Customer Success Manager

5 hours ago

Remote, Singapore OrderEZ Full time

Born from understanding, driven by experience.
Having spent 20 years in the F&B industry, we at OrderEZ have a comprehensive understanding of how things work in the space, and as a result, have developed an understanding of where improvements are most needed. It is this understanding that drives the desire to improve the overall F&B experience, and inspired the creation of OrderEZ itself.

OrderEZ is a suite of tools built for the operations of the food and beverage industry. We’ve tailored three tools for the industry (1) our procurement platform for cafes, bars, and restaurants, (2) our supplier tool, which provides inventory-aware sales, CRM and order management, and our (3) warehouse management solution which is robust enough for third-party logistics providers but simple enough for the owner-operator.

The Role
In this role you will support the client life cycle from sales and marketing through onboarding and onto engaged user. You will primarily own the onboarding experience and secondarily work with marketing and sales to help us build and execute a scalable success system that can manage 10x our current size. You’ll own client satisfaction, helping educate clients on how OrderEZ can help, as well as working through challenges when it can’t.

**The role will require you to**:

- Own the onboarding of new customers from first touch through to retention
- Serve as “boots on the ground” product expert and evangelist, from assisting sales efforts on demos to owning internal product training.
- Build and maintain business relationships with customers and relevant associated clientele/vendors to ensure OrderEZ fits their workflows and greater business needs
- Write engaging content that is informative, concise, and memorable to drive home how to use the product to its full potential
- Encourage product adoption through identification of pain-points and development of mitigation measures (direct outreach, group trainings, educational collateral, etc.)
- Identify and communicate where the product can improve, understanding and advocating for use cases and product adjustments to make OrderEZ work better for our clients.
- Support the sales and marketing teams across a wide swathe of business needs with a “how can I help” mentality
- Act with an owner’s mentality staying aware of and acting on opportunities
- Be flexible in your thinking and action
- Defend your key priorities - even in the face of competing requests
- Speak your mind and share ideas
- Live and breathe change management
- Operate effectively in a remote work environment
- Engage your inner empathy in dealing with people struggling through technology adoption
- View the product with “fresh eyes” so that new users feel encouraged and engaged not intimidated

We pride ourselves on being a forward-thinking team that is always looking for the next win We strive to create a great remote work environment and to ensure you have the tools necessary to succeed. Should you join us over at OrderEZ you will be supported and given the chance to take on bigger and bigger thingsYou’ll just have to work hard and go after them.

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