Customer Success Manager, Ottimate
Mid Market
$110-115k
OTE
More information about location
AP automation AI software
Job no longer available
AP automation AI software
201-500 employees
Job no longer available
$110-115k
OTE
More information about location
201-500 employees
Company mission
To make life a little easier for anyone eager to spend less time on AP and more time growing their business.
Role
Who you are
- 2-4 years of Customer Success experience, ideally in a FinTech software/SaaS with enterprise clients and owning a $1M+ portfolio
- Strong commitment to customer success, focusing on long-term relationships and delivering value-added solutions
- Proven ability to independently manage diverse accounts, prioritize tasks, and balance multiple priorities in dynamic environments
- Consistent track record in executing strategic routines to drive business outcomes and maintain proactive customer engagement
- Excellent communication and interpersonal skills, fostering collaboration
- Proficiency in project management, strategic thinking, analytics, and negotiation
- Experience with CRM software (e.g., Salesforce) and other sales tools for effective customer interaction management. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
- Ability to utilize data analytics to inform decisions and enhance customer success strategies
- Effective problem-solving skills, ensuring timely resolution of customer issues
- Ability to lead cross-functional engagements to achieve business goals and enhance customer outcomes
- Familiarity with financial and accounting concepts; experience in restaurant or hospitality industry beneficial
- Ability to explain Ottimate's technical products to customers
- Demonstrated empathy and emotional intelligence
- Proactive in seeking personal and professional growth, staying updated with industry trends and best practices
- Adaptable to changing business needs, overcoming challenges in fast-paced environments
What the job involves
- As an Enterprise Customer Success Manager (CSM) at Ottimate, you will be 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
- 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
- Relationship Management: Manage a portfolio of strategic Enterprise customer accounts, building and maintaining strong, multi-threaded relationships with key stakeholders, including C-level executives, finance teams, and operations teams
- Revenue Growth: Develop and execute account plans and strategies to drive revenue growth and achieve sales targets. Identify and close upsell and cross-sell opportunities within existing customer accounts, effectively persuading and influencing customers through the presentation and sale of complex solutions
- Strategic Thinking and Analytics: Utilize analytical skills to analyze customer usage and engagement, identify trends, and derive insights to drive strategic decisions that enhance business outcomes and customer success
- Client Advocacy: Act as an advocate for clients within the organization, conveying their feedback, needs, and concerns to relevant teams. Leverage customer feedback and insights to drive improvements in products, services, or processes, aiming to reduce churn and increase customer satisfaction
- Cross-Functional Collaboration: Collaborate with internal teams, including Sales, Customer Success, Marketing, Finance/Billing, and Product, to ensure customer satisfaction and resolve any issues or challenges
- Business Reviews: Manage regular business reviews with customers to review performance, measure client value, identify opportunities for improvement, and present new products or features. Maintain a proactive and flexible approach to customer touch points
- Operational Excellence & Strategic Solutions: Handle multiple accounts and tasks effectively, ensuring project milestones and goals are met, while tackling challenges head-on and implementing effective solutions to achieve business goals
- Account-Based Marketing: Collaborate with the marketing team to develop and implement account-based marketing strategies to drive customer engagement and retention
- Client Travel & Interactions: Prioritize face-to-face interactions with key clients through regular travel, and attend industry events and conferences to stay informed about market trends and to network with existing and potential clients
Application process
- Stage 1. Applied
- Stage 2. Review
- Stage 3. HR Phone screen
- Stage 4. Hiring manager review
- Stage 5. Interview with hiring manager
- Stage 6. Interview with leadership team
- Stage 7. Offer
- Stage 8. Hired
Our take
Accounts payable is a cumbersome side of financial management for the hospitality and restaurant sectors. High volume of deliveries of variable frequencies and size, along with the substantial chance of damage to perishable items, means that keeping track of short-term credit to various sellers is a tricky business. With belts having been drastically tightened across the hospitality sector in recent years, labor-intensive paper invoicing and back-office administration no longer cuts the mustard.
Ottimate's (previously Plate IQ) solution is to effect digital transformation across B2B payments and accounts payable in the hospitality sector. The company’s VendorPay allows customers to make payments directly to over 200,000 vendors straight from their AP platform, thereby streamlining and resolving the late payments issue that’s been growing steadily in the sector over recent years.
Margins in the sector are famously tight, so even the most modest of operational improvements can make substantial gains for hospitality businesses. Indeed, over 30,000 restaurants, hotels and grocery chains across the US are using Ottimate’s platform, including leading brands such as Best Western, Holiday Inn and Foodtown.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
29% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2021
$160m
SERIES B
Mar 2017
$4m
SERIES A
Total funding: $164.5m
Company benefits
- Health & Retirement: We offer comprehensive medical, dental, vision coverage as well as a 401(k)
- Paid Time Off: We offer plenty of vacation and personal time off to give you the time to step away, unwind, and recharge
Company HQ
SoMa, San Francisco, CA
Leadership
Barrett Boston
(CEO)Previously CRO & Executive Officer for TriNet. Before that, they were the President of Americas with TravelClick and Vice President at IBM.
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