Otter - SMB - Customer Success Associate - Los Angeles

Role: Customer Success Associate

Location: Los Angeles

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.