About Foodics
Foodics, a Saudi fast growing startup in MENA, offers a complete Cloud point-of-sale SaaS with tools that help Famp;B and retail businesses start, track and grow. B2B sellers use Foodics to accept payments, track inventory, monitor sales, send orders to the kitchen, digitize menus, manage employees and analyze the whole business with smart reports, anytime and anywhere on the cloud. Available in English, Arabic, Spanish and French. Foodics works offline with iOS apps that securely store data on the cloud and can integrate with third-party apps. Founded in 2014 and headquartered in Riyadh, Foodics is currently available across the MENA region, with offices based in Saudi Arabia, United Arab Emirates, and Egypt with a culture retaining talents and promoting creativity and efficiency. Foodics today is one of the most promising SaaS companies in MENA and future Unicorn (1 Billion USD company).
Vision
To become a leading Fintech and software trusted partner globally, for retailers and sellers who want to grow their business.
Mission
We empower sellers with a comprehensive point of sale platform to enrich their operations. We give complete business control and offer smart reports on sales, customers, employees, and inventory. We also provide an ecosystem of tools to seamlessly accept payments and finance growth.
Main tasks and responsibilities
- Professionally manage and scale the team of Customer Success Executives in building customer relationships with a portfolio of assigned account
- Develop and implement a scalable and repeatable Customer Success strategy from the ground up, including processes and policies.
- · Make sure your team meets and exceeds 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 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 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
Requirements
- BS Degree in Information Technology, Computer Science, Management Information System, Management, Business or relevant field
- Minimum of 5 years proven success in Customer Success or Account Management role for a technology company, preferably a SaaS company.
- Experience managing a diverse team of account managers/customer success consultants scattered over different cities.
- 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 is a must. Fluency in other languages is an advantage.
- Willing to travel from time to time (within or outside the emirate of Dubai)
- Passion for food and restaurants
- Self-starter with the ability to work independently across functional groups and on multiple initiatives simultaneously
- Must be flexible to work in a fast-paced and evolving environment
Benefits
- Attractive compensations and benefits.
- Accelerated learning experience.
- Flexible, people-focused culture .