وصف الوظيفة
Role Overview
Merchant Success Specialist at Foodics, a leading restaurant management ecosystem and payment tech provider headquartered in Riyadh with offices across 5 countries.
Company Overview
Foodics is a rapidly evolving SaaS company founded in 2014, serving customers and partners in over 35 countries worldwide. The company has processed over 6 billion orders and has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA. The organization comprises a talented team of over 30 nationalities working across 14 countries.
Role Purpose
Ensure a smooth customer journey from contract signature through full utilization of Foodics payment products, including Foodics Pay, CDS, and Foodics One. This involves analyzing new deals, facilitating onboarding, fast-tracking installation, and monitoring customer utilization to drive adoption and prevent churn.
Key Responsibilities
Onboarding & Registration
- Register all signed contracts in all systems within 24 hours.
- Follow up with stakeholders to ensure fast registration across platforms.
- Facilitate merchant onboarding and accelerate installation timelines.
Installation & Implementation
- Ensure accurate implementation of Pay installation SLA with both external and internal vendors.
- Track and monitor the installation process end-to-end.
Customer Support & Education
- Conduct quick calls after merchant go-live to identify training needs and provide support.
- Educate merchants about new releases, features, and offers as a communication channel.
- Develop full understanding of the reconciliation cycle to answer merchant questions.
- Provide training and clarification on complex payment operations.
Utilization & Retention
- Monitor newly installed devices regularly to ensure continued merchant engagement.
- Conduct calls and messages to ensure merchants continue to enjoy services.
- Perform three-month monitoring and communication with zero complaint targets.
- Receive daily reports of potential churn and take proactive action to prevent it.
- Identify and stop churn before it occurs.
Process Improvement
- Identify opportunities to improve any part of the full Pay cycle.
- Collaborate with other teams to implement process improvements.
Qualifications & Experience
- Previous experience working in payment operations is preferred.
- Strong analytical skills with ability to identify trends and patterns.
- Proactive problem-solving mindset.
- Knowledge and understanding of the fintech and payment industry is advantageous.
- Familiarity with the Food & Beverage industry is advantageous.
- Good understanding of payment regulations and local regulatory requirements to ensure compliance with industry standards is advantageous.
Skills & Competencies
- Proficiency in Microsoft Excel and other data analysis tools.
- Strong technical skills.
- Strong communication skills for interaction with finance, engineering, customer support teams, and third-party service providers.
- Ability to identify issues and develop effective solutions.
- Arabic language proficiency.
Additional Information
- Willingness to relocate to Riyadh office required.
- Role involves high volume of calls.
- Highly competitive compensation packages, including bonuses and potential for shares.
- Inclusive and diverse culture that encourages innovation and flexibility in offices.
- Regular training and annual learning stipend for personal development and career growth.
- Autonomy, mentoring, and challenging goals provided.