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Enterprise Customer Success Manager

Deliverect

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Customer Service, Sales & Business Development

Sydney, NSW, Australia

Posted on Aug 1, 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.

Your Impact

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.

A Typical Day

Develop and execute strategies to foster long-term customer relationships, including renewal management and expansion opportunities.
Monitor customer usage, proactively engage with customers, and guide them through implementation and success milestones.
Leverage data and insights to demonstrate the value Deliverect brings to customers and identify upsell opportunities.
Build strong relationships with key stakeholders across multiple departments within your assigned accounts.
Work closely with Enterprise Account Managers, Product, Support, and Marketing teams to ensure a seamless customer experience.
Review and address customer concerns, seeking opportunities to enhance the customer experience and product offerings.

Your Expertise

Proven Customer Success Experience with a minimum of 5+ years in a customer-facing role, ideally within the SaaS industry.
Understanding of the restaurant, foodservice, or retail industry, with a focus on enterprise-level operations.
Relationship Building demonstrating a strong interpersonal skills and the ability to build trust and rapport with customers at all levels.
Proficiency in data analysis tools to measure customer health and identify opportunities for improvement.
Excellent written and verbal communication skills to effectively convey complex information to both technical and non-technical audiences.
Ability to analyse complex customer issues and develop effective solutions.
Experience managing multiple projects simultaneously and meeting deadlines.
Utilise Planhat to track customer interactions, gather feedback, and measure performance.
Leverage HubSpot to manage customer data, automate tasks, and optimise marketing efforts.
Familiarity with Google Suite, Zoom, and other relevant tools for communication and collaboration.

Additional Information

This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our Sydney office location and 2 days of remote work.
Fluency in English is required, with strong written and verbal communication skills being essential. Fluency in Spanish is a plus.
In addition to the specific requirements outlined, candidates should thrive in a fast-paced, competitive environment, demonstrate high motivation, independence, and teamwork, and be committed to achieving common goals within the organisation.

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.