Overview:
We are seeking a dynamic and experienced Customer Success Manager with a strong understanding of Information Technology (IT) to join our team. The ideal candidate will have a minimum of 5 years of total professional experience, with at least 2 years in a similar customer support position. While prior experience in the Food & Beverage (F&B) industry is not required, it is considered a strong asset.
Responsibilities:
1. Customer Relationship Management:
- Develop and maintain strong, trusting relationships with clients, serving as their primary point of contact.
- Proactively engage with customers to understand their needs, address concerns, and provide solutions to enhance their experience with our products/services.
- Regularly communicate with clients to gather feedback, assess satisfaction levels, and identify opportunities for upselling or cross-selling.
2. Onboarding, Setup, and Training:
- Lead the onboarding process for new clients, coordinating setup and implementation of our digital solutions.
- Work closely with designated contacts assigned by the client to ensure smooth integration of our technology into their operations.
- Provide comprehensive training sessions to designated contacts on how to effectively utilize our software or technology solutions to achieve their business objectives.
3. Technical Expertise:
- Utilize your IT background to understand the technical aspects of our products/services and effectively communicate them to clients.
- Troubleshoot level 1 technical issues reported by clients and work closely with our technical support team to resolve them in a timely manner.
- Stay updated on industry trends and advancements in technology to better assist clients in optimizing their operations.
4. Customer Success Strategy:
- Collaborate with cross-functional teams, including Sales, Marketing, and Product Development, to develop and implement customer success strategies tailored to the industry.
- Analyze customer data and feedback to identify trends, opportunities, and areas for improvement in our products/services.
- Recommend enhancements or new features based on customer insights to drive continuous improvement.

Requirements:
- Bachelor’s degree in Business Administration, Information Technology, or a related field.
- Minimum of 5 years of total professional experience, with at least 2 years in a similar customer support position.
- Strong understanding of Information Technology, with experience in software applications, CRM systems, and other relevant technology.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- A customer-centric mindset with a passion for delivering exceptional service and driving customer satisfaction.
- Familiarity with CRM software (e.g., Salesforce, HubSpot) and proficiency in Microsoft Office Suite.
- F&B industry experience is a strong plus.

If you meet the qualifications and are excited about the opportunity to make a meaningful impact in the industry while leveraging your IT expertise, we encourage you to apply and join our team!