Associate Client Success Manager

17 hours ago


Royal Oak, Michigan, United States SpotOn Full time
About SpotOn

At SpotOn, we're revolutionizing the way restaurants and small businesses succeed with our innovative payment and software technology. Our mission is to empower local businesses to increase profits and create better experiences for their customers and employees.

We're proud to have been recognized as one of Fast Company's Most Innovative Companies of 2024, a Great Place to Work, and a Built In Best Workplace for the third year in a row. Our commitment to caring hard and moving fast has earned us the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users.

Job Summary

We're seeking an Associate 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.

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 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
  • Impeccable emotional intelligence and customer service skills, including strong written and verbal communication
  • Familiarity with Restaurant POS software, features, and capabilities, including reporting
  • Ability to keep pace with a large caseload for assigned client accounts and general case management experience
  • Excellent verbal and written communication skills to manage both internal and external partner relationships
  • High degree of emotional intelligence required for negotiation, problem-solving, and retention strategy
  • Experience working in payment processing or knowledge 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
Benefits
  • 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 professional development
Compensation
  • Our base pay range starts at $40,000-$52,000 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

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