Customer Success Associate, Otter - Los Angeles

Otter • Los Angeles, CA

4h • $65,000 - $75,000 • Onsite

About The Position

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.

Requirements

• 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

Responsibilities

• 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.
• Opportunity Management: Assess and qualify opportunities based on customer needs, readiness, and potential impact, and partner closely with the Sales team to relay the relevant context, insights, and recommendations

Benefits

• 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.
• Pet insurance discount.
• 401(k).
• Time Off policies:
• Discretionary vacation days
• 8 paid holidays per year
• Paid sick time
• Paid Bereavement leave
• Paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Benefits are subject to change at the company's discretion.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed