Customer Success Engineer

2 weeks ago

United Kingdom Eat App Full time

We are looking for a Customer Success Engineer @ Eat App


Spent time building hobbyist websites? Managing your gaming team or community using tech? This might be the right sort of career start and challenging role for you.


Eat App is a Dubai HQ Remote, Product Led, Customer Centric, Global B2B SaaS provider for Reservation management, Table management and enhancing the guest dining experience live in over 75 countries, for 15000+ restaurants. We strive to be the MOST LOVED system on the market, implementation engineers are core to that very vision.


You will be in charge of:

  • Making sure customers adopt and configure our suite so that they get the most out of the product.
  • Spend most of your time with customers, our product chapter and customer success chapter to make sure customers are getting the most value out of the product.
  • Creating new ways to leverage the Eat stack and shipping that to customers


We are looking for a candidate who is:

- A great communicator

- Likes puzzles

- Has a basic understanding of HTML and CSS

- Enjoys bringing value and delight to customers faces.

- Likes to gamify their job to maximize what they can achieve.

- Has high eQ with good emotional control.

- Loves to learn, especially about our customers and systems and how to use Eat App to create value for our customers.


A natural problem solver with grit, enthusiasm, great energy, good humour and basic technical knowledge is a must for this role.


Timezone should ideally be between GMT+0 GMT+6


Fresh grads or those with 1-2 years part time working experience welcome to apply Learning on the job will be part of your job


Core responsibilities


1. Onboarding and Training:

  • Guiding New Customers: Help onboard customers by providing product training, demonstrations, and initial setup assistance.
  • Customization: Tailor solutions to meet specific customer needs, ensuring that the product integrates seamlessly into the customer’s workflow.

2. Ongoing Support:

  • Technical Assistance: Provide ongoing technical support to resolve any issues or questions that arise after the initial implementation.
  • Proactive Monitoring: Monitor customer usage patterns to anticipate potential problems and address them before they become critical.

3. Customer Relationship Management:

  • Building Relationships: Work to build and maintain strong relationships with customers, ensuring they feel supported and valued.
  • Regular Check-Ins: Conduct regular check-ins with customers to discuss product usage, gather feedback, and identify areas for improvement.

4. Product Advocacy:

  • Feedback Loop: Act as a bridge between customers and the product development team, relaying feedback that can help enhance the product.
  • Advocating for Customers: Advocate on behalf of customers within the company, ensuring that customer needs and pain points are considered in product development.

5. Problem Solving and Escalation:

  • Issue Resolution: Troubleshoot issues and work to find solutions quickly to minimize disruptions to the customer's operations.
  • Escalation: Escalate complex issues to the appropriate internal teams while keeping customers informed of progress.

6. Performance Metrics and Reporting:

  • Tracking Success Metrics: Track key metrics such as customer satisfaction scores, product usage rates, and renewal rates.
  • Reporting: Provide regular reports to management on customer health and potential risks.

7. Upselling and Cross-Selling:

  • Identifying Opportunities: Identify opportunities for upselling additional features or services.
  • Value Demonstration: Demonstrate how additional products or services can bring more value to the customer’s business.

8. Customer Education and Resources:

  • Developing Content: Create and maintain knowledge base articles, FAQs, and other educational content to assist customers.
  • Webinars and Workshops: Host webinars or workshops to educate customers about new features or best practices.

9. Churn Prevention:

  • Risk Identification: Identify at-risk customers and develop strategies to retain them.
  • Feedback Collection: Actively seek customer feedback to address concerns and prevent churn.

10. Continuous Improvement:

  • Self-Education: Stay updated on the latest product features, industry trends, and best practices.
  • Process Optimization: Look for ways to optimize customer success processes to improve efficiency and customer satisfaction.


Essential Skills for Customer Success Engineers:

  • Technical Expertise: Strong understanding of the company’s products and how they fit into customer workflows.
  • Communication: Excellent verbal and written communication skills to explain complex technical concepts in simple terms.
  • Problem-Solving: Ability to diagnose issues and develop solutions quickly.
  • Customer-Centric Mindset: Focus on understanding and meeting the needs of the customer.

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