Customer Operations Associate

Who we are 

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 London, 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!

What you’ll do:

• Develop and maintain operations analytics reports and dashboards to provide actionable insights that support data-driven decision making for senior leaders 
• Build and maintain reports, dashboards and visualisations to track key performance metrics and drive business decisions using SQL, Looker, Tableau, or other BI Solutions
• Oversee a portfolio of restaurant locations, with the goal of providing an industry-leading customer experience
• Guide customers on how to most effectively use the Otter suite of tools and technology to improve business results
• Help to build and shape the Otter Customer Success engagement model of the future leveraging automation and strategy
• Support Customer Success Manager to ensure account upselling and cross-selling targets are achieved within your team and overall portfolio
• Proactively identify customers that need follow-ups / check-ins to ensure high customer satisfaction and to prevent churn
• Act as an advocate for our customers to understand their objectives and collaborate with them to build performance success plans
• Own the customer experience and contribute to our product development
• Develop innovative strategies, tools, and methodologies to increase usage and Product stickiness for customers with low adoption
• Work with Otter Customers throughout UK and Europe

What we’re looking for

• A Bachelor’s Degree in Business, Economics, Big data, Engineering, Statistics or another related field OR equivalent work experience
• 1-2+ years experience in a Consulting/Success/Onboarding/or Analytics role in a Technology/Consulting/SaaS/Digital organisation
• Strong written & verbal communication skills in English, client-facing experience, and a customer-first attitude
• Highly structured work approach and the ability to manage multiple activities in parallel
• Strong project management and organisational skills
• Flexibility, including the ability to adapt quickly to changing priorities; capable of operating in an ambiguous environment.

Nice to haves:

• You have good knowledge of data analytics or visualisation tools: SQL or Python, Google Analytics, Excel, Tableau
• Experience in the food or SaaS industries is a big plus

Why join us 

Headquartered in London we’re a team that wears a million hats – constantly learning, innovating, and problem-solving. We're building the infrastructure for better food in every major city of the world, and need to hire the planet's smartest people. Come and join the world's fastest rocketship.🚀

• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. 
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.
• Rapidly growing Sales team: You’ll be joining a team that is scaling fast across the Europe
• Career development: We set you up for success with a 30-day hands-on training program to equip you with all of the skills you’ll need to succeed in sales. You’ll continuously learn about the market and industry trends.
• Did we mention unlimited commission? We offer a competitive and comprehensive incentive plan, including guaranteed on-target earnings, and unlimited commission.

Benefits
£38,000 - 44,000 basic salary
MacBook Laptop.
Monthly mobile phone allowance.
Pension Plan, Private Medical Cover, Dental Cover.
25 days annual leave.

What else you need to know

This role is based in our London office location. 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.