Merchant Success Specialist

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.