Enterprise Customer Success Manager

<span>At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.</span><br/><b>Your Impact:</b><br/><span>Join the dynamic Growth team at Deliverect, where we empower our customers to reach new heights. As an Enterprise Customer Success Manager, you'll be the strategic anchor ensuring our customers thrive and achieve maximum value from the Deliverect platform. Your role is pivotal in fostering loyalty, driving retention, and fueling revenue growth through seamless collaboration and exceptional support.</span><br/><span>This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our </span><b>Madrid, London or Ghent</b><span> office and 2 days of remote work.</span> <h3>What you will do: </h3> <ul> <li><b>Develop and execute strategies to foster long-term customer relationships (approx. 30%): </b>This includes proactive engagement, understanding evolving business needs, and identifying opportunities for renewal and expansion. </li><li><b>Monitor customer usage and proactively engage with customers (approx. 20%):</b> Guide customers through implementation and success milestones. </li><li><b>Leverage data and insights to demonstrate Deliverect's value and identify upsell opportunities (approx. 5%): </b>This involves using tools like Planhat and HubSpot to track interactions, gather feedback, and identify areas for growth. </li><li><b>Build strong relationships with key stakeholders across multiple departments within your assigned accounts (approx. 10%).</b></li><li><b>Work closely with Enterprise Account Managers, Product, Support, and Marketing teams to ensure a seamless customer experience (approx. 25%).</b></li><li><b>Review and address customer concerns, seeking opportunities to enhance the customer experience and product offerings (approx. 10%): </b></li><br/></ul> <h3>What you will bring:</h3> <ul> <li>Proven customer success experience with a minimum of 3+ years in a customer-facing role, ideally within the B2B SaaS industry.</li><li>Understanding of the restaurant, foodservice, or retail industry, with a focus on enterprise-level operations.</li><li>Strong interpersonal skills and the ability to build trust and rapport with customers at all levels.</li><li>Proficiency in data analysis tools to measure customer health and identify opportunities for improvement.</li><li>Excellent written and verbal communication skills to effectively convey complex information to both technical and non-technical audiences.</li><li>Ability to analyze complex customer issues and develop effective solutions.</li><li>Experience managing multiple projects simultaneously and meeting deadlines.</li><li>An understanding of account management tools like Planhat to track customer interactions, gather feedback, and measure performance.</li><li>Knowledge of HubSpot to manage customer data, automate tasks, and optimize marketing efforts.</li><li>Familiarity with Google Suite, Zoom, and other relevant tools for communication and collaboration.</li><li>Strong motivation, independence, and teamwork, with a commitment to achieving common organizational goals.</li><li>Ability to thrive in a fast-paced, competitive environment.</li></ul><b>Join Our Innovative Journey:</b><br/><span>At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce.</span><br/><b><span>What You'll Gain by Joining Us:</span></b><br/><b><span>Invest in Your Growth-</span></b><span><b> </b>We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.</span><b><span>Solve Meaningful Challenges-</span></b><span><b> </b>Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.</span><span><b>Drive Innovation- </b>Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions.</span><b><span>Collaborate with a Global Team-</span></b><span><b> </b>Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.</span><span><b>Be Part of a Unicorn-</b> Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significan