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- Tasks: Manage client relationships and resolve issues for our top restaurant partners.
- Company: Join Foodhub, a leading tech provider for restaurants across multiple countries.
- Benefits: Enjoy competitive salary, bonuses, 33 days leave, wellness schemes, and gym contributions.
- Why this job: Be part of a dynamic team driving growth in the hospitality tech space with impactful solutions.
- Qualifications: 3+ years in B2B client management, SaaS experience preferred, and a valid driving licence required.
- Other info: Opportunity to lead and grow within a fast-paced, innovative environment.
The predicted salary is between 36000 - 60000 £ per year.
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 and 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 Duties & 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.
- Willingness 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.
Customer Success Manager employer: FOODHUB
Contact Detail:
FOODHUB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with Foodhub's tech stack and solutions. Understanding their offerings, such as POS systems and online ordering, will help you engage in meaningful conversations during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Leverage your network to connect with current or former employees at Foodhub. They can provide valuable insights into the company culture and expectations for the Customer Success Manager role, which can give you an edge in your application.
✨Tip Number 3
Prepare specific examples of how you've successfully managed client relationships in a SaaS environment. Highlight instances where you've driven growth or improved customer satisfaction, as these experiences will resonate well with the hiring team.
✨Tip Number 4
Showcase your communication skills by practising how you would explain complex technical concepts in simple terms. This is crucial for a Customer Success Manager, as you'll need to ensure clients fully understand and utilise Foodhub's technology.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, particularly in a SaaS environment. Emphasise your communication skills and any previous roles where you managed client relationships or drove growth.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your background aligns with Foodhub's mission. Mention specific examples of how you've successfully onboarded clients or resolved complex issues in the past.
Showcase Relevant Skills: Highlight skills that are crucial for the role, such as problem-solving, relationship management, and the ability to work under pressure. Use concrete examples to demonstrate these skills in action.
Research Foodhub: Familiarise yourself with Foodhub's services and technology stack. Understanding their solutions will help you articulate how you can contribute to their goals and enhance the customer experience.
How to prepare for a job interview at FOODHUB
✨Know the Company Inside Out
Before your interview, make sure you research Foodhub thoroughly. Understand their tech stack, the services they offer, and their client base. This knowledge will help you demonstrate your genuine interest in the company and how you can contribute to their success.
✨Showcase Your Communication Skills
As a Customer Success Manager, excellent communication is key. Prepare examples of how you've effectively communicated with clients in the past, resolved issues, and delivered exceptional customer experiences. This will highlight your suitability for the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle client relationships. Think of specific scenarios from your previous roles where you successfully managed client expectations or resolved conflicts, and be ready to discuss them.
✨Demonstrate Your SaaS Experience
Since experience in a SaaS environment is crucial for this role, be prepared to discuss your previous roles in detail. Highlight how you've driven growth for clients and maximised their use of technology, as this will resonate well with the interviewers.
