About the Role
The Senior Consultant will own the complete customer lifecycle, from identifying and acquiring new customers to implementing the solution, onboarding and training restaurant teams, and managing the ongoing customer relationship. This is a versatile, high ownership role that combines business development, solution consulting, implementation coordination, customer training, account management, and customer success. The successful candidate will serve as the primary point of contact for their assigned customers, ensuring continuity, accountability, and a premium experience throughout the entire relationship. This role is ideal for a professional who enjoys owning outcomes rather than performing a single function. You will be responsible for winning customers, getting them live successfully, ensuring their teams can use the system effectively, retaining their business, and identifying opportunities for growth.
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Main Tasks & Responsibilities
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Business Development and Customer Acquisition
- Identify, prospect, and acquire new customers within the fine dining and casual dining segments.
- Build and maintain a qualified sales pipeline through networking, referrals, market research, and direct engagement with restaurant owners and decision makers.
- Understand prospective customers’ business models, restaurant workflows, operational challenges, and technology requirements.
- Lead discovery meetings, product demonstrations, solution presentations, and commercial discussions.
- Prepare tailored proposals, manage negotiations, and drive opportunities from initial engagement through to successful closure.
- Build strong relationships with restaurant owners, investors, general managers, and key decision makers.
- Maintain accurate sales pipeline records, forecasts, and opportunity updates.
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Implementation and Deployment
- Take ownership of the customer journey following deal closure, ensuring a smooth transition from sales to implementation and go live.
- Conduct discovery sessions to understand customer requirements, operational workflows, branch structures, and deployment needs.
- Develop and manage implementation plans, milestones, timelines, and customer readiness checklists.
- Coordinate with internal teams to ensure deployment requirements are fulfilled.
- Identify potential risks, resolve blockers, and manage dependencies that could affect implementation timelines.
- Ensure customers are operationally ready before go live, with appropriate configurations, hardware, and workflows in place.
- Maintain clear communication with customers and internal stakeholders, ensuring outstanding actions are tracked and completed.
- Monitor deployment progress and take accountability for driving implementation activities through to completion.
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Customer Onboarding and Training
- Lead customer onboarding and guide restaurant teams through the adoption of the system.
- Deliver tailored training sessions for restaurant owners, managers, cashiers, waiters, and other relevant users.
- Ensure customers understand the system’s capabilities and how to apply them effectively within their daily operations.
- Adapt training methods to the customer’s operational complexity, team structure, and technical familiarity.
- Validate customer readiness and user competency before and during go live.
- Provide post-deployment follow up to identify knowledge gaps, reinforce adoption, and ensure customers can operate the system confidently.
- Help customers maximize the value of the system by promoting relevant features and capabilities.
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Account Management and Customer Success
- Act as the primary relationship owner for assigned customers throughout the customer lifecycle.
- Build trusted relationships with key stakeholders and maintain regular engagement to understand customer satisfaction, business priorities, and evolving needs.
- Monitor customer health, product adoption, operational challenges, and potential churn risks, taking proactive measures to protect retention.
- Conduct periodic business reviews and identify opportunities to improve customer outcomes and strengthen long term relationships.
- Identify opportunities to expand existing accounts through additional branches, relevant products, modules, and services.
- Drive product adoption and engagement by demonstrating the value of capabilities.
- Coordinate with internal teams to resolve customer issues, manage escalations, and ensure timely follow up.
- Maintain accurate customer records, account plans, and relationship notes.
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Commercial Performance and Operational Excellence
- Contribute to individual acquisition, revenue, implementation, retention, and account expansion objectives.
- Maintain visibility over the entire customer portfolio, including sales pipeline, deployment status, customer health, and growth opportunities.
- Balance commercial priorities with implementation commitments and ongoing customer responsibilities.
- Demonstrate strong ownership, organization, and accountability across all stages of the customer journey.
What Are We Looking For
- 3–4 years of experience in SaaS, preferably in sales, business development, implementation, account management, or customer success.
- Demonstrated ability to manage customer relationships, understand business requirements, and deliver measurable commercial or operational results.
- Hands-on experience in restaurant operations is a strong plus.
- Good understanding of restaurant workflows, front of house operations, and the challenges faced by restaurant owners and management teams is highly desirable.
- Experience with POS systems, Restaurant Management Systems (RMS), hospitality technology, or other SaaS solutions is an advantage.
- Strong consultative selling, negotiation, presentation, and relationship management skills.
- Experience coordinating software implementations, onboarding customers, or delivering training is preferred.
- Ability to communicate confidently with restaurant owners and operational teams.
- Excellent organization, problem solving, prioritization, and stakeholder management skills.
- A proactive ownership mentality, with the ability to work independently and manage multiple priorities.
- Excellent English communication skills; Arabic proficiency is a strong advantage.
- Willingness to travel within Saudi Arabia as required to meet customers and support implementations.
What Success Looks Like
Success in this role means more than closing deals or completing deployments. It means building and managing a sustainable portfolio of successful customers.
- Acquire new customers and contribute to revenue growth.
- Deliver structured, timely, and successful implementations.
- Ensure restaurant teams are confident and capable of using the system.
- Build strong customer relationships that support satisfaction, retention, and long term loyalty.
- Identify and execute opportunities for account expansion and additional revenue.
- Proactively manage customer challenges and coordinate effective resolutions.
- Maintain clear visibility over customer progress, commitments, risks, and opportunities.
- Deliver a consistent, premium experience that reflects the brand.
The Ideal Candidate
We seek a commercially minded, customer focused professional who understands that successful restaurant technology is about more than software. We welcome candidates with hands on restaurant operations experience, and SaaS professionals with strong commercial and customer success capabilities. Above all, we are looking for someone who takes ownership, works independently, and manages the entire customer journey, from the first conversation to long term success.
What We Offer You
- Highly competitive compensation packages, including bonuses and potential for shares.
- Personal development prioritization with regular training and an annual learning stipend.
- A talented team of over 30 nationalities working in 14 countries, providing valuable experience in an exciting industry.
- Autonomy, mentoring, and challenging goals that create incredible opportunities for personal and company growth.
