Customer Success Associate, Smart City Kitchens

Who we are

At Smart City Kitchens, we're dedicated to creating commercial kitchens designed specifically for food delivery. We present a low-risk, minimal upfront investment, and substantial potential for growth, providing a golden opportunity for small to medium-sized F&B operators to initiate and expand their culinary ventures, be it a restaurant or a flourishing food delivery enterprise, while simultaneously collaborating with enterprises to transform their restaurant businesses into more integral parts of everyday life through our innovative cloud kitchens model.

What you’ll do

• Provide new customers with a seamless onboarding experience.
• Understand client goals and provide tailored support toward their kitchens’ go-live plan.
• Develop deep relationships with customers through regular, proactive check-in on their business health level and development plan.
• Serve as the primary point of contact for your accounts. Responsible for the inbound inquiries and work with internal stakeholders to provide answers and solutions.
• Manage escalations efficiently while maintaining a high level of customer satisfaction.
• Act as the customer’s advocate internally. Surface issues to internal teams to ensure our customers’ feedback is represented and solutions are prioritized.
• Ensure customers are paying their invoices on-time and engage proper stakeholders when late payment needs to be escalated; support as necessary.
• Strive for contract renewals and increase customer lifetime value with us.
• Collaborate with the sales team to uncover upsell/cross-sell opportunities.
• Drive customer value-added projects, from ideation to execution, and with the best possible outcome for our customers and business.
• Communicate new initiatives launched by Smart City Kitchens to customers, and obtain buy-ins and sign-ups.

What we’re looking for

• 1-3 years of experience in Customer Success, Account Management, or related roles in a F&B or real estate environment.
• Conversational Chinese is highly preferred.
• First principle thinking and ability to use data to drive decisions.
• Result-driven approach and problem-solving skills.
• Strong interpersonal, presentation and communication skills.
• High emotional intelligence and a customer-centric mindset.
• Positivity and resilience, with experience managing SME accounts.
• Knowledge of Singapore F&B industry.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow, and achieve your goals, and you’ll work closely with other teams to ensure our customers’ success.
• Pioneer position: This role will shape the workplace policies and practices of a hyper-growth startup that presents unique employment experiences.

What else you need to know

This is an on-site role based in our Singapore office location. We believe that people do their best work when they are together. As a company, we’re in the marketplace of ideas and innovation. When you’re constantly innovating, changing how an industry works, inventing new products and processes - and we are doing all these things - we believe we’re better as a team in person. That’s why all of our teams are now working from one of our office locations 5 days a week. Looking forward to sharing more about a Career of Substance at Smart City Kitchens

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