the accounts will be transitioned to the Account Management teams, and for enterprise accounts, they will retain a Customer Success Specialist to continue to support them as the primary contact to manage product requests, issue resolutions, provide ongoing product education, and collaborate with internal teams to ensure enterprise customers receive timely and effective solutions.

**What Will You Do❓**
- Guide new customers through the onboarding process, ensuring they are set up for success.
- Conduct comprehensive training sessions to educate customers on the functionalities and benefits of the Foodics platform.
- Assist customers in customizing the platform to meet their specific business needs.
- Provide proactive support during the initial activation phase to ensure customers are utilizing the platform effectively.
- Address any questions or concerns customers may have during their initial use of the platform.
- Monitor customer usage and provide guidance to maximize platform adoption and value.
- Build strong relationships with customers to become a trusted advisor.
- Collect and relay customer feedback to internal teams to drive product improvements. Advocate for customers’ needs and ensure their voice is heard within the company.

**What Are We Looking For❓**
- Bachelor's degree in Business, Marketing, or related field.
- Minimum 3 years proven experience in customer success, account management in the hospitality or SaaS industries.
- Exceptional communication and interpersonal skills.
- Strong problem-solving skills and a proactive approach to addressing customer needs.
- Customer-focused mindset with a passion for delivering exceptional service.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Fluency in Arabic and English.
- Restaurant operations experience is a plus.

**Who Will Excel❓**
- Previous experience in Restaurant Operations.

**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.
- 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.

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