Job Requirements
3 - 5 years of experience
Skills
Job description for Customer Success at Inline Apps
About inline
inline is a software startup focused on maximizing restaurant efficiency managing tables and reservations. We have thousands of restaurants including leading chain brands, Michelin-starred restaurants, shopping malls, and busy brick-and-mortar restaurants. We also partner with food-tech platforms, social apps, and various media services to grow the exposure and business for inline restaurant customers. Our team is launching and exploring more global opportunities in key cities, including Tokyo, Osaka, Hong Kong, Taiwan, Kuala Lumpur, Vancouver, Melbourne, Sydney and the cities in the US. For people with solid professional skills and talent, who are highly motivated to expand their career and learn in a fast, flexible environment, we have several opportunities to build the business with our team and write the legend with inline for the next thousand partners at a rapid pace.
We're looking for an aggressive, high-energy, and result-driven customer success manager, who enjoys challenges and growth in a fast-moving environment. As Sustomer Success Manager, you will work closely with restaurant partners, the customer support team, revenue ops, product, sales, marketing, and operations to manage and optimize restaurant relationships and provide maximum value for both inline and its clients.
What you'll do
- Regular communication with partner restaurants. Activate set of services (TMS, food ordering, key integration partnerships rollout, and other addons) to revenue growth;
- Meet or exceed goals for account retention rate, satisfaction, and adaption; develop churn indicators, plan and execute rescue strategy, and revamp account care flow
- You will create long-term relationships with the most important client in your area, ultimately maximizing their operations, engagement, and satisfaction. You'll be a key influence in their operation business
- Develop positive relationships with a portfolio of existing key clients, providing: support during initial product implementation, recommendations and advice around best practices, support during new product/feature launches, and help to resolve product-related issues or concerns.
- Utilize data-driven decision-making to understand the performance of initiatives to prioritize those with the highest return on investment effectively
- Work closely with internal teams, both National, Regional, and Global, to solve problems and ensure that feedback received improves inline product and operations
- Onboarding restaurants and retraining when needed and make sure the restaurants are using inline to their daily operations.
- Act as an ambassador of inline mission, brand, and product
Basic Qualifications
- [MUST] - Native in English and Fluent in Mandarin
- Minimally 3 years of proven experience in B2B sales, account management, strategy, operations, and startup or related experience
- Preferably knowledge/worked in a SaaS F&B industry
- Get your hands dirty - Be proactive. This role will require fast thinking on your feet and moving swiftly through fire drilling situations. Desire to work with restaurants and build a strategic partnership.
- Problem-solving skills: when you see a problem, you work hard and think out of the box until you fix it
- Outstanding communication and interpersonal skills, with the ability to persuasively communicate recommendations and effectively champion customer needs
- Great collaborator and someone who proactively partners across teams while holding them accountable for business results
- Strong communication skills; ability to distill complex data sets into simple and digestible takeaways for senior leaders and managers
- Strong Excel and data management skills