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Client Success Manager

San Francisco, CA

At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.  

Recently, SpotOn was:

  • Named one of Fast Company’s Most Innovative Companies of 2024
  • Awarded Great Places to Work and Built In’s Best Workplaces for the third year in a row
  • Selected as the Best Overall Restaurant POS by NerdWallet 
  • Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We’re committed to caring hard and moving fast so that we can continue to grow and make a positive impact together. 

That’s where you come in. 

We are looking for a Client Success Manager to join our Customer Success team. This individual will be responsible for providing exceptional support to restaurant accounts by identifying customer needs, resolving issues and providing solutions to common workflows.

Hybrid-3 days in SF office

Responsibilities: 

  • Manage difficult merchant issues and create proactive campaigns to improve retention
  • Increase merchant satisfaction while meeting all KPI’s/metric standards as relayed by Client Success leadership
  • Respond promptly to client inquiries through multiple communication channels, including, but not limited to: phone, email, and/or chat, in a courteous and professional manner
  • Provide timely problem resolution and utilizing proactive retention strategies
  • Work on retention of high risk accounts
  • Coordinate and collaborate with other departments to address merchant requests/concerns

Qualifications: 

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.

  • Impeccable emotional intelligence and customer service skills including strong written and verbal communication. 
  • Familiar with Restaurant POS software, features, and capabilities including reporting
  • Ability to keep pace with large caseload for assigned client accounts and general case management experience 
  • Must have excellent verbal and written communication skills to appropriately manage both  internal and external partner relationships  
  • High degree of emotional intelligence required for negotiation, problem-solving, and retention strategy.  
  • Any experience working in payment processing or knowledgeable of the banking/ financial industry is a plus

Experience:

  • 1+ years of restaurant experience is highly preferred 
  • General knowledge of restaurant operations
  • 3+ years of experience working in a Customer Service Support environment is highly preferred

 

Compensation:

  • Our base pay range starts at $55,000 - $90,000 for this role
  • Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
  • Offers will be reflective of the candidate’s location and experience.

 

Benefits:  

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:

  • Medical, Dental and Vision Insurance 
  • 401k with company match
  • RSUs
  • Paid vacation, 10 company holidays, sick time, and volunteer time off
  • Employee Resource Groups to build community and inclusion at work
  • Monthly cell phone and internet stipend
  • Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development

#LI-Hybrid

The base salary range listed will vary depending on location and experience.

Base salary range

$55,000 - $90,000 USD

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.

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