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Customer Success Manager @ Deliverect in Ghent, Belgium

Deliverect

Ghent, Belgium

To apply for this job please visit jobs.lever.co.

Who are we
Deliverect is in hyper-growth! As a global SaaS Unicorn, our mission is to be the backbone of on-demand food, with over 300 million orders completed globally.
We simplify online order management to help restaurants, cloud kitchens and food chains around the world become faster, smarter, and more connected so that they can serve even more delicious food to their customers. 
With real-time insights, they can easily manage inventory, track revenue growth, automatically update stock, adjust menus globally, and spot new opportunities across platforms.
Who we work with
The most popular and up-and-coming food delivery platforms around the globe, along with your local takeaway restaurants and stores! We also partner with Point Of Sale (POS) Software providers, ensuring we work together in the FoodTech space to deliver a market-leading product.
Our People
Situated within our strategic hubs spanning Europe, North America, South America, Oceania, Asia, and the Middle East, Deliverect is experiencing an exciting phase of rapid expansion on a global scale. Our journey is marked by ambition, a strong sense of ownership, and collective celebrations of success within our tight-knit team. Fueled by profound mutual respect, we consistently foster an environment conducive to continuous learning and personal growth.
Unified by our Values
At Deliverect, our collective journey is steered by a steadfast commitment to empowerment, unity, and innovation. We empower ambitious pursuits by providing the tools needed to conquer challenges, fostering a culture of ownership and collaboration. Our unity is illuminated by respect and empathy, as we engage in open dialogue, celebrate strengths, and create a secure environment for growth. Fuelled by an unwavering dedication to innovation, we encourage imaginative ideas and nurture inventive thinking through transparent communication and a relentless pursuit of learning. These values drive us forward, shaping our path as we continue to make a meaningful impact.
Team 
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.
Your Expertise
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 APAC 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.
– 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.
Core Competencies
– 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.

What we offer
– Fast-growing SaaS scale-up that’s been named “unicorn”
– Learning budget and pathways
– Paternity / Maternity policies
– Enhanced holiday or vacation entitlement
– We offer flexibility around working hours, locations and office days
– Diverse international team; regular company and team events
– Transparency and visibility on company vision, strategy, roadmap and progress
– Constant innovation on products, with weekly releases, constant new features and incremental optimisations
– The opportunity to be a part of solving some of the biggest challenges facing the global food tech industry
Equal Opportunities 
Deliverect is dedicated to fostering an inclusive and diverse workplace where all individuals are treated with respect and provided equal employment opportunities. To achieve this, we are dedicated to continuously improving our practices to ensure equal opportunity and fairness for all employees. We actively seek applications from individuals who may be underrepresented in the industry, including but not limited to women, racial and ethnic minorities, individuals with disabilities, and members of the LGBTQ+ community. We believe that embracing a wide range of backgrounds, experiences, and perspectives strengthens our company and drives innovation.
Rights to Work 
Please note, internal and external applicants must have the legal right to live and work in the country where the role is located in order to be considered. Proof of eligibility may be required during the recruitment process. While we value the contributions of individuals from various backgrounds, it’s important to note that we are unable to provide financial support for relocation or travel assistance at this time.
If you require any assistance or support during our recruitment process, or an accommodation due to a disability, please don’t hesitate to contact us at talent@deliverect.com.

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