Customer Success Associate 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 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.

• 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.

• 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

• Lead high-impact projects with top enterprise clients across North America & International.
• Work in a fast-paced, innovation-driven environment where your expertise will drive business transformation.
• Be part of a dynamic, global team committed to operational and technical excellence.
• Competitive salary & benefits package, with opportunities for career growth.
• If you're a passionate integrations leader ready to drive enterprise innovation, we want to hear from you!

This role is onsite-based in Los Angeles. 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) work from one of our office locations 5 days a week.

Looking forward to sharing more about a Career of Substance at Otter.

Ready to join us as we serve those who serve others?