Otter US/CAN - Customer Operations Manager - Los Angeles - 777 Tower HQ
Apply NowCompany: CloudKitchens
Location: Los Angeles, CA 90011
Description:
About Us:
We're Otter, a fast-moving restaurant technology company that builds solutions to help our partners succeed in delivery. Restaurants large and small trust Otter to power their delivery business, including Chick-fil-A, Ben & Jerry's, KFC, and Eataly. Headquartered in Los Angeles, we're a team that wears a million hats - constantly learning, innovating and problem-solving. Join us on our mission to build a better infrastructure for food!
About The Role:
In Customer Success at Otter, you will act as a consultant to a portfolio of customers to achieve their goals: increasing their sales and decreasing operating costs. You'll drive upsells, cross-sells and expansions, while working on a variety of special projects to grow the overall Otter business.
If you're an adaptable self-starter with strong critical thinking skills, and passionate about helping restaurants succeed in this ever-evolving, on-demand world, this is the role for you!
Responsibilities:
Requirements:
What else you need to know
This role is based in our Los Angeles Office. 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) are now working from one of our office locations 5 days a week. Looking forward to sharing more about a Career of Substance at City Storage Systems!
Ready to join us as we serve those who serve others?
#LI-Onsite
We're Otter, a fast-moving restaurant technology company that builds solutions to help our partners succeed in delivery. Restaurants large and small trust Otter to power their delivery business, including Chick-fil-A, Ben & Jerry's, KFC, and Eataly. Headquartered in Los Angeles, we're a team that wears a million hats - constantly learning, innovating and problem-solving. Join us on our mission to build a better infrastructure for food!
About The Role:
In Customer Success at Otter, you will act as a consultant to a portfolio of customers to achieve their goals: increasing their sales and decreasing operating costs. You'll drive upsells, cross-sells and expansions, while working on a variety of special projects to grow the overall Otter business.
If you're an adaptable self-starter with strong critical thinking skills, and passionate about helping restaurants succeed in this ever-evolving, on-demand world, this is the role for you!
Responsibilities:
- Serve as a trusted advisor on a portfolio of customers through the journey of, training, day-to-day management, delivery strategy and upselling into value-added products and services
- Conduct regular check-in calls, use data to track customer performance and own customer strategic business reviews for alignment of objectives and outcomes
- Quarterback customer risks and escalations end-to-end, including working cross-functionally with internal teams to create & execute on action plans that mitigate customer churn
- Act as the voice of the customer to Product and Engineering teams, synthesizing feedback, analyzing data to build insights, and ensuring Otter delivers the most customer-obsessed products
- Facilitate the growth of the Otter business through collaboration with internal teams on a variety of ad hoc projects, as needed
Requirements:
- Analytical Problem Solver: data-driven, capable of root cause analysis, prioritization
- Hustler: bias to action, sense of urgency, calm, creative solutions; self-driven, proactive at identifying and executing on opportunities
- Leader: empathetic, clear communication, community builder
- Process Builder: scale in mind, logical, system oriented
What else you need to know
This role is based in our Los Angeles Office. 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) are now working from one of our office locations 5 days a week. Looking forward to sharing more about a Career of Substance at City Storage Systems!
Ready to join us as we serve those who serve others?
#LI-Onsite