Are you a people-charming, problem-crushing, and high-fiving aficionado with a passion for creating unforgettable experiences? Look no further! We’re on the hunt for a Customer Success Virtuoso to join our team of rock stars and help take our customer relationships to new heights!
About Otto
We are Otto, an e-commerce platform tailor made for the eyecare industry. Our mission is to help independent eyecare providers run their businesses more efficiently and profitably so they can better compete in an increasingly hostile marketplace. We’re a group of fun-loving, hard-working, and customer-obsessed individuals looking for someone to join us in our quest for greatness!
The Role
As our Customer Success Virtuoso, you’ll serve as the conductor of the customer happiness orchestra. You’ll be responsible for building and maintaining strong, long-lasting relationships with our clients new and old, guiding them towards success, and ensuring that every interaction with our team is a standing-ovation-worthy experience!
Responsibilities
- Become the go-to person for customer inquiries, serving as their trusted advisor and number one fan. You’ll answer questions, provide guidance, and even perform occasional product demos to showcase the awesomeness of our offerings.
- Drive customer adoption and engagement by designing and executing tailored success plans, ensuring that every customer gets the VIP treatment they deserve.
- Collaborate with the team to make sweet music together and address customer needs, concerns, or requests.
- Monitor customer health and satisfaction, proactively addressing potential issues before they turn into a mosh pit of problems.
- Identify opportunities for account expansion and growth, turning our customers into raving fans and loyal advocates.
Requirements
- Proven experience in a customer-facing role, preferably in customer success, account management, or a similar field.
- Exceptional interpersonal skills – you’re a conversation starter, a relationship builder, and an empathy guru.
- Strong problem-solving abilities – you can turn a customer’s frown upside-down in record time!
- Superb written communication
- Excellent organizational and multitasking skills, with a flair for juggling multiple priorities without missing a beat.
- A passion for continuous learning and staying in tune with industry trends and best practices.
- Independent – you’ll be a department of 1, so you should be comfortable taking initiative, making decisions, and executing the work on your own.
- Self-starter – you’re proactive in identifying opportunities for us to do better and you cease them without needing to be told.
- Proficiency in Microsoft Excel – you know your way around a VLOOKUP
- BONUS: Experience using Slack, Hubspot, or Monday.com
- BONUS: You’ve found ways to use ChatGPT to enhance your work
- BONUS: Experience in or exposure to the eyecare industry
- MEGA BONUS: You speak French
Perks and Benefits
- Competitive salary and performance-based incentives – because we know you’ll be a superstar!
- Generous vacation policy and flexible work schedule – work-life harmony is our jam.
- Fully remote, so you can work from the beach or the basement, or anywhere in between.
- Opportunity to grow and gain experience in other areas, including marketing, sales, and business development
Compensation
- Competitive salary
- Equity in a fast-growing start-up with ample exit opportunity
- Opportunity to work with a dynamic and passionate team
- Flexible remote work arrangement, with freedom to work from anywhere on your own schedule
- Opportunity to shape the future of our company and the industry as a whole
How to Apply
Ready to rock the stage as our Customer Success Manager? Apply now!
Record a short video of yourself answering the following questions. Just be your natural self, limit your answers to 1-2 minutes, and don’t worry about production value. We just want to see you be you!
- Introduce yourself: Provide a brief introduction, including your name, background, and why you’re interested in joining Otto as the Customer Success Manager.
- Key skills: What skills and experiences do you possess that make you a strong candidate for this role?
- Aspirations: Where do you see your career heading in the next 3-5 years, and how does gaining experience in multiple business areas align with your long-term career goals?
Submit your video and a copy of your CV to jobs@ottooptics.io