Otter - SMB - Customer Success Associate - Los Angeles

Otter; Los Angeles (CA); On-site; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a passionate Customer Success Manager to enhance client relationships and drive enterprise innovation. In this dynamic role, you will coordinate onboarding, provide proactive support, and ensure customers maximize their use of cutting-edge solutions. You'll work closely with top clients, monitor key metrics, and act as the voice of the customer to foster continuous improvement. Join a collaborative team committed to operational excellence and help shape the future of digital restaurateuring in a vibrant office environment in Los Angeles.

Qualifications

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

Responsibilities

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

Skills

Customer Relationship Management

Communication Skills

Analytical Skills

Project Management

Job description

About the job

Role

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 a digital first world. Restaurants around the world, both large and small, including Chick-fil-A, Hummus Republic, Ben & Jerry’s, KFC, and Eataly trust our software to power their 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
• Lead high-impact projects with top enterprise clients across North America & International.
• Work in a fast-paced, innovation-driven environment where your expertise will drive business transformation.
• Be part of a dynamic, global team committed to operational and technical excellence.
• Competitive salary & benefits package, with opportunities for career growth.
• If you're a passionate integrations leader ready to drive enterprise innovation, we want to hear from you!

What Else You Need To Know

This role is onsite based in Los Angeles. 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) work from one of our office locations 5 days a week. Looking forward to sharing more about a Career of Substance at Otter.

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

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