Associate Restaurant Success Manager - Latin America

OwnerLatamRemote

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About

Owner.com

Owner is the all-in-one platform that restaurants use to succeed online. Thousands of restaurant owners use our tools to build their website, drive online orders, create their own branded app, manage their customer relationships, and set up marketing automations. You can think of it as Shopify meets HubSpot, but specifically for restaurants. Learn more about the problems we are solving for our customers here. 🌎

Our vision

We’re starting by helping independent restaurants succeed online.But it’s not just restaurants that need our help. All local service-based businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.So, once we nail the solution for restaurants – we’ll scale it into every other local business type.In the future we envision, we’ll build the technology that tens of millions of local business owners need to succeed in the digital age.⭐

Our team

Our team grew from 40 people to 90 people in 2023. We’ve got top talent from the most successful companies in SMB software like Shopify, HubSpot, DoorDash, ProCore, and ServiceTitan.We’re scaling even faster in 2024 to keep pace with our customer growth.🚀

Our traction

In just over 3 years we've generated tens of millions in revenue, served millions of guests, and have processed hundreds of millions of orders.More importantly, we’ve helped thousands of restaurant owners save their businesses - and not only survive, but thrive.🫵 Why we’re looking for youAs an Associate Restaurant Success Manager at Owner you will act as a restaurant owner’s consultant, guide, and Owner specialist. You will be responsible for nurturing your portfolio with a particular focus on increasing their online sales and reducing churn.

You will build personal connections to the customers you serve and be able to anticipate their needs and execute on them proactively. The knowledge you gain in this role will become an asset to you and the company more broadly. Your customer interactions will help you provide feedback to shape the future of our product and offerings.This is a fast-paced, KPI-focused role so attention to detail is key – your days will be spent balancing customers in different stages of their lifecycle and helping them use Owner in the most advantageous way.This is a proactive role so confidence around picking up the phone and sending an SMS to customers is critical to everyone’s success. You will be seen as the online ordering expert so they need to connect with you regularly and trust that you have their best interests at heart.We use Planhat to log all activities. Your success will be measured by your ability to engage with your portfolio, the additional revenue you generate for them, and your ability to keep churn as low as possible.This role is 100% remote, based in Mexico or Colombia.

💻 The impact you will have

Ensuring your customers are successful in their first 90-days.
Recognizing and proactively engaging with partners who are at risk of churn.
Managing churn requests within your portfolio and collecting feedback to prevent future churn.
Working closely with our Launch and Support teams to ensure a world-class partner experience.
Become an expert at resolving any customer issues brought to your attention with the help of the Support team (Menu updates, coupons and promotions, updating hours, website updates, etc).
Be able to turn a negative into a positive. When a customer comes to you with frustrations, it’s your responsibility to empathize with them, own the issue, craft a solution, execute the solution, and follow up to ensure the issue doesn’t resurface.

✅ Minimum requirements

2-years in an Success role
Proven track record (2+ years) in account management or full-cycle sales.
You practice what you preach. You’re a market expert in the food/hospitality and technology space, you’re up to date on the trends and competition, and you’re willing to invest in your team to help them learn from you.
You’re someone who goes above and beyond for your customers, comfortable putting on a support hat (when needed), and have excellent communication skills (verbal and written).
You invest in your own personal growth and development.
It’s a plus if you’ve worked in a restaurant in your career.
Full written and speaking fluency in English is required, C1/C2 preferred.

🏆 Pay and benefits

The estimated base salary range for this role is $30k-35k USD depending on experience.
Other benefits include comprehensive health coverage, 100% remote workplace, unlimited PTO - plus extra fun perks!

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