Fooder one of Twerlo's products is a SaaS-based Online Ordering System for Restaurants that helps them expand digitally through multiple branded ordering channels like WhatsApp, websites, and apps. To know more visit GoFooder.com
Fooder is looking for a rock-star Customer Success Manager to help our clients be successful with their digital expansion. You'll accomplish this by working hand-in-hand with them through their journey selling online, giving them the right directions for marketing, operations, and logistics, and recommending the best practice.
Responsibilities
Own overall relationship with assigned Merchant
Ensure retention and satisfaction of all assigned Merchant
Aid clients in achieving their goals
Customer onboarding, training, and support
Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars
Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices
Analyzing customer data and helping them discover aspects of the product that are most beneficial to them
Carrying out periodic health checks to avoid churn
Firefighting during account escalations
Account management and renewals
Keeping customers updated on changes to the product they’re using, new features, and new products they might find useful
Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals
Upselling and cross-selling through review of customers’ progress
Bachelor's degree or equivalent experience
Experience in customer success in the F&B industry or Food aggregators
Passion for making a change in the market as part of a fast-growing SaaS company.
Ideally 4+ years of experience in Customer Success, Account Management, Business Development, Management Consulting, or other client-facing roles.
Experience in working with multi-geographical clients.
Strong communication skills.
Experience working with cross-functional teams such as sales, product, marketing ...etc.
English fluency.
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