Customer Success Specialist
2 months ago
The RoleAs the Customer Success Specialist, you'll be at the forefront of providing support to our partner restaurants. This is a role that involves a..
The Role
As the Customer Success Specialist, you'll be at the forefront of providing support to our partner restaurants. This is a role that involves a high volume of inbound and outbound communication with our partner base. To ensure we deliver exceptional support throughout the various stages of the partner lifecycle, our team operates as three focussed verticals:
Onboarding: responsible for guiding newly acquired partners through their first three months with Quandoo
Partner Support: our frontline team handling all incoming communication channels - phone, chat and email
Growth & Retention: nurtures the partner base post-onboarding with proactive, regular outreach
Your initial placement in one of the verticals will be based on your experience and the needs of the business. Inline with our commitment to personal development, you will have the opportunity to gain experience from other verticals to become an all-round customer success expert.
The Responsibilities:
Provide a high-level of support to our partners restaurants
Understand the partner lifecycle and how the three verticals work together
Work closely with the wider Customer Success team to ensure goals are being met across our partner base in the APAC region
Become a trusted advisor to our partner restaurants by helping them gain the most out of our platform and reach optimum value
Maintain an expert level understanding of our product and service to clearly communicate the value
Have a commercially minded approach to nurturing our partner base
Proactively engage with partners to mitigate churn risk through early assessment of their use of the Quandoo service and product
Be the voice of our partners to provide internal feedback on how we can improve
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