Otter - SMB - Customer Success Associate - Los Angeles

Otter; Los Angeles (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Success Associate to enhance relationships with clients and ensure they maximize the value of innovative solutions. In this dynamic role, you will coordinate onboarding, provide proactive support, and resolve customer issues to deliver a seamless experience. Your strong communication and analytical skills will be essential as you monitor customer metrics and conduct business reviews. This role is based in the heart of Downtown Los Angeles, where collaboration and teamwork drive innovation. If you are passionate about technology and customer service, this opportunity could be your next career step.

Qualifications

• 1-3+ years in a client-facing role such as Customer Success or Account Management.
• Strong analytical skills to interpret customer data and metrics.

Responsibilities

• Build and maintain strong relationships with assigned customers.
• Conduct regular customer business reviews to discuss progress and insights.

Skills

Customer Success

Account Management

Strong Communication Skills

Analytical Skills

Presentation Skills

Job description

Role: Customer Success Associate

Who we are

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:

• Customer Relationship Management: Build and maintain strong relationships with assigned customers, ensuring they are leveraging Otter's solutions effectively and finding value in our services.
• Coordinating Onboarding: Coordinate with the onboarding team to ensure successful onboarding and ELC for new customers or customers purchasing new products, ensuring smooth adoption and engagement.
• Proactive Support: Regularly check in with customers to gauge satisfaction, address issues, and provide strategic recommendations for maximizing their use of Otter's solutions.
• Problem Resolution: Address and resolve customer issues promptly, coordinating with internal teams to ensure a seamless experience.
• Customer Business Reviews: Conduct regular customer business reviews to discuss progress, share insights, and identify opportunities for further growth and improvement.
• Customer Enablement: Develop and implement customer enablement programs to ensure customers are fully utilizing Otter's products and services to achieve their business goals.
• Performance Monitoring: Monitor key customer metrics to track success and identify areas for improvement.
• Customer Advocacy: Act as the voice of the customer, capturing feedback and reporting it to the Product Management and Development teams to drive continuous improvement.

What we're looking for:

• 1-3+ years in a client-facing role such as Customer Success, Account Management, or Operations
• Strong communication and presentation skills
• Proven ability to manage multiple tasks and projects simultaneously
• Strong analytical skills with the ability to interpret customer data and metrics to drive decision-making and strategy

What else you need to know:

This role is based in our Downtown Los Angeles office location. We believe that people do their best work when they are together. As a company, we’re in the marketplace of ideas and innovation. When you’re constantly innovating, changing how an industry works, inventing new products and processes - and we are doing all these things - we believe we’re better as a team in-person. That’s why all of our teams (except for our field-based roles) are now working from one of our office locations 5 days a week.

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