Job Description
About us
Momos is a rapidly growing company headquartered in Singapore and San Diego. Our mission is to help food and beverage, retail, and other multi-location businesses drive their entire customer lifecycle, all powered by AI.
At Momos, our core principle is putting our customers at the forefront of everything we do. Since day one, we have embedded valuable feedback and input from our partners into our company culture and product. This collaborative approach has been instrumental in creating a solution that truly meets the needs of our customers. Today, we are proud to be trusted by over 5,000 businesses globally. If you have a passion for food and want to work for a mission-driven company that is actively shaping the future of the F&B industry, we would be thrilled to have you join our team.
Role Overview:
We are seeking a highly motivated and experienced Customer Success Manager to join our dynamic team. In this role, you will be responsible for ensuring our clients receive exceptional support and guidance, driving product adoption, and fostering long-term relationships. Your goal will be to help our clients achieve their business objectives and maximize the value they derive from our solutions.
Key Responsibilities:
Client Interaction:
- Act as the primary point of contact for clients, delivering timely and effective support through various channels (email, chat, and phone).
- Conduct regular check-in meetings, business reviews, and training sessions to ensure alignment, address concerns, and drive adoption and satisfaction.
Product Knowledge:
- Develop an extensive understanding of our software, including its features, functionalities, and setup processes.
- Stay informed about new updates, changes, and releases, and effectively communicate technical information to clients.
Issue Resolution:
- Conduct thorough investigations and troubleshooting to resolve client issues promptly.
- Escalate complex cases to the appropriate internal teams when necessary for efficient issue resolution.
User Support & Guidance:
- Provide comprehensive support and guidance to users across our customer base, ensuring a positive and consultative customer experience.
- Develop and execute comprehensive success plans tailored to each client, outlining objectives, milestones, and strategies for achieving desired outcomes.
Customer Advocacy:
- Serve as an advocate for clients within the organization, championing their needs and feedback to drive product enhancements and improvements.
- Identify opportunities for customers to proactively act as advocates (e.g., testimonials, case studies).
Collaboration:
- Collaborate effectively with internal teams such as Sales, Product, Delivery, and Support to ensure seamless implementation, onboarding, and ongoing support for clients.
- Share feedback and information on local trends, including competitor insights, customer needs, sales, product, and marketing information.
