Otter is hiring a
Customer Operations Associate

Summary

Join us on our mission to build a better infrastructure for food! We're Otter, a fast-moving restaurant technology company that builds solutions to help our partners succeed in delivery. As a Customer Success Manager, you'll oversee a portfolio of restaurant locations, provide actionable insights, and drive business decisions using data analytics tools.

Requirements

• 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

Responsibilities

• 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

Benefits

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