About the Company:
Foodhub currently has 30,000+ restaurant, takeaway, stadia, hotel and bar clients in the UK, Ireland, USA, Canada, Nigeria, Grenada and ANZ. Today, Foodhub powers the technology behind many different QSR's, stadia and venues, online order, delivery, and POS businesses, giving them a multi-solution tech stack to drive their business forward and open new revenue streams.
About The Solutions:
From the moment a consumer is thinking of placing an order, to the time the order arrives at their door and a review is posted to social media, Foodhub has solutions to drive the consumer experience, whilst adding extra value via our ecosystem of partners. The Foodhub Tech Stack is extensive: from Web and Mobile Ordering to 3rd Party Order Aggregation, Dispatch and Self-Delivery, complete Hardware/Software POS systems, extensive array of POS integrations, On-Premise Kiosks, QR Code Ordering and Payment, Table-side Mobile Order/Receipt Printers, plus an extensive product and development team to support all of this. Our solutions are offered on a modular white label basis to our clients and partners, allowing them to use the solutions needed for their business.
About The Role:
The Customer Success Manager's main purpose is to act as a first point of contact for our key partners and clients, working to resolve any issues and queries to the best of their ability, escalating more complex issues internally to ensure of quick resolve, and most importantly, on-boarding our new partners and clients efficiently and effectively. We are looking for somebody who has fantastic communication skills that loves speaking to people and has a natural ability to deliver exceptional customer experience. Previous experience of managing a diverse portfolio of clients in a SaaS business would be highly advantageous. This role would particularly suit a potential leader of the future to help build out our US Partner/ Customer Success team as our key clients and partners grow.
Responsibilities:
- Responsibility for a portfolio of key reseller partners and clients
- Act as a trusted advisor and support the client in growing their business and reducing their operational costs
- Increasing wallet share (orders) through our platform
- Driving incremental revenue from up-selling additional solutions
- Work with our clients to ensure they maximize the potential in our technology, software, and marketing
- On-boarding of new clients and locations, ensuring a seamless experience
- Comfortable meeting clients infield, as well as virtually.
- Taking accountability, always, for the effective and efficient resolution of all customer issues - even when resolution is dependent upon third party individuals or teams
- Internal stakeholder management, to ensure of complete business support.
KPI's:
- Conduct first call resolution to all inbound queries & complete escalation accordingly
- Customer growth (orders and revenue)
- Customer Retention
- Customer onboarding
- WBR and MBR's with clients
- Maintaining accurate records on CRM
- Highest degree of customer satisfaction
Qualifications:
- Minimum of 3 years experience working in a B2B environment, for example account management or customer success role
- Must have a full valid Driving Licence.
- 3 Years working in a SaaS business
- Experience working in the food technology space is an advantage
What's In It For You:
- A competitive salary + Commissions
- 33 days annual leave (inclusive of Bank Holidays)
- Holiday exchange - Buy up to 5 days holiday each year
- 401k contributions
- health contributions
