Customer Success Executive

1 week ago

Singapore GOURMETZ PTE. LTD. Full time

**Job Description**:
**Essential Job Functions | 50%**
- Make strategic outbound calls to current customers to drive adoption, business value and client satisfaction with the ultimate goal of up-sell, cross-sell and subscription renewal.
- Engage with customers daily on their order queries and gathering feedback to ensure they are satisfied with the product services they receive and to improve upon areas of dissatisfaction.
- Execute scheduled demand generation initiatives across all customer segments, to bolster customer satisfaction and retention.
- Achieve and exceed sales targets monthly and quarterly on renewals, up-sells and other related KPI’s.

**Customer Engagement | 30%**
- Provide order support to customers with the goal to keep customers satisfied with the business’s products via our various customer support channels - Zendesk (or similar Customer Support platforms), Social Media, WhatsApp and Gourmetz Rewards App
- Showcase customer engagement skills accordingly to overcome objections and retain customers; identify solutions to issues and concerns.
- Support and guide existing customers through the sales process - both subscription renewal and upsell within subscription period, and explain the continued value proposition and benefit for business success.
- Focus on adding value to our community of institutional customers and reducing churn through various customer engagement and experience initiatives on company’s various digital platforms.

**Cross Functional Taskings | 20%**
- Engaging closely with kitchen and logistics team daily, to facilitate customer feedback, in the pursuit of excellent results and flawless execution.
- Collaborate closely with marketing teams in the pursuit of excellent results and flawless execution of integrated demand generation programs.
- Keep up with product & service development in collaboration with culinary and marketing teams, in order to bolster new menu offerings quarterly.

**Qualifications**
- Minimum 12 - 36 months of sales / account management experience in a B2B environment and / or leisure-hospitality-restaurant industry. A passion and knowledge for the world of institutional catering is also highly desirable.
- Ability to work in a fast-paced, high-performance environment with a hands-on approach and demonstrated ability to multi-task and think creatively.
- Strong organizational skills, with the ability to work independently to meet an individual sales quota.
- Excellent sales, negotiation, customer service, nurturing, educating and communications skills.
- Working knowledge of Microsoft Office: PowerPoint, Excel, and Word
- Meticulous, independent and efficient in handling customer support enquiries and day to day operations.

**Bonus points For**:

- Having prior experience or possessing a good understanding of Singapore’s preschool and eldercare products and service market
- Having experience with digital marketing within a B2B environment. (Google AdSense, LinkedIn, ) would be highly beneficial.

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