We are looking for 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, but not limited to: 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: 

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.

• Impeccable emotional intelligence and customer service skills including strong written and verbal communication. 
• Familiar with Restaurant POS software, features, and capabilities including reporting
• Ability to keep pace with large caseload for assigned client accounts and general case management experience 
• Must have excellent verbal and written communication skills to appropriately manage both  internal and external partner relationships  
• High degree of emotional intelligence required for negotiation, problem-solving, and retention strategy.  
• Any experience working in payment processing or knowledgeable 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:  

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:

• 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 your professional development