Enterprise Customer Success Manager [REMOTE]

Department: Operations & Account Management

Employment Type: Full Time

Location: United States (Remote)

Reporting To: Aaron Rampersad

Description

Automation is the future. With this in mind, we've built Ottimate from the ground up to be the best AP Automation and Payment solution across the hospitality, retail, grocery and manufacturing verticals. Our mission is to simplify your accounting workflow, from Invoice Management and Digitization to Payments, Expense and Petty Cash solutions. Our robust Automation and Vendor networks enable leading businesses to pay and get paid faster, transforming manual data processes into a thing of the past.

Ottimate is a cloud-based, remote-first organization with a strong focus on collaborative workplace culture. We're on a mission to hire experienced, passionate and solutions-oriented team players with a hunger for growth and a drive for success!

Our values are at the center of our company and culture. At Ottimate, we value: Growth, Customer Focus, Innovation, Accountability, and Communication.

The Role

As an Enterprise Customer Success Manager, you work at the cross-functional intersection of our organization. In this role, you sit at the vanguard of our growth and expansion mandate, with a diligent eye towards net retention targets and overall client health. Here, you are responsible for nurturing and growing relationships with our Enterprise clients, driving revenue and ensuring customer success through an integrative, holistic understanding of your clients' needs.

CSMs act as an advocate for clients within the organization, conveying their feedback, needs, and concerns to relevant teams. Further, they leverage customer feedback and insights to drive improvements in products, services, or processes, aiming to reduce churn and increase customer satisfaction.

Your focus will be to drive customer value and optimize account plans to achieve your team expansion targets.

Successful candidates will be self-assured and methodical, with an analytical and data-driven mindset.

What You'll Do

Be a Solution-Oriented, Driven Leader, managing a portfolio of Enterprise customer accounts, building and maintaining strong relationships with key stakeholders, including C-level executives, finance teams, and operations teams.

Demonstrate Self-directed Problem-solving Abilities To

• Develop and execute account plans and strategies to drive revenue growth and achieve sales targets.
• Identify and exploit upsell and cross-sell opportunities within existing customer accounts to maximize revenue potential.
• Collaborate with internal teams, including Sales, Customer Success, and Product, to ensure customer satisfaction and resolve any issues or challenges.
• Manage regular business reviews with customers to review performance, identify opportunities for improvement, and present new products or features.
• Collaborate with the marketing team to develop and implement account-based marketing strategies to drive customer engagement and retention.
• Incorporate a proactive problem-solving approach into your daily responsibilities, ensuring that challenges are met head-on, and solutions are effectively implemented to achieve our business goals.
• Prioritize face-to-face interactions with key clients through regular travel, fostering stronger relationships.
• Attend industry events and conferences to stay informed about market trends and to network with existing and potential clients.
  
  

Ingredients

• Empathy, emotional intelligence, and an innate curiosity to learn and grow
• Excellent communication and interpersonal skills, with an ability to build rapport and relationships with customers at all levels of an organization.
• Strong negotiation and persuasion skills, with the ability to effectively present and sell complex solutions to customers.
• Ability to work independently, take ownership of accounts, and manage multiple priorities in a fast-paced, dynamic environment.
• Minimum of 2 years of experience in Customer Success Roles, preferably in the software/SaaS industry
• Ability to travel as needed (at least once per quarter)
• Experience in the restaurant or hospitality industry is a plus!
  
  

What's in Your Toolkit?

• Proficiency in using CRM software (such as Salesforce) and other sales tools to manage and track customer interactions and sales activities.
• Knowledge of financial and accounting concepts, including understanding of restaurant accounting practices and systems.
• Ability to understand and communicate technical features and functionalities of Plate IQ's software products to customers.
• Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
  
  

A Recipe For Total Rewards

We care deeply about making Ottimate an incredible place to work and invest a significant amount of time and energy into creating and maintaining a company culture that provides our team with a generous level of support whilst inspiring them to do their best work.

At Ottimate You

• Compensation: $85K - $105K
• You will be part of a growing team, at a pinnacle moment of scale for the business, and experience the excitement of working in a startup where each action makes a huge difference.
• You will have the agency to solve difficult problems creatively, the freedom to explore work that inspires you, and infrastructure to ensure you're constantly challenged and developing.
• You will work with sharp, passionate teammates solving some of the most unique challenges and positioning our product as a premier finance automation solution.
• Our commitment to empowering a diverse and inclusive workforce, celebrating differences, and creating a safe space for our employees to bring their whole selves to work is second to none.
• We are transforming entire industries using innovative technology including Artificial Intelligence, Payment Tech, and Neural Networks.
• Our leaders lead with a people-first approach; inspiring excellence, nurturing ideas, and finding creative ways to eliminate obstacles for cultivating growth.
• We truly love what we do and who we do it with - and we think you will too!