Enterprise Customer Success Manager

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.**Department Focus**The Growth team at Deliverect is a dedicated force of proactive and experienced professionals committed to empowering our customers to achieve significant growth. We serve as strategic partners, deeply understanding their evolving business needs to offer tailored support and guidance that maximizes the potential of the Deliverect platform. By fostering strong, long-term relationships, we collaborate closely with our customers to identify unique opportunities and co-create innovative strategies, ensuring their continued success in a dynamic market.- **This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our Mexico City office and 2 days from the comfort of your home.****What you will do**:- Develop and execute strategic customer success plans to ensure long-term partnership and value realization for enterprise clients.- Proactively monitor customer engagement and platform utilization, identifying opportunities to enhance their success and address potential challenges.- Guide customers through key milestones, including onboarding, implementation, and ongoing optimization, ensuring a seamless experience.- Leverage data and insights to articulate the value proposition of Deliverect and identify opportunities for account growth, including renewals and upsells.- Build and maintain strong relationships with key stakeholders across various departments within assigned enterprise accounts.- Collaborate closely with Enterprise Account Managers, Product, Support, and Marketing teams to advocate for customer needs and ensure a unified customer experience.- Review and proactively address customer feedback and concerns, identifying trends and recommending solutions to improve the customer journey and product offerings.- Utilize Planhat to meticulously track customer interactions, gather valuable feedback, and measure key performance indicators related to customer success.- Leverage HubSpot to effectively manage customer data, automate communication workflows, and contribute to optimized marketing efforts.- Employ Google Suite, Zoom, and other relevant collaboration tools to facilitate effective internal and external communication.**What you will bring**:- Proven experience in Customer Success, with a minimum of 5 years in a customer-facing role, preferably within the SaaS industry.- Demonstrable understanding of the restaurant, foodservice, or retail industry, with a specific focus on the operational complexities of enterprise-level businesses.- Exceptional interpersonal skills with a strong ability to build rapport, trust, and lasting relationships with customers at all organizational levels.- Strong analytical skills with proficiency in using data analysis tools to assess customer health, identify trends, and pinpoint areas for improvement.- Excellent written and verbal communication skills, with the ability to clearly and concisely convey complex information to both technical and non-technical audiences.- Proven ability to analyze complex customer issues, develop effective solutions, and drive resolution.- Experience managing multiple enterprise-level projects simultaneously while adhering to deadlines and maintaining a high level of organization.- Proficiency in utilizing Planhat or a similar Customer Success Platform for tracking customer interactions and performance metrics.- Experience with HubSpot or a comparable CRM platform for managing customer data and automating workflows.- Familiarity with Google Suite, Zoom, and other standard business communication and collaboration tools.**Join Our Innovative Journey**:At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce.**What You'll Gain by Joining Us**:**Invest in Your Growth-**We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.**Solve Meaningful Challenges-**Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.**Drive Innovation-**Immerse yourself in a culture where innovation isn't just a buzzword - our weekly releases and new features ensure you're always working on cutt