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Client Success Associate

2 months ago

Royal Oak, Michigan, United States SpotOn Full time

At SpotOn, we empower restaurants and small enterprises to thrive through adaptable payment solutions and software technology—supported by dedicated professionals who genuinely care. Our tools, ranging from seamless point-of-sale systems to integrated management solutions, are crafted to enhance profitability and elevate experiences for both customers and employees.

Recently, SpotOn has been recognized for:

  • Being named one of Fast Company's Most Innovative Companies of 2024
  • Receiving accolades as a Great Place to Work and Built In's Best Workplaces for three consecutive years
  • Being selected as the Best Overall Restaurant POS by NerdWallet
  • Achieving top ratings for point-of-sale (POS) systems among restaurants, bars, retail, and small businesses according to Capterra users

We are dedicated to making a positive impact and fostering growth, and we need your expertise.

Position Overview:

We are seeking an Associate Client Success Manager to enhance our Customer Success team. This role involves delivering outstanding support to restaurant clients by understanding their needs, addressing challenges, and offering solutions for common workflows.

Key Responsibilities:

  • Handle complex merchant issues and implement proactive strategies to boost retention
  • Enhance merchant satisfaction while achieving all KPI and metric standards set by Client Success leadership
  • Respond efficiently to client inquiries through various communication channels in a professional manner
  • Provide timely resolutions to problems and employ proactive retention techniques
  • Focus on retaining high-risk accounts
  • Collaborate with other departments to address merchant requests and concerns

Qualifications:

We encourage candidates who meet most qualifications to apply, as we value diverse backgrounds and experiences.

  • Exceptional emotional intelligence and customer service abilities, including strong written and verbal communication skills
  • Familiarity with Restaurant POS software, its features, and reporting capabilities
  • Ability to manage a substantial caseload for assigned client accounts
  • Excellent communication skills for managing internal and external relationships
  • High emotional intelligence necessary for negotiation, problem-solving, and retention strategies
  • Experience in payment processing or knowledge of the banking/financial industry is advantageous

Experience:

  • Preferred: 1+ years of experience in the restaurant industry
  • General understanding of restaurant operations
  • Preferred: 3+ years in a Customer Service Support role

Benefits:

At SpotOn, we prioritize our people. While we are recognized for our innovative software solutions, our true strength lies in the dedicated individuals behind the technology. We invest in our employees with a competitive benefits package that includes:

  • Medical, Dental, and Vision Insurance
  • 401k with company matching
  • Restricted Stock Units (RSUs)
  • Paid vacation, company holidays, sick leave, and volunteer time off
  • Employee Resource Groups to foster community and inclusion
  • Monthly stipends for cell phone and internet
  • Tuition reimbursement up to $2,000 annually for professional development

Compensation:

  • Base pay range starts at $40,000 - $52,000 for this role
  • The salary range is one component of a competitive compensation package that includes a company stock plan
  • Offers will reflect the candidate's location and experience

SpotOn is an equal opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.