Customer Success Specialist

2 weeks ago

San Francisco, United States Perfect Venue Full time

**_HIGHLIGHTS_**
- _Very unique opportunity to be on the _**_ground floor at a fast-growing seed startup_**_ with strong product-market fit (hundreds of paying customers, #1 in G2 category, top-tier investors, etc)_
- **_Help restaurants & small businesses across the country_**_ launch and grow their private events business using Perfect Venue by providing world-class support, onboarding, and account management._
- **_Hybrid role based out of our SF office._**

**ABOUT PERFECT VENUE**

**Private events and catering make up about a third of restaurant revenue and are often the highest-margin revenue stream**. However, many restaurants manage this critical revenue stream using home-brewed manual processes that rely on poorly organized spreadsheets, cumbersome Word templates, and handwritten credit card authorizations. Errors can be costly and severely harm a restaurant's bottom line. In short, restaurants are managing a sales process without a CRM and losing money as a result.

Big restaurant chains have already recognized this and are using event management software solutions that are decades old, complicated, and expensive. This puts **local restaurants between a rock and a hard place** when it comes to managing their most profitable revenue stream.

We’re changing that. **Perfect Venue exists to help local restaurants compete with big chains.** We do that by providing local restaurants with an affordable and beautifully designed tool that makes booking events effortless.

**Our event management software is just the beginning**. We plan to build a marketplace (à la Airbnb, OpenTable) to help guests book restaurants and expand to other types of venues (Hotels, Event Centers) and other types of businesses (Caterers, Florists) in the future.

We may be biased, but there has **never been a better time to join our team**. We have a strong product-market fit, with hundreds of customers nationwide and the backing of top-tier investors. Despite this success, we are still a small team, which means that you will have an outsized impact on our ability to achieve our mission and a lot of autonomy.

Recently featured in TechCrunch, Fortune, Axios, Eater, and others.

**OUR CULTURE & VALUES**

**We love helping people.** Above all, we see our job as solving our customers' problems. Small business owners work tirelessly to serve their customers, and we work just as hard to serve them. We are competitive and love to win; someone once described us as "low-key Type-As". Here are some of our core values:

- We’re customer obsessed
- We build exceptional products
- We FITFO
- We play to win
- We think like scientists

**Requirements**:
**THE OPPORTUNITY**

We have customers all over the country paying hundreds of dollars per month and are backed by leading investors, including the 1st investor in Zoom and top Silicon Valley investors. We've made great progress, but we are still a small team, so you'll have lots of autonomy and responsibility from day one.

Every day, you will collaborate with restaurants and venues across the country to adopt Perfect Venue as the best solution for streamlined event management. Furthermore, you will assist customers in leveraging our various features, answer their questions, and provide advice on maximizing their product use to boost their event business.

**RESPONSIBILITIES**

Onboarding:

- Help new customers get acquainted with the product by guiding them in the onboarding process.
- Organizing data migrations
- Conducting customized onboarding call
- Monitor product adoption

Support Customers:

- Respond to customer questions
- Create and manage our Frequently Asked Questions page so customers can more easily answer questions on their own
- Collect and organize customer feedback
- Serve as the internal voice of the customer and provide thoughtful insights to our product team

Account Management:

- Monitor customer adoption and usage to identify upgrade opportunities and prevent churn
- Provide thoughtful recommendations for customers on how to use Perfect Venue better to improve their events business

Be flexible
- We're a startup - so things are always changing. Somedays, you may be doing the above; other days, you're helping with sales, and other days you're putting out the latest fire.

**NEED TO HAVES**
- 3+ years experience in customer success, support, account management or onboarding
- Experience training others in a professional context
- Strong attention to detail
- Stellar written and verbal communication skills
- Patient and empathetic
- it's easy to put yourself in someone else's shoes.
- Passion for understanding restaurants’ needs, providing recommendations on how best to use our software, and acting as a consultant to provide high-quality recommendations.

**NICE TO HAVES**
- Experience in restaurant event sales or management
- Experience with event management software (Perfect Venue, Gather, Tripleseat, Planning Pod, Caterease, etc.)
- Experience with Vitally, Hubs

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