About the Job
We are currently seeking an aggressive, high-energy, and results-driven Customer Success Manager who thrives on challenges and growth in a fast-moving environment. As a Customer Success Manager at Inline, you will work closely with our restaurant partners, customer support team, revenue operations, product, sales, marketing, and operations teams to optimize restaurant relationships and provide maximum value for both Inline and our clients.
Please note:
- The job requires Japanese language proficiency(written and spoken) because the role involves regular engagement with our Japanese-market clients/partners.
What you will do:
- Maintain regular contact with partner restaurants using excellent communication skills and activate a set of services that drive revenue growth, including TMS, food ordering, key integration partnerships rollout, and other add-ons.
- Demonstrate a proven track record of meeting or exceeding goals for account retention rate, satisfaction, and adoption. You should be able to develop churn indicators, plan and execute rescue strategies, and revamp account care flows.
- Build long-term relationships with the most important clients in your area and be a key influence in their business operations, maximizing their operations, engagement, and satisfaction.
- Develop positive relationships with a portfolio of existing key clients, providing support during initial product implementation, recommendations and advice around best practices, support during new product/feature launches, and help to resolve product-related issues or concerns.
- Use strong analytical and data-driven decision-making skills to understand the performance of initiatives and prioritize those with the highest return on investment effectively.
- Work closely with internal teams, both national, regional, and global, to solve problems and ensure that feedback received improves Inline's product and operations.
- Onboard restaurants and retrain them as needed to ensure that they are using Inline in their daily operations.
- Demonstrate a passion for the Inline mission, brand, and product and act as an ambassador for the company in all interactions.
What you need:
- Legal authorization to work in Singapore is required.
- Native proficiency in Japanese and fluent English
- A minimum of 2 years of proven experience in B2B sales, account management, strategy, operations, startups, or related experience
- Knowledge of or experience working in the SaaS F&B industry is preferred
- A willingness to get your hands dirty - be proactive. This role will require quick thinking on your feet and moving swiftly through fire drill situations. A desire to work with restaurants and build strategic partnerships.
- Strong problem-solving skills: when you see a problem, you work hard and think outside the box until you fix it
- Outstanding communication and interpersonal skills, with the ability to persuasively communicate recommendations and effectively champion customer needs
- A great collaborator and someone who proactively partners across teams while holding them accountable for business results
- Strong communication skills ability to distill complex data sets into simple and digestible takeaways for senior leaders and managers
About Inline
Inline is a software startup focused on maximizing restaurant efficiency in managing tables and reservations. We have thousands of restaurants including leading chain brands, Michelin-starred restaurants, shopping malls, and busy brick-and-mortar restaurants. We also partner with food-tech platforms, social apps, and various media services to grow the exposure and business for Inline restaurant customers. Our team is launching and exploring more global opportunities in key cities, including Tokyo, Osaka, Hong Kong, Taiwan, Kuala Lumpur, Vancouver, Melbourne, Sydney, and cities in the US. For people with solid professional skills and talent, who are highly motivated to expand their careers and learn in a fast, flexible environment, we have several opportunities to build the business with our team and write the legend with Inline for the next thousand partners at a rapid pace.
