Otter US/CAN - Customer Operations Manager - Los Angeles - 777 Tower HQ

Job Description

• Serve as a trusted advisor on a portfolio of customers through the journey of, training, day-to-day management, delivery strategy and upselling into value-added products and services • Conduct regular check-in calls, use data to track customer performance and own customer strategic business reviews for alignment of objectives and outcomes • Quarterback customer risks and escalations end-to-end, including working cross-functionally with internal teams to create & execute on action plans that mitigate customer churn • Act as the voice of the customer to Product and Engineering teams, synthesizing feedback, analyzing data to build insights, and ensuring Otter delivers the most customer-obsessed products • Facilitate the growth of the Otter business through collaboration with internal teams on a variety of ad hoc projects, as needed

Qualifications

• Analytical Problem Solver: data-driven, capable of root cause analysis, prioritization • Hustler: bias to action, sense of urgency, calm, creative solutions; self-driven, proactive at identifying and executing on opportunities • Leader: empathetic, clear communication, community builder • Process Builder: scale in mind, logical, system oriented

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service