Customer Success Manager

Location: Regular travel to clients and Head office - Stoke-on-Trent

About Foodhub:

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 venue, 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 abd 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 platinum clients and partners, 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 that 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, with a track record of driving growth from clients. This role would particularly suit a potential leader of the future to help build out our UK Customer Success team as our platinum clients and partners grow.

Main Dutie & Responsibilities:

• Responsibility for a portfolio of busy restaurant and takeaway clients, as well as our partner network. Brands like Papa Johns, Subway and Peri Peri Chicken
• Being a trusted advisor, supporting clients to grow their business, whilst reducing their costs
• Increasing wallet share (orders) through our platform
• Work with our clients to ensure they maximise the potential in our technology, software and marketing
• Onboarding of new clients and locations, ensuring of a seamless experience
• Comfortable meeting clients in field, as well as virtually.
• Taking accountability at all times, for the effective and efficient resolution of all customer issues even when resolution is dependent upon other stakeholders. You own the client relationship

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
• Delivery of exceptional customer experience

Requirements:

• Minimum of 3 years experience working in a B2B environment, for example client management, account management or Client Success Role
• Must have a full valid Driving Licence.
• 3 Years working in a SaaS business
• Experience working in the hospitality technology space an advantage
• Willingess to travel to meet clients

What's In It For You:

• A competitive salary
• Bonus on client revenue growth
• 33 days annual leave (inclusive of Bank Holidays)
• Holiday exchange - Buy up to 5 days holiday each year
• Employee Assistance Programme
• Wellness Scheme
• Discounted Cancer Screening
• Discount Hub
• Cycle to Work Scheme
• Gym Membership - Contribution of up to £30 per month
• Will Writing Service
• Mobile or Tech Salary Sacrifice Scheme
• Heavily discounted Bupa Select Complete Policy option for you and your immediate family.(Medical History Disregarded)
• Death in Service - Salary x4 Life Cover