Customer Success Manager
Toronto, ON, Canada
Posted on Thursday, October 26, 2023
As a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Developing in their professional careers, all the while being a part of something larger than themselves.
Our omnichannel solution serves as the driving force behind order management for fast-paced operations, providing seamless experiences for businesses and their customers. With real-time insights and analytics, our versatile and adaptable solution caters to businesses of all sizes in the hospitality and Q-commerce industry, spanning restaurants, delivery services, grocery stores, and more. With Deliverect, businesses don't just survive; they thrive in an ever-changing global landscape.
Our meticulously crafted solutions provide a multitude of benefits:
Growing Sales: Acting as a catalyst, we propel businesses to expand their customer base, accelerating order processing and improving order delivery times.
Optimised Operations: As specialists in fine-tuning business operations, we elevate overall efficiency while concurrently reducing operational costs.
Elevated Customer Satisfaction: Deliverect supports businesses in offering customers faster delivery times and a seamless ordering experience, ensuring unparalleled customer satisfaction.
Dynamic Team and Values
Embarking on our global expansion journey across strategic hubs in Europe, North America, South America, Oceania, Asia, and the Middle East, Deliverect is fuelled by ambition and mutual respect. Our tight-knit team thrives on continuous enhancements and personal growth.
Guided by unwavering values of ownership, collaboration, and learning, we provide individuals with an environment to conquer challenges and build determination. Our culture is deeply rooted in our growth story, originating from our Belgian startup roots. From our humble beginnings, we defied all odds in unity, transforming into a global force in the tech industry. We leave a positive impact on our customers and the individuals we serve, creating a lasting legacy in our collective journey.
Meet the Growth team at Deliverect—a squad of highly motivated and seasoned professionals laser-focused on propelling our customers to new heights. We grasp the ever-changing landscape of business needs and take a proactive approach, reaching out to our customers to provide the help and support they need. Think of us as your growth partners, dedicated to ensuring that every business maximises the potential of our platform's features and functionality.
Understanding that each of our customers has distinct needs, goals, and ambitions, we offer a suite of products tailored to help them reach their unique milestones. Our commitment goes beyond the transactional; we're here to build long-term relationships. See us collaborating with our customers, uncovering growth opportunities, and co-creating innovative strategies that set the stage for their success.
At Deliverect, we don't just talk about growth—we embody it. Our Growth team is the dynamic force behind businesses flourishing in today's ever-evolving landscape, proving that success is not just a destination but a journey we navigate together.
As a Customer Success Manager at Deliverect, your mission is to be the strategic linchpin that ensures the success and satisfaction of our restaurant, dark kitchen, and grocery customers. This role plays a vital part in delivering on Deliverect's broader vision by fostering customer loyalty, driving long-term retention, and fueling revenue growth through seamless collaboration with our Growth Account Managers.
A Typical Day
- Client Retention Strategy: Develop and execute clear client retention goals, showcasing the value of the Deliverect product to clients.
- Milestone Monitoring: Monitor and guide clients through software implementation milestones, serving as the subject-matter expert for our customers.
- Data-Driven Insights: Utilize data and insights to demonstrate how Deliverect has enhanced the profitability and efficiency of client businesses.
- Upsell Identification: Identify opportunities for upsells by understanding and addressing client needs throughout the relationship.
- Personalized Engagement: Craft personal and memorable touchpoints with clients, enhancing their relationship with the Deliverect brand.
- Educational Material Development: Create presentations and educational materials to effectively convey the value of Deliverect to clients and report on departmental activities internally.
- Feedback and Improvement: Review and address customer complaints and concerns while constantly seeking to enhance the customer experience.
- Relationship Management: Manage relationships with clients and internal teams, assisting with renewals and contract negotiations.
Collaboration and Interaction: This role involves regular collaboration with both internal colleagues and clients. Interact with clients via phone, email, and video calls to foster positive business relationships. Work closely with Growth Account Managers and other internal teams to ensure a seamless customer experience.
Driving Innovation and Growth: Your contribution lies in promoting innovation and driving growth within your domain. By identifying and capitalizing on upsell opportunities, you play a significant role in advancing Deliverect's position in the market.
Global and Regional Impact: While this role primarily focuses on the NOAM region, its actions have a global ripple effect. Your efforts influence Deliverect's presence and success on both regional and global scales.
Required Skills and Qualifications
- Experience as a Customer Success Manager or Account Manager in a SaaS company.
- Fluent English and SPANISH language skills
- Familiarity with Planhat (CSP), Hubspot (CRM), Google Suite, Slack, and Zoom is advantageous.
- Proficiency in communication via phone, email, and video calls.
- Technological acumen, with the ability to simplify complex concepts for busy decision-makers.
- Accountability, organization, and the capacity for both independent work and team collaboration.
- A track record of managing multiple tasks, effective problem-solving, and maintaining a positive approach to challenges.
- A relevant educational background along with experience in SaaS sales.
- Experience with POS systems is considered a valuable asset.
- Market Insight: Stay updated on industry trends and market dynamics to identify growth opportunities.
- Data-Driven Decision-Making: Utilize data analysis to make informed decisions and track the success of growth initiatives.
- Sales and Marketing Alignment: Collaborate effectively with sales and marketing teams to drive revenue growth.
- Innovative Thinking: Foster a culture of innovation to develop new products, services, or market strategies.
Join Deliverect: Where You Shape Tomorrow's Success
At Deliverect, we're not just seeking team members; we're on the lookout for dynamic individuals who thrive in a fast-paced SaaS environment. We are fueled by perceptive, ambitious, and determined professionals who embrace challenges and turn them into opportunities for innovation.
What We Bring to the Table:
Unicorn Status: Join a fast-growing SaaS unicorn at the forefront of the order management industry.
Learning Opportunities: We invest in your growth with a dedicated learning budget and clear learning pathways.
Inclusive Policies: Our paternity/maternity policies, enhanced vacation entitlement, and working arrangements reflect our commitment to your success.
Diverse Team: Become part of an international team that values diversity, fostering a culture of transparency and visibility.
A Peek into Life at Deliverect:
Performance-Driven Freedom: Your contributions speak louder than the clock. Achieve flexibility by focusing on what matters—delivering impactful results. Your autonomy in choosing how you achieve success is recognised and celebrated.
Innovation Hub: Immerse yourself in a culture of constant innovation, where weekly releases and new features keep our products at the forefront.
Big Challenges, Bigger Solutions: Be part of a mission to solve some of the global tech industry's most significant challenges.
Equal Opportunities at Deliverect:
We're committed to creating an inclusive and diverse workplace. We actively encourage applications from underrepresented individuals, fostering a workplace where everyone is treated with respect and provided equal opportunities to thrive.
Rights to Work:
While we welcome diverse backgrounds, it's crucial to note that applicants must have the legal right to work in the country of the role. Though we value contributions from various backgrounds, we currently can't offer financial support for relocation or travel assistance.
Supporting Your Journey:
If you need assistance or support during our recruitment process or require accommodations due to a disability, reach out to us at firstname.lastname@example.org. Join Deliverect, a workplace where culture meets career advancement.