Customer Success Associate, Otter - Los Angeles at Otter

Los Angeles, California, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Restaurant Technology, SaaSIndustries

Requirements

1-3+ years in a client-facing role such as Customer Success, Account Management, or Operations
Strong communication and presentation skills
Proven ability to manage multiple tasks and projects simultaneously
Strong analytical skills with the ability to interpret customer data and metrics to drive decision-making and strategy
Onsite-based in Los Angeles (5 days a week)

Responsibilities

Build and maintain strong relationships with assigned customers, ensuring they are leveraging Otter's solutions effectively and finding value in our services
Coordinate with the onboarding team to ensure successful onboarding and ELC for new customers or customers purchasing new products, ensuring smooth adoption and engagement
Regularly check in with customers to gauge satisfaction, address issues, and provide strategic recommendations for maximizing their use of Otter's solutions
Address and resolve customer issues promptly, coordinating with internal teams to ensure a seamless experience
Conduct regular customer business reviews to discuss progress, share insights, and identify opportunities for further growth and improvement
Develop and implement customer enablement programs to ensure customers are fully utilizing Otter's products and services to achieve their business goals
Monitor key customer metrics to track success and identify areas for improvement
Act as the voice of the customer, capturing feedback and reporting it to the Product Management and Development teams to drive continuous improvement
Assess and qualify opportunities based on customer needs, readiness, and potential impact, and partner closely with the Sales team to relay the relevant context, insights, and recommendations

Skills

Key technologies and capabilities for this role

Customer Relationship ManagementOnboarding CoordinationProactive SupportProblem ResolutionCustomer Business ReviewsCustomer EnablementPerformance MonitoringCustomer AdvocacyOpportunity Management

Questions & Answers

Common questions about this position

What compensation or benefits are offered for this role?

The position offers a competitive salary and benefits package, with opportunities for career growth.

Is this Customer Success Associate role remote or based in Los Angeles?

This information is not specified in the job description.

What skills and experience are required for the Customer Success Associate position?

Candidates need 1-3+ years in a client-facing role such as Customer Success, Account Management, or Operations, along with strong communication and presentation skills, ability to manage multiple tasks and projects, and strong analytical skills to interpret customer data.

What is the company culture like at Otter?

Otter offers a fast-paced, innovation-driven environment as part of a dynamic, global team committed to operational and technical excellence.

What makes a strong candidate for this Customer Success Associate role?

A strong candidate has 1-3+ years in client-facing roles like Customer Success or Account Management, excels in communication and multitasking, and demonstrates strong analytical skills for data-driven decisions.

Otter

Connects parents with vetted babysitters

About Otter

Otter connects parents with qualified babysitters through its online platform, focusing on the childcare industry. The service stands out due to its thorough vetting process for sitters, which includes skills tests, reference checks, and interviews, along with mandatory background checks for both parents and sitters to ensure safety. Parents can book a sitter on short notice, sometimes as little as two hours, making it a convenient option for last-minute childcare needs. The company earns revenue by charging a fee for each booking, which is shared with the sitters, providing them with a flexible income opportunity. With significant backing from prominent venture capital firms, Otter aims to address the demand for reliable childcare services while ensuring a safe environment for families.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$30MTotal Funding

SERIES_ACompany Stage

Social Impact, Consumer GoodsIndustries

1-10Employees

Risks

Increased competition from new platforms offering similar services at lower fees.

Changes in local regulations could increase operational costs and complicate compliance.

Rising concerns about data privacy and security could decrease user trust.

Differentiation

Otter offers a rigorous vetting process for sitters, ensuring safety and reliability.

The platform allows parents to book childcare with as little as two hours' notice.

Otter connects parents with local stay-at-home parents, fostering community-based childcare.

Upsides

Increased demand for flexible childcare solutions due to remote work trends.

Growing interest in last-minute booking options for childcare services.

Venture capital interest indicates strong growth potential for tech-enabled childcare solutions.

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