Customer Success Analyst (Evening Shift) in Bucuresti

Customer Success Analyst (early evening shift and alternating weekends)Would you like calling or chatting with restaurant managers across the world about their business and tech challenges? solution enables restaurants to take online orders for pickup, delivery, and table-side service from a simple, elegant menu published on the restaurant’s website or mobile app. You will be responsible for onboarding, educating, and supporting restaurant managers /owners and partners reselling the solution to their customers. The role is focused but not limited to Western Europe and North America customers, and the work schedule matches the customer’s location: 2 – 11 pm Bucharest time including 1 hour break. In addition, the schedule includes 8 hours overtime every other weekend (4 hours on Saturdays and 4 hours on Sundays). The job is mostly remote with the occasional office training or team meeting; you can opt to work from the office. Responsibilities:You are ultimately responsible to enable the restaurant / partner to achieve the best possible value from their GloriaFood solution by analyzing their profile and online evolution, offering recommendations and initiatives or upgrades to relevant paid services. This includes: Develop a general/high level understanding of the GloriaFood solution Leverage the extensive knowledge base to become an expert on how online ordering works, what online technologies can enhance the restaurant’s online presence and results. Help customers/partners during onboarding with product / features presentations, live demos Communicate efficiently and effectively with our restaurant / partners, through live chat, email, phone or Zoom Maintain a proactive dialogue with customers either through 1:1 activities or 1:many approach (digital content, training) Contribute to creation of reusable assets – playbooks, FAQs, checklists Drive renewal / upselling initiatives on selected accounts Coach customers to ensure they are making use of all available resources Work closely with other teams (support, product management, marketing to leverage product skills and resources Requirements: Proven track record in working in a customer facing role via remote programs Knowledge of customer success terminology, metrics and methods Courteous with strong customer service orientation Strong problem solving/troubleshooting skills Analytical skills needed to identify restaurant’s business major issues and growth opportunities Ability to quickly adjust the recommended actions in a chat or live call Curious about the food industry and technologies and a continuous learner Bachelor’s degree or equivalent experience in computer science, business, or related field Fluency in spoken and written English. Experience with SaaS solution offerings is desirable Career Level - IC2