Client Success Associate

Summary

Join Ameego, a restaurant industry software solution company, as a Technical Client Success Associate. You will provide technical assistance to hospitality clients, ensuring effective platform use. Responsibilities include troubleshooting issues, delivering training, and improving client experience. You will build strong relationships, gather feedback, and identify opportunities to enhance client success. The role requires strong technical troubleshooting and problem-solving skills, excellent client communication, and collaboration with engineering teams. Experience in the restaurant or hospitality industry is preferred. Ameego offers remote work flexibility, cutting-edge tools, and various benefits.

Requirements

• 3+ years Technical Troubleshooting and Problem-Solving experience: A strong technical background is essential, with demonstrated ability to diagnose and resolve complex technical issues, including those related to integrations, syncs, partner integrations, and platform anomalies. This involves comfort with remote system access and technical analysis
• 3+ years experience Client Communication and Support via phone, email, video meetings, and remote-in sessions: Candidates must possess excellent skills in clearly and empathetically communicating with clients, providing technical assistance, and handling escalated issues
• Experience collaborating with Engineering Teams: Experience working cross-functionally with engineering teams is crucial. This includes troubleshooting, collaborating on solutions, and providing testing and feedback on new product functionality

Responsibilities

• Efficient resolution of technical issues
• Assists with escalated technical support issues (troubleshooting syncs, partner integrations, platform anomalies, etc.)
• High client satisfaction and retention
• Comfortable working with clients to address platform issues
• Strong collaboration with engineering
• Collaborate with engineering team on new platform functionality including testing and feedback
• Provide technical assistance to Ameego Clients
• Using technologies like Zendesk to support clients with platform challenges
• Strong technical background - experience with supporting integrations, technical troubleshooting, etc
• Ability to work with Engineering team to troubleshoot, collaborate with, and ultimately fix client issues
• Comfortable working with clients directly to help troubleshoot technical issues (remote system access, remote troubleshooting, technical analysis)
• Testing and feedback of new product functionality
• Knowledgebase creation
• Comfortable with learning new technologies and streamlining operational processes (adopting and embracing AI)

Preferred Qualifications

• User Experience: 2+ years experience managing in a restaurant or hospitality environment OR experience troubleshooting restaurant/hospitality SAAS platforms
• Adaptability and Tech Fluency: The ideal candidate should be comfortable with learning and adopting new technologies, tools, and AI-driven processes, and be able to adjust quickly to evolving systems

Benefits

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• You’ll also have access to a wide range of benefits that include - a very generous paternity leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities