About us
Opus is the leading mobile-first training platform for restaurant & hospitality staff. We are a team of service industry veterans + tech professionals on a mission to create a world where every frontline worker has a good job.
About the role
Delighting every executive, manager, and frontline employee that touches Opus is what we’re all about. To this end, we place high importance on customer success: driving high utilization of the platform by building strong relationships and tracking key metrics.
As a Customer Success Manager, your job is to guide and advise customers with an eye towards building trust and knowledge of our product. You'll also help refine repeatable processes that we utilize - internally and externally - to help us scale and create a truly unique customer journey.
This is an opportunity to help build the foundation of customer experience here at Opus.
Responsibilities
Lead our self-service product experience, ensuring we remove barriers to users’ training while they are at work.
- Monitor and service product-related inbound emails, calls, and live chats with platform users within required SLA
- Troubleshoot technical issues raised by customers, and provide customer feedback
- Support onboarding of new customers during implementation and training calls
- Update and improve the quality of our self-serve knowledge base and educational materials
- Execute on projects that improve the success team’s effectiveness
- Participate in on-call rotation alongside the Customer Success Team for off-hours coverage
- Partner cross-functionally on projects to improve the customer experience via feedback, insights, and internal process improvements
Qualifications
- 1+ years in a Customer Success, Relationship Management, Account Management, or similar role
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Experience working with customers with multiple units and stakeholders within an organization
- Exceptional communication skills, highly organized, collaborative and detail oriented
- Experience working in a hospitality environment is a plus
- Familiarity with productivity tools such as Salesforce, Intercom, G Suite and Zoom a plus
- Based in New York tri-state area (hybrid) or CA (remote)
Benefits & Compensation
Compensation
- $65K-75K (based on experience level)
- Stock Option Grant
Competitive Benefits
- Full health insurance (medical+dental+vision) - 100% paid for by Opus
- Phone stipend
- FSA benefit
- ClassPass
- Commuter benefits
- Generous PTO and parental leave