Customer Success Associate

What you'll do

• 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

What we're looking for

• 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

Experience

• 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

Growth Path

• Account Management within Enterprise, Growth, or Service teams

Benefits Summary (USA Full-Time Exempt Employees)

• Medical, dental, and vision insurance (multiple plans, incl. HSA options).
• Company-paid life and disability insurance (short- and long-term).
• Voluntary insurance: accident, critical illness, hospital indemnity.
• Optional supplemental life insurance for self, spouse, and children.
• Pet insurance discount.
• 401(k).
• Health Savings Account (HSA)
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Time Off policies:
• Discretionary vacation days
• 8 paid holidays per year
• Paid sick time
• Paid Bereavement leave
• Paid Parental Leave

• Benefits are subject to change at the company's discretion.
• Atoms accepts applications on an ongoing basis.

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

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