Otter - SMB - Customer Success Manager - Los Angeles

About the Job

Role: Customer Success Manager - Los Angeles - Otter

About Otter:

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:

• Engagement & Retention: Leverages tools, data and insight to prove value, deep product knowledge and the ability to coach their restaurants in improving their overall business operations.
• Strategic advisor: Retain top customers, nurturing long-term relationships, and discovering new ways to work together over time. Understand restaurant financials, demonstrating knowledge to help our customers solve their toughest problems by linking our products and services.
• Revenue Generation: Ability to strategically upsell our top-tier customers, ensuring they understand and fully utilize our product while helping them expand their business. Leverages data, deep product knowledge, and commercial acumen to charismatically up and cross-sell.
• Product Evolution: Closes the loop between our customers and our product. Able to quantify and translate customer feedback into product requests to ensure that our product evolves with our customer's needs.
• Analytical and creative problem-solver: Systematically identify problems and opportunities; propose effective, data-driven solutions.
• Customer escalations: Responsible for handling customer escalations / exceptions that support & onboarding teams have been unable to resolve.
• Responsible for happiness, profitability, retention & expansion for qualifying operators post 60 days live OR accounts that expand to another facility.
• Drive engagement, retention and monetization of 100+ high-value customers (mid-market / enterprise).
  
  

What we're looking for:

• 3-5+ 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.