Client Success Partner (Seattle)

At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.  

Recently, SpotOn was:

• Named one of Fast Company’s Most Innovative Companies of 2024
• Awarded Great Places to Work and Built In’s Best Workplaces for the third year in a row
• Selected as the Best Overall Restaurant POS by NerdWallet 
• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We’re committed to caring hard and moving fast so that we can continue to grow and make a positive impact together. 

That’s where you come in. 

We are seeking a highly skilled and client-focused Client Success Partner to join our team. This position emphasizes account management within the Seattle territory, with a strong focus on client retention and driving referrals. This role requires strong interpersonal skills, a customer-first mindset, and the ability to work collaboratively with cross-functional teams to provide timely and effective solutions.

Essential Functions: 

• Develop and nurture meaningful connections with clients in person to build strong, long-lasting relationships 
• Develop and implement strategies to generate referrals from satisfied clients
• Identify opportunities to upsell additional products or services to existing clients based on their needs and preferences
• Visit clients in person to address and resolve escalated support tickets and conduct on-site health check-ins to ensure client satisfaction 
• Deliver comprehensive in-person training sessions for clients to effectively use the SpotOn software and its features
• Provide exceptional customer service throughout all interactions with clients leading with empathy and a customer-first approach 
• Collaborate cross-functionally with other teams to diagnose and troubleshoot complex issues, ensuring swift and effective resolutions
• Communicate technical concepts and solutions to non-technical users, building their understanding and confidence in the system
• Periodically perform the installation and configuration of SpotOn hardware and networking devices
• Conduct on-site surveys to determine hardware placement, verify low-voltage wiring, and identify power outlets' locations
• Conduct business reviews, virtually and in person

Qualifications:

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory. 

• Ability to travel and work on-site at various merchant locations in the Seattle area
• Must have access to a car (you will be reimbursed for gas and milage)  
• Minimum of 2 years of management experience working in the restaurant industry
• Minimum of 2 years experience building and maintaining strong relationships with clients, ensuring a positive and satisfactory experience
• Minimum of 1 year of experience delivering in-person training sessions
• Familiarity with various hardware and networking devices, including terminals, handhelds, printers, and peripherals
• Familiarity with low-voltage wiring principles, identification, and verification of wired connections
• Excellent interpersonal and communication skills, with the ability to connect with merchants and address their concerns effectively
• Strong proficiency in troubleshooting hardware and software issues, with a solid understanding of low-voltage wiring and power outlets
• Strong problem-solving skills and the ability to handle support escalations in a calm and professional manner
• Proficiency in training end-users in software applications, preferably in a face-to-face setting
• Ability to work independently, utilize independent discretion, manage time effectively, prioritize tasks to meet deadlines and effectively resolve support issues
• Ability to travel and work on-site at various merchant locations as needed
• *SpotOn Restaurant POS experience is a huge plus!

Benefits:  

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which in