Customer Success Associate

Otter; Los Angeles (CA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Voluntary insurance options

Discretionary vacation days

8 paid holidays per year

Job summary

Otter is seeking a Customer Success / Account Management professional to oversee a portfolio of ~1,000 SMB and mid-market restaurant locations. You will partner with CSMs to drive upsell, reduce churn, and guide clients on how to maximize Otter’s toolset to improve results.

Based in our Los Angeles office, you will engage customers via phone, email, and chat, ensuring quick responses and high satisfaction. Experience in the restaurant/food industry is a plus and the role offers base salary plus

Qualifications

• 1-2 years of experience in a Customer Success (Account Management) role managing a portfolio of accounts
• Proven track record of exceeding KPIs
• Experience in the restaurant / food industry preferred

Responsibilities

• Oversee a portfolio of ~1,000 SMB, and some mid-market restaurant locations, with the goal of providing an industry-leading customer experience
• Support CSMs to ensure account upselling and cross-selling targets are achieved within your team and overall portfolio
• Proactively identify customers that need follow ups / check-ins to ensure high NPS / CSAT and to prevent churn
• Guide customers on how to most effectively use the Otter suite of tools and technology to improve business results
• Act as an advocate for our customers to understand their objectives and collaborate with them to build performance success plans
• Proactively communicate with clients about product functionality and changes
• Answer customers’ incoming questions quickly via phone, email, and chat in a professional and efficient manner
• Handle customer ticket escalations and more advanced tickets to maintain SLAs
• Collaborate with CSMs to inform prioritization of roadmap initiatives and other opportunities that improve the customer experience

Skills

Customer Success

Account Management

Communication

Empathy

Multitasking

Job description

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.

What you’ll do

• Oversee a portfolio of ~1,000 SMB, and some mid-market restaurant locations, with the goal of providing an industry-leading customer experience
• Support CSMs to ensure account upselling and cross-selling targets are achieved within your team and overall portfolio
• Proactively identify customers that need follow ups / check-ins to ensure high NPS / CSAT and to prevent churn
• Guide customers on how to most effectively use the Otter suite of tools and technology to improve business results
• Act as an advocate for our customers to understand their objectives and collaborate with them to build performance success plans
• Proactively communicate with clients about product functionality and changes
• Answer customers’ incoming questions quickly via phone, email, and chat in a professional and efficient manner
• Handle customer ticket escalations and more advanced tickets to maintain SLAs
• Collaborate with CSMs to inform prioritization of roadmap initiatives and other opportunities that improve the customer experience

What we’re looking for

• Ability to thrive in chaos: handle high-pressure situations, taking responsibility for actions, responds well to constructive feedback, ability to focus on task at hand
• Communication: emotionally intelligent, strives to always be helpful, empathetic with customer service ethic
• Smart learner: product knowledge, technical expertise, asks good questions, able to multitask
• Ownership: passionate about the customer, advanced problem solving, pursues answers on his / her own

Experience

• 1 - 2 years of experience in a Customer Success (Account Management) role managing a portfolio of accounts
• Proven track record of exceeding KPIs
• Experience in the restaurant / food industry preferred

Growth Path

• Account Management within Enterprise, Growth, or Service teams
• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know

This role is based in our Los Angeles office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.

The base salary range for this role is $65,000 - $75,000 per year.

Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.

Benefits Summary (USA Full-Time Exempt Employees):

• Medical, dental, and vision insurance (multiple plans, incl. HSA options).
• Company-paid life and disability insurance (short- and long-term).
• Voluntary insurance: accident, critical illness, hospital indemnity.
• Optional supplemental life insurance for self, spouse, and children.
• 401(k).
• Health Savings Account (HSA)
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Discretionary vacation days
• 8 paid holidays per year

Benefits are subject to change at the company's discretion.

Ready to join us as we serve those who serve others?

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As set forth in Otter’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

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