Customer Success Business Development Specialist

2 weeks ago

Kuwait City, Al Asimah Foodics Full time

We are Foodics, a leading restaurant management ecosystem and payment tech provider. With our headquarters in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan, and Kuwait, we serve customers and partners in over 35 different countries worldwide.

Our innovative products have successfully processed over 6 billion orders so far, making us one of the most rapidly evolving SaaS companies to emerge from the MENA region. We have achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA, boosting our innovation capabilities to better serve business owners.

The Job

We are looking for a Customer Success Business Development Specialist in Kuwait to help provide our clients with a smooth experience. This person will be handling accounts, supporting with the onboarding process, working hand-in-hand with the Onboarding team, and working closely with a wide collection of tech-driven F&B outlets all over Kuwait.

Key Responsibilities
  • Ensure the smooth onboarding of the client, guaranteeing the customer goes live successfully with Foodics.
  • Provide product know-how and training needs of the client upon assignment from the professional services.
  • Educate the client on company activities and initiatives and how to utilize them effectively based on certain processes and SLAs.
  • Act as the client advocate and consultant during the customer journey, being the voice of the customer.
  • Ensure agreed quarterly activities are being applied based on time frames related to customer stage during the customer journey, resulting in increased system usage & dependency, all to secure renewals and increase the customer lifetime value with Foodics.
  • Escalate to direct manager & related units any issues that might be alarming or require upper management interference.
  • Assist Finance department with renewals and outstanding balances for assigned clients where needed and as per scope.
  • Ensure that customer details & contact data are always up-to-date on our CRM.
  • Report potential churn cases in detail to management in order to align IT, Finance & Sales and seek remedies to avoid and eliminate churn.
  • Take on any assignment from customer success management that might relate to the customer success program and the well-being of Foodics (exhibitions, client meetings, new initiatives, special client & product projects).
  • Share business requirements (functionalities/features) clearly explaining the objective and the added value to the business along with other clients with our Success Management to share with IT.
  • Responsible for self-continuous Foodics knowledge, reviewing and testing updates as early as possible to always be the anchor for the customer aligning them on new features that might be on their requirements list.
  • Handle upselling tasks with the customer and on our CRM to increase the customer lifetime value and promote all of Foodics apps/services/3rd party integrations.
About You
  • Holders of a Diploma or Bachelor's degree in Business Administration, Computer Information Systems, or Computer Science.
  • Knowledge in Cloud POS / ERP systems is preferable.
  • Excellent communication skills (English is a must).
  • Multitasking capabilities.
  • Ability & desire to work in a fast-paced, fun & demanding environment.
  • Self-starter with the ability to work independently across functional groups and on multiple initiatives simultaneously.
What We Offer

We believe you will love working at Foodics. We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups. We offer highly competitive compensation packages, including bonuses and the potential for shares. Out of Country Work: We offer the option to work outside of your country of employment for up to 30 days annually.

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.

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