Senior Customer Success Associate
6 days ago
**Job Description:
- Oversee all activities that help customers grow topline sales including new kitchen launch strategy, brand onboarding, marketing strategy, OFO strategy, any other general advice related to growing their deliver-only business
- Communicate any new initiatives launched by CSS to improve orders and ensure licensees sign up to those initiatives e.g. facility brands, 3PL delivery, etc.
- Demonstrate credibility with customers by tailoring guidance to their particular needs and goals
- Surface issues to internal teams (e.g. finance, growth, etc.) to ensure our customers’ feedback is represented and solutions are prioritized
- Identify operational enhancements based on both qualitative feedback received and quantitative data reviewed
- Ensure customers are being paid on time for any payments that must flow through CSS
- Ensure customers are paying their invoices on-time and engage proper stakeholders when late payment needs to be escalated; support as necessary (e.g. preparing a termination letter)
**Job Requirements:
- BA or BS (ideally a quantitative major) with strong data analysis skills and at least 2-5 years of experience in Growth Ops, Customer Success, (data-driven) Account Management, Data / Business Analysis, and / or Management Consulting
- Solid proficiency in Excel / SQL
- A background in F&B, food delivery, hospitality, or tech would help but is not mandatory
- Trusted Leader: highly professional and polished with customer-base, empathetic and authentic, able to be an effective coach and mentor to other team members
- Strategic Mind: Big picture thinking, while staying on top of the details / day-to-day, able to spot commercialisation opportunities that resonate with customers
- Analytical Problem Solver: data-driven, capable of root cause analysis, prioritisation, etc.
- Customer obsession, excited about helping our clients grow their delivery revenue
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