Customer Success Associate

Los Angeles

full time

On Site

entry

$65k–$75k

H1B: no

Cssmerge The Customer Success Associate at Cssmerge manages a portfolio of SMB and mid-market restaurant locations to provide an industry-leading customer experience. The role involves supporting CSMs, identifying customer needs, and advocating for customers to improve business results.

Responsibilities

Oversee a portfolio of ~1,000 SMB, and some mid-market restaurant locations, with the goal of providing an industry-leading customer experience
Support CSMs to ensure account upselling and cross-selling targets are achieved within your team and overall portfolio
Proactively identify customers that need follow ups / check-ins to ensure high NPS / CSAT and to prevent churn
Guide customers on how to most effectively use the Otter suite of tools and technology to improve business results
Act as an advocate for our customers to understand their objectives and collaborate with them to build performance success plans
Proactively communicate with clients about product functionality and changes
Answer customers’ incoming questions quickly via phone, email, and chat in a professional and efficient manner
Handle customer ticket escalations and more advanced tickets to maintain SLAs
Collaborate with CSMs to inform prioritization of roadmap initiatives and other opportunities that improve the customer experience

Qualification

Ability to thrive in chaosCommunicationSmart learnerOwnershipProven track record of exceeding KPIsAccount Management within Enterprise

Required

Ability to thrive in chaos: handle high-pressure situations, taking responsibility for actions, responds well to constructive feedback, ability to focus on task at hand
Communication: emotionally intelligent, strives to always be helpful, empathetic with customer service ethic
Smart learner: product knowledge, technical expertise, asks good questions, able to multitask
Ownership: passionate about the customer, advanced problem solving, pursues answers on his / her own
1 - 2 years of experience in a Customer Success (Account Management) role managing a portfolio of accounts
Proven track record of exceeding KPIs
Experience in the restaurant / food industry preferred
Account Management within Enterprise, Growth, or Service teams