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Customer Success Manager

Deliverect

Deliverect

Administration
Toronto, ON, Canada
Posted on Tuesday, June 11, 2024
Deliverect
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.
Omnichannel Innovation
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.
Unlocking Benefits
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.
Department Focus
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.
Reason for the role
The exciting role of the Customer Success Manager (CSM) is to be a strategic and supportive partner for our restaurant, dark kitchen and grocery customers at every stage of their relationship with us. This role focuses on building loyalty with and success for our customers via our product, ensuring long-term retention by presenting product information, addressing customer queries and working closely with Growth Account Managers to identify upsells and facilitate contract renewals. Eager to work directly with our customers, the ideal candidate will have the ability to learn and grasp new software applications, communicate via phone and email with customers and create strategies that grow our customer base. A natural presenter, you will be leading special projects that increase revenue and minimize churn rates.

A Typical Day:

  • Design and execute clear client retention goals, showing the value of the Deliverect product to their business.
  • Monitor client milestones for software implementation, from setup to feature navigation, you will be the subject-matter expert for our customers.
  • Using data and insights, you will show our customers how Deliverect has improved the profitability and efficiency of their business.
  • Appropriately identifying upsells of new features and products we offer, by understanding our client's needs throughout the mutually beneficial relationship.
  • Adding personal touches to each client and creating memorable touchpoints with the Deliverect brand.
  • Develop presentations and educational materials to effectively show customers the value of Deliverect and report to internal departments the activities of your department.
  • Review customer complaints and concerns and constantly seek to improve the customer experience.
  • Manage relationships with the customer and internal teams, helping with renewals and contract negotiations.

Your Expertise:

  • Experience as a Customer Success Manager (B2B and B2C) or Account Manager role with a SaaS company.
  • Ideally, knowledge of Planhat (CSP), Hubspot (CRM), Google Suite, Slack, and Zoom.
  • Ability to communicate and foster positive business relationships via phone, email and video call.
  • Technically savvy, ability to grasp new technical concepts, making them understandable for busy business owners and decision-makers.
  • Accountable, organized, and able to work independently as well as contribute to the greater team.
  • Experience in managing multiple tasks, problem-solving and a positive approach to challenges.
  • Relevant educational experience along with experience in SaaS sales.
  • Experience with POS systems is an asset
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 talent@deliverect.com. Join Deliverect, a workplace where culture meets career advancement.