Job Description
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💡
We are looking to hire a tech-savvy customer-passionate Customer Success Leader in Egypt to support the team in providing our clients with the smoothest experience!
This person will be handling accounts, supporting the on-boarding process working hand-in-hand with the Onboarding team. As well as working closely with a wide collection of tech-driven F&B outlets all over Egypt.
What Will You Do❓
- Professionally manage your team of Customer Success consultants who build customer relationships with a portfolio of assigned accounts, fostering a culture of excellence and customer-centricity.
- Make sure your team meets and exceeds customer retention goals and ensure consistently high retention rates and increase the total NRR and ARR.
- Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle.
- Analyze customer feedback and data to drive continuous improvement in our products and services.
- Provide regular reports and insights to senior management on key customer metrics and trends.
- 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 aggressively/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 an 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.
- Stay up-to-date with industry trends and best practices in customer success and restaurant management technology.
- Act as the primary point of contact for “Code Red” account escalations, providing a calm, authoritative presence for disgruntled clients while negotiating win-win resolutions.
- Empower the team with clear “Escalation Paths,” defining exactly when and how a technical or billing issue should be moved up the chain to deliver the best customer experience for the clients
- Orchestrate cross-departmental “War Rooms” for complex deployments or accounts requiring multi-disciplinary support (e.g., bridging the gap between Tech Support and Product for a specific bug).
- Facilitate Business Reviews (QBRs) for high-value stakeholders, translating technical usage data into strategic business value for the client’s C-suite.
- Collaborate with the Finance & Billing departments to streamline the “Quote-to-Cash” process for renewals, ensuring a frictionless experience for the client.
What Are We Looking For❓
- BS Degree in Information Technology, Management Information System, Business or relevant field
- Minimum of 3 years as a team lead/manager in Customer Success or Account Management functions 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 and Arabic is a must.
- Passion for food and restaurants
- Self-starter with ability to work independently across functional groups and on multiple initiatives simultaneously
- Must be flexible to work in a fast-paced and evolving environment
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-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.
