Client Success Manager

$55,000 - $90,000/Yr

Spoton - San Francisco, CA

Full-time

San Francisco, CA

Professional, Scientific, and Technical Services

About the position

At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees. Recently, SpotOn was named one of Fast Company's Most Innovative Companies of 2024, awarded Great Places to Work and Built In's Best Workplaces for the third year in a row, selected as the Best Overall Restaurant POS by NerdWallet, and rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users. We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together. That's where you come in. We are looking for a 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. This role is hybrid, requiring three days in the San Francisco office.

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 utilize proactive retention strategies
• Work on retention of high risk accounts
• Coordinate and collaborate with other departments to address merchant requests/concerns

Requirements

• 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
• 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

Benefits

• Medical, Dental and Vision Insurance
• 401k with company match
• RSUs
• Paid vacation
• 10 company holidays
• Sick time
• Volunteer time off
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development