Customer Success Manager

Job Description:

At Tattle, we’re revolutionizing the hospitality industry with the only Customer Experience Management Improvement (CXI) platform designed specifically for this sector. Our AI-driven platform collects omnichannel guest feedback to provide holistic operational insights and actionable strategies to elevate guest satisfaction recommended by our very own and the CX industry’s only AI Coach. Through partnering with industry leaders like Chili’s, Freddy’s, MOD Pizza, and 250+ more brands across 12,000+ locations, we empower our restaurant operations to make the most strategic decisions to improve the guest experience and drive revenue. 

To be based wherever you want really (we’re in NYC sometimes!), we are looking for a highly organized and motivated individual to join the Customer Success Team. You will be responsible for not only managing the success of the relationship for long-term value but also ensuring their customers’ success with the Tattle platform. You will work closely with the customer to ensure a successful onboarding experience, as well as guiding the customer on continued platform adoption, training, and identifying potential future add-ons. The successful candidate will empower our customers to solve top Customer Experience business challenges by helping our customers turn CX analytics into action.

Responsibilities

• Manage post-sales activity for Tattle's customers through touch points that require product knowledge, planning, project management and the ability to quickly build rapport
• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives
• Leverage high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses
• Develop, test, and iterate on scaled playbooks and engagement strategies
• Analyze customer data to create and execute engagement strategies within your customer portfolio
• Proactively identify and flag churn risk and work proactively with broader account team to mitigate
• Partner with Sales and Marketing teams to provide effective customer engagements
• Function as the voice of the customer, identifying customer patterns, product features, and providing internal feedback on how Tattle can better serve our customers
• Work with our customers to create customized actionable plans by on the insights our platform provides

Skills

• You have at least 2-3 years of account management experience engaging, working, and presenting directly with clients
• You are a team player and customer advocate motivated by helping others succeed
• You know how to listen to the customer and translate their business needs into provide a personalized consultation
• You're highly data-driven and intrigued by the challenge of delivering an awesome Tattle experience to thousands of customers
• You're a go-getter who thrives in a fast-paced environment, embraces change and takes the initiative to get things done
• You are stellar at customer presentations in onboarding, data insights, and upsell opportunities

Benefits

• Full medical, dental, vision package to fit your needs
• 20-day open vacation policy; work hard and take time when you need it
• A fun team who truly enjoys each other; constantly improving and collaborating to make sure that we all move forward together
• The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges