Customer Success Specialist - San Francisco, United States - Rippling

Description

Very unique opportunity to be on the ground floor at a fast-growing seed startup with

strong product-market fit (hundreds of paying customers, #1 in G2 category, top-tier

investors, etc)
Hybrid role

with 3 days/week at our office in San Francisco (5/days week during training)

ABOUT PERFECT VENUE

Private events and catering make up about a third of restaurant revenue and are often the highest-margin revenue stream .

However, many restaurants manage this critical revenue stream using home-brewed manual processes that rely on poorly organized spreadsheets, cumbersome Word templates, and handwritten credit card authorizations.

Errors can be costly and severely harm a restaurant's bottom line. In short, restaurants are managing a sales process without a CRM and losing money as a result.

Big restaurant chains have already recognized this and are using event management software solutions that are decades old, complicated, and expensive.

This puts

local restaurants between a rock and a hard place

when it comes to managing their most profitable revenue stream.
We're changing that.

Perfect Venue exists to help local restaurants compete with big chains.

We do that by providing local restaurants with an affordable and beautifully designed tool that makes booking events effortless.
Our event management software is just the beginning .

We plan to build a marketplace (à la Airbnb, OpenTable) to help guests book restaurants and expand to other types of venues (Hotels, Event Centers) and other types of businesses (Caterers, Florists) in the future.

We may be biased, but there has

never been a better time to join our team . We have a strong product-market fit, with hundreds of customers nationwide and the backing of top-tier investors.

Despite this success, we are still a small team, which means that you will have an outsized impact on our ability to achieve our mission and a lot of autonomy.

Recently featured in

TechCrunch

, Fortune, Axios, Eater, and others.
OUR CULTURE & VALUES
We love helping people.

Above all, we see our job as solving our customers' problems. Small business owners work tirelessly to serve their customers, and we work just as hard to serve them. We are competitive and love to win; someone once described us as "low-key Type-As".

Here are some of our core values:
We're customer obsessed
We build exceptional products
We FITFO
We play to win
We think like scientists

THE OPPORTUNITY
We have customers all over the country paying hundreds of dollars per month and are
backed by leading investors, including the 1st investor in Zoom and top Silicon Valley
investors. We've made great progress, but we are still a small team, so you'll have lots
of autonomy and responsibility from day one.

Every day, you will collaborate with restaurants and venues across the country to adopt Perfect Venue as the best solution for streamlined event management.

Furthermore, you will assist customers in leveraging our various features, answer their questions, and provide advice on maximizing their product use to boost their event business.

RESPONSIBILITIES

Onboarding:
Help new customers get acquainted with the product by guiding them in the onboarding process.
Organizing data migrations
Conducting customized onboarding call

Support Customers:
Respond to customer questions
Create and manage our Frequently Asked Questions page so customers can more easily answer questions on their own
Collect and organize customer feedback
Serve as the internal voice of the customer and provide thoughtful insights to our product team

Account Management:
Monitor customer adoption and usage to identify upgrade opportunities and prevent churn
Provide thoughtful recommendations for customers on how to use Perfect Venue better to improve their events business
Be flexible
We're a startup - so things are always changing. Somedays, you may be doing the above; other days, you're helping with sales, and other days you're putting out the latest fire

REQUIREMENTS
About You
You love teaching and seeing others succeed.

You've spent several years working as an event sales manager and can share that knowledge with restaurants all over the country to help them take their events business to the next level.

You believe that the restaurant's success is your success.

You're excited about innovation in the events industry and want to help build the next generation of tools that restaurants will use for years to come.

You are drawn to challenges and can develop new processes and iterate and improve existing ones. However, if you don't know how to do something, you will FITFO.
Need to Haves
3+ years experience in customer success, support, account management or onboarding
Experience training others in a professional context
Strong attention to detail
Stellar written and verbal communication skills
Patient and empathetic- it's easy to put yourself in someone else's shoes.

Passion for understanding restaurants' needs, providing recommendations on how best to use our software, and acting as a consultant to provide high-quality recommendations.

Nice to Haves
Experience in

restaurant event sales or management.
Experience with event management software (Perfect Venue, Gather, Tripleseat, Planning Pod, Caterease, etc.)
Experience with Vitally, Hubspot or similar CRM's
Experience making proposals and BEOs

Lover of making systems more efficient, taking a manual process and automating as much of it as possible while also providing stellar customer service.

You love to cook (or eat)

Location:

This is a hybrid role which will be in our San Francisco office 3 days per week and 2 days remote.

Meaningful stock options in a growing technology company
Medical, Vision, and Dental Insurance
Complimentary One Medical membership for you and your family

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