Client Success Manager

At SpotOn, we're helping small businesses and restaurants compete and win with technology to better connect with their customers. Think marketing software, website development, ecommerce, reservations, online ordering, digital loyalty, review management, and both retail and restaurant point-of-sale (POS) solutions.
In the last year, SpotOn has:

• Raised $300M in Series F funding (valuing SpotOn at $3.6 Billion)
• Earned awards for Great Places to Work and Built In's Best Places to Work
• Helped local businesses succeed with technology and support to battle through the labor shortage while also helping their employees earn more

This year, we're going even bigger-caring hard and moving fast down the path of high growth and positive impact.
That's where you come in.
We are looking for a Client Success Manager to join our growing Client Services team. This role is a blend of client support, strategy, project management and client advocacy with a major emphasis on communications with key enterprise partners like Madison Square Garden, LA Dodgers, NY Yankees, Live Nation, and many more. You will play a vital part in comprising a polished and cohesive approach to interfacing with key customers for the lifetime of the client relationship. You will serve as the "air traffic controller" guiding their projects, software development deliverables, renewals, upsells, and overall client satisfaction.
Responsibilities:

• Develop and maintain relationships with top decision makers at key clients to drive a high level of client satisfaction.
• Understand and Advocate for your roster of clients and act as an internal voice of their business operations, specific needs and ways of working so that our product works better for them.
• Project Manage developmental tickets with our internal programmers and developers to represent the needs of our clients in that developmental stage.
• Proactively partner with your roster of clients on weekly calls, monthly meetings, and regular business reviews.
• Own end of season reviews, quarterly and year-end business reviews and work collaboratively with sales, sales support and other departments to provide updates to the clients to include but not be limited by:
• Industry best practices
• Review of current operation success and areas of recommendation to enhance
• Consultative approach on improving the client operations as it involved payments, POS, ordering, employee management, food and beverage and retail transactions enhancement, and other transactional technology
• Identify pain points in client's business operations as it involves POS or payments technology and assemble thought leadership from within SpotOn to find solutions
• Drive Client Engagement through an understanding of when to engage, who to engage and the appropriate method for the circumstances
• Work closely with the SpotOn product team as a Client Advocate to develop innovative solutions and integrations for both current and prospective clients
• Communicate schedules, updates, status, major decisions, risks and blockers related to development tickets
• Contribute to the development of product strategies
• Build relationships and influence others to get things done and drive decision making
• Seek to build a strategic relationship with your roster of clients which ultimately lead to SpotOn being seen as a strategic partner and helping sales retain and grow the business.
• Be an equal co-leader on your accounts with sales, sales support, and customer success while building productive and collaborative relationships.

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.

• 3-5 years of Client Success, Services, or Support within a SaaS company or Technology Consulting
• 3-5 years planning and managing project initiatives or delivering systems
• Experience with projects involving solution development based on web or mobile application architecture

• Experience translating requirements into optimized designs and identifying alternatives
• Excellent teamwork skills including written and verbal communication skills
• Willingness to complete a moderate amount of travel to client sites
• Metrics driven decision making
• Excellent relationship building skills
• Excellent presentation and speaking acumen
• Capable of balancing short term and long-term goals and aligning same with company growth targets.
• Ability to project manage many different priorities and work proactively to achieve goals
• Ability and experience working across organizations from c-suite to functional levels and within technical areas of a SaaS type company.
• BA/BS in business, data science, technology, or related field.
• Excellent communication skills

Compensation:

• Our base pay range starts at $80,000 - $100,000 for this role
• Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
• Offers will be reflective of the candidate's location and experience.

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
• Stock Options
• Paid vacation, holiday and sick time
• Headspace membership for guided meditation and stress relieving tools through the Sequoia App*
• Employee Resource Groups for Diversity and Inclusion, Women, LGBTQIA+, and other communities
• Monitor, Keyboard, and Mouse needed for your home office? We got you
• Monthly cell phone and internet stipend
• Unlimited access to virtual audio and visual workouts through the Sequoia App*
• Subscription to Linkedin Learning to expand your knowledge on all kinds of fun topics
• Tuition reimbursement for up to 2k per calendar year to assist with classes of your choice

* for those enrolled in the Anthem plan
SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.
SpotOn is an e-verify company.