Customer Success Specialist

**Who we are?**

As the digital disruption of the F&B sector continues to build momentum and accelerate by the pandemic’s impact, the operators find themselves with archaic toolbox designed for traditional brick and mortar commerce. New business models born out of this transformation such as Cloud Kitchens and Virtual Brands have recently reached a critical mass of maturity and scale but unfortunately the technology providers in this space have not pivoted fast enough to capture the demand. Grubtech was born out of deep expertise in the beauty and apparel e-com space and have transposed best practices in operations, marketing, and technology to the F&B sector.

**What we do?**

We are one of the few companies globally that is purpose built from the ground up to cater to delivery centric restaurants and cloud kitchens. Our product suite encompasses the entire end to end operations from demand generation, food aggregator integration, in-kitchen operations, and last mile delivery integration. Our solution provides a high degree of automation which collapses manpower costs and unlocks digital channel revenues. It allows our customers to focus on what they do best, making great food while we handle the technology landscape to bring best of breed capabilities to assist in navigating the digital transformation of their sector.

**Our Mission & Vision**
- Mission: Our mission is to delight our F&B partners with transformative technology, their customers with the best service, our employees with a passion project worth working for and our investors with growth and profitability
- Vision: To be the most comprehensive and hyper-connected F&B platform

Role overview:
Our solution addresses a key gap in the market, and we have witnessed significant demand for the product both regionally and globally. The Grubtech team is growing at a significant rate to ensure that we successfully meet that demand, effectively serve our customers, consistently exceed expectations, and continuously innovate and identify new opportunities.

The Customer Success (CS) Specialist is responsible for onboarding newly signed customers, maintaining strong relationships with existing customers and driving growth in customer accounts whilst reducing churn. The CS Specialist works closely with other functions, including Sales and Operations, to enhance the customer experience, and ensuring that customer feedback is continuously fed back to the Product team.

**Responsibilities**:

- Serve as the primary contact for new and existing customers
- Onboard newly signed customers
- Develop trusting and long-lasting relationships with existing customers
- Provide post go-live support
- Understand customer’s needs and showcase how our services address those needs
- Provide insights to customers to ensure that they get the most out of the platform
- Spur customer retention and account growth by understanding customer needs and helping them succeed
- Maintain a cadence of communicating with customers about their adoption trends, sentiment and opportunities for deeper engagement
- Understand customer outcomes by communicating with customers and running various customer feedback initiatives
- Stay abreast of company developments, new products and features and communicate the same to customers
- Act as an advocate for the customer within the company, voicing both their desires and issues in a timely manner
- Assess, synthesize and communicate customer feedback, requirements, changes and issues to the Product team
- Drive customer retention by preempting issues and resolving problems in a timely manner
- Support in the development of training material and a knowledge hub
- Train end users how to effectively use the platform
- Identify opportunities for customers to act as company advocates, including through the use of testimonials, case studies, etc.
- Collaborate closely with other functions in order to support renewals and expansion opportunities
- Coordinate and collaborate with other functions such as Sales, Engineering, Operations and Product

**Experience**:

- Characteristics- Empathetic with strong interpersonal skills
- Good listener
- Strong leadership skills
- Collaborative
- Strong written and verbal English communication skills
- Self starter with a ‘can do’ attitude
- Highly organized
- Agile, and able to operate effectively with uncertainty and change
- Fast learner and results-driven
- Minimum qualifications_
- Bachelors’ degree
- 2+ years’ experience in an account management, customer success or client-facing role as a SaaS or software company
- Experience working with cross-functional teams and managing a number of stakeholders
- Passion for technology and for being a part of a fast-growing SaaS company
- Thrives in a fast-paced environment