About Marn:
Marn is a technology company established in 2017. It was acquired by Jahez in 2023. The company develops Electronic Cash Register (ECR) “AKA cloud cashier system” software integrated with payment services to provide a one-stop solution for businesses in F&B, Retail, Entertainment, and Services. Marn grew massively in the past two years and continues accelerating its customer base's growth.
Here at Marn, we aspire to become close friends working together towards disrupting the industry. We plan to accomplish our vision & mission via a strong desire to win, embrace mistakes, and make bold moves. We rely on radical candor in our learning to never repeat the same mistakes. We care personally, yet challenge directly. Being part of Marn, you should expect to make mistakes, be challenged while challenging others, and WIN big.
Key Responsibilities:
You will accumulate an understanding of Marn’s products, value proposition, customer segment, policies, procedures, industries, and product roadmap like no other person
Drive Marn’s efforts towards boosting clients LTV
Work with the executive management of Marn to plan, implement and execute strategies to develop Marn customers’ experience
Enhance processes & workflows to boost Customer Success teams' productivity & happiness
Lead, guide, and mentor the Customer Success teams towards world-class practices of customer interfacing
Maintain a green level of all Customer Success metrics & KPIs ex: Retention, NPS, LTV, Churn, Response time, etc.
Maintain a 360 view of the entire customer journey at all times and develop procedures, processes, and workflows to eliminate friction
Act as the voice of customers inside Marn by establishing the deepest understanding of Marn’s customers' needs & desires, then transfer the knowledge internally
Becoming a superhero rule model for the CS team in being customer-centric
Continue the development of Marn’s CS department to support the next phase of Marn’s growth
Ready to be a champion representative of Marn in executive events & meetings when required
Planning and executing the hiring of teams with customer success obsession to support Marn’s growing customer base