Customer Success Manager

About SmartQ

SmartQ is redefining how the world experiences food. As a next-generation food-tech innovator, we solve real operational challenges through empathy-led insights and powerful technology. Our mission is clear: to elevate everyday dining into a seamless and meaningful experience.

In the last decade, we've transformed cafeteria and food operations across industries with scalable, cutting-edge solutions. Operating in 14 countries and backed by Compass Group- a $60B global foodservice leader SmartQ continues to push the boundaries of what modern food-tech can achieve.

Since our inception in 2015, we've become a trusted partner for corporates, hospitals, universities, and food courts worldwide. With a bold vision to become the world's largest B2B food-tech company, we connect people through exceptional food experiences powered by advanced technology. Today, we proudly serve 400+ global clients, including leaders like Google, HSBC, Amazon, and Wells Fargo.

At the heart of SmartQ is a culture shaped by four core pillars: Great People | Great Food | Great Experience | Greater Good These values inspire collaboration, innovation, humility, and a relentless pursuit of excellence.

To dive deeper into what drives us, explore our cultural pillars on the SmartQ LinkedIn Life page. It offers an authentic glimpse into the journey you could be part of: https://www.linkedin.com/company/smartq-bottlelabs/life/cdc290f8-ff81-4e7f-9c96-37d842f936c4/viewAsMember=true

Key Responsibilities:

• Client Relationship Management: Build and maintain strong relationships with technical clients, understanding their needs, objectives, and technical requirements.
• Technical Expertise: Possess in-depth knowledge of the company's products, services, and technology solutions to effectively address client concerns and provide guidance.
• Technical Support: Offer technical guidance and assistance to clients, helping them overcome technical challenges and optimize their use of products or services.
• Onboarding and Training: Lead clients through the onboarding process, ensuring they understand how to effectively use the technology, providing training sessions, and assisting with integrations.
• Product Feedback: Gather feedback from clients about product or service functionality and performance to relay it to the development and product teams for improvement.
• Account Planning: Collaborate with sales and product teams to create account plans and strategies for clients long-term success and growth.
• Issue Resolution: Address and resolve technical issues and escalate them as needed, maintaining clear communication with clients.
• Renewals and Upselling: Work on renewing client contracts and identifying opportunities for upselling additional products or services.
• Data Analysis: Analyse client data to identify trends, potential issues, or areas for improvement, and provide data-driven recommendations.
• Documentation: Maintain records and documentation of client interactions, issues, and resolutions.

Key Competencies:

• Customer-focused mindset. Ability to multitask and manage multiple client relationships simultaneously.
• Exceptional relationship-building skills. Problem-solving and critical thinking.
• Strong communication and presentation skills. Analytical and data driven.

Qualifications:

• Bachelor's degree in a relevant field (business, marketing, or a related discipline).
• Proven 4+ years of experience in customer success or account management.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to understand and communicate technical information.
• Proficiency in understanding product and software and customer support process.
• Results-oriented and dedicated to achieving customer satisfaction and retention.

Message from CEO:

We've come to realize that we're not merely in the B2B Food service industry; we're in the business of Capturing Hearts. We find ourselves in a unique position to turn ordinary, mundane corporate cafeterias into places of pure delight, where individuals can freely express themselves, find inspiration, and share happiness. Such a profound transformation opportunity is a rare gift, where the purpose of our enterprise transcends the ordinary. If this vision resonates with you, we invite you to join us in our mission to spread joy and happiness in a world weighed down by stress and pressure. Together, let's play our part in making this world a more beautiful place.