- Develop an extensive understanding of the Momos software, including its features, functionalities, and setup processes.
- Stay informed about new updates, changes, and releases, and effectively communicate technical information to clients.
- Act as the primary point of contact for clients, delivering timely and effective support through various channels (email, chat, and phone).
- Address how-to questions and guide clients in navigating different tools within Momos, occasionally through virtual calls.
- Conduct thorough investigations and troubleshooting to resolve client issues promptly.
- Escalate complex cases to the appropriate internal teams when necessary for efficient issue resolution.
- Provide comprehensive support and guidance to users across our customer base, ensuring a positive and consultative customer experience.
- Demonstrate composure, resilience, and flexibility as customer needs evolve and case volumes fluctuate.
- Communicate thoughtful, customized solutions that empower customers to progress and enhance their businesses.
- Collaborate effectively with internal teams such as Customer Success, Account Managers, and Sales to identify opportunities for clients to leverage more of our platform or services.
- 3-5 years of proven Customer Success experience, preferably in B2B Software companies.
- Strong aptitude for creative problem-solving and a track record of tackling challenging scenarios.
- Proactive mindset, eager to learn, and committed to continuous professional development.
- Thrives in a dynamic environment, quickly adapting to changing priorities and customer needs.
- Passionate about working with customers, dedicated to exceeding their goals.
- Excellent interpersonal skills, maintaining a positive demeanor and outstanding communication abilities.
- Collaborates effectively with cross-functional teams to drive positive outcomes for clients.
- Demonstrates strategic thinking in identifying opportunities for account growth and ensuring long-term customer success.
- Malaysia/Philippines
- Private Health Insurance
- Paid Time Off
- Mission-driven and fast-paced, entrepreneurial environment.
- A collaborative and flat company culture.
- Comprehensive private health insurance.
- Discretionary trips to our offices across the globe, with global travel medical insurance (when it's safe to travel).
- Cross-cultural team bonding/networking.
- Love Food? Join our Team
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Senior Customer Success Manager - Taiping, Malaysia - Momos
Description
Overview
Momos is a rapidly growing company with its headquarters in Singapore and the United States. As part of our company's growth strategy, we are actively expanding our operations in the APAC region. Our main mission is to lead the digital transformation of the Food and Beverage (F&B) industry by offering a comprehensive Customer Retention Platform for Restaurants worldwide. By leveraging data from various channels such as food delivery, social media, and discovery platforms, we empower restaurants to maximise their business potential and achieve growth.
At Momos, our core principle is putting restaurants at the forefront of everything we do. Since day one, we have embedded the valuable feedback and input from our restaurant partners into our company culture and product design. This collaborative approach has been instrumental in creating a solution that truly meets the needs of the F&B industry. Today, we are proud to be trusted by over 2000 restaurants 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.
The Role:
Momos is seeking a highly motivated and experienced Senior Customer Success Manager to join our dynamic Customer Success team. As a Senior Customer Success Manager, you will play a key role in ensuring our clients receive exceptional support and guidance. Your responsibilities will encompass deepening your understanding of Momos software, serving as the primary point of contact for clients, and providing strategic solutions to foster their business growth.
Primary Roles & Responsibilities:
1. In-Depth Product Knowledge:
2. Client Interaction:
3. Issue Resolution:
4. User Support & Guidance:
5. Adaptability and Resilience:
Additional Responsibilities:
Requirements
Location:
Benefits
Benefits
Cultural Values
Equal Opportunity
Momos is an equal opportunity workplace where we embrace diversity and different cultures. We started as an international Company, and know that building an organization with different experiences, thoughts and opinions allows our team to grow and excel.
