Customer Success Associate at Resy

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WHO WE ARE:

Resy is the American Express global dining platform. Our mission is to power the world’s best restaurants, using technology to imagine the future of hospitality. We serve 5,000 restaurants globally.

Our customers discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners are insiders, and we love having them at the table.

We’re hiring, too. Interested in joining our team of restaurant-obsessed explorers? Right this way.

ABOUT THE ROLE:

The primary function of the Customer Success Associate (CSA) role is to empower and advise the medium-touch segment of our restaurant base. The goal is to drive tangible business outcomes using our table management platform.

The CSA book of business is focused on 1:1 relationships with high-value customers in earlier-stage, non-priority markets. These markets are more nascent in that we have a lower market penetration, and thus fostering relationships with key restaurant partners in these cities is critical to the growth and eventual tipping-point of the market. CSMs will take a proactive outreach approach to strengthen these relationships, drive product adoption & engagement, advocacy, and become a trusted advisor. 

CSAs leverage data insights to nurture advocacy and produce thought leadership in guiding the strategy & tactics paramount to success. The CSM is a resource to the Customer Success Associate team and works closely with stakeholders across the organization. This role requires collaboration with Support, Implementation, Sales, Product, Data, and Accounts teams.

This posting is for our Charleston, SC office or a remote US position. If in Charleston, the position will begin as remote. If remote, residence in Boston, Chicago, Portland, San Francisco, Seattle, or Washington DC is preferred.

WHAT YOU'LL DO:

  • Identify customer expectations, values and desired outcomes and create a manageable Success Plan with the customer
  • Execute Proactive and Predictive account management
  • Be a client-facing trusted advisor
  • Nurture advocacy with Book of Business
  • Deepen product knowledge and use-cases, including familiarity with the product roadmap and schedule
  • Identify and qualify engagement opportunities: Up-sells, Cross-sells
  • Identify and overcome objections
  • Gain competency with churn de-escalation and appropriately manage customer departures

WHO YOU ARE:

  • 2+ years in a customer-facing or -experience role
  • Excellent written and verbal communications 
  • Exceptional organization and time-management are critical to this role 
  • Proficiency with data analysis required (i.e. Looker, Tableau, Excel) 
  • Restaurant or Hospitality experience preferred
  • Experience with Salesforce, MS Office Suite, iOS, Atlassian a huge plus

Resy is committed to Equal Employment Opportunity through attracting and retaining a diverse team of employees and creating an inclusive environment for all. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • Objective - CLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • RESTFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • RedisDatabases
    • RDBMS and Database DesignDatabases
    • RealmDatabases
    • KafkaDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • WordpressCMS
    • SalesforceCRM
    • Campaign MonitorEmail
    • MailChimpEmail
    • SendGridEmail

Location

222 Broadway, New York, NY 10038

An Insider's view of Resy

What are some social events your company does?

I am all about family meal! Every Friday, we order lunch from one of our restaurants and everyone from engineering to sales comes together to eat. We get to catch up across departments to talk about work and the weekend. We’re not all restaurant industry vets, but we all appreciate good food and the experience of enjoying a meal with friends.

Tess

Senior Regional Success Manager

What's the biggest problem your team is solving?

We're growing fast at Resy, and we're building products the restaurant industry hasn't seen before. One challenge is to maintain quality in our code & testing as we move quickly. Our engineering team leans on unit tests and we have a lot of automated integration tests. I'm excited to see how holding on to these values will impact our ecosystem.

Koffi

Senior Software Developer

What are Resy Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Resy's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to $2,700 annually.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
In addition to our Equinox subsidy, Resy also provides a wellness stipend up to $900 per year.
Retirement & Stock Options Benefits
401(K)
Company Equity
Resy offers all employees stock options.
Child Care & Parental Leave Benefits
Generous Parental Leave
Resy offers up to 12 weeks of paid parental leave for all new parents with at least a year of service, plus 8 weeks of transitional time, where new parents can work 4 out of 5 days at full pay.
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Resy offers a flexible vacation policy and encourages employees to take a minimum of 20 days per year.
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Resy offers pre-tax commuter benefits for all employees
Company Outings
Stocked Kitchen
Some Meals Provided
Resy provides catered Family Meals every Friday, primarily from our restaurant partners.
Happy Hours
Resy provides monthly company sponsored happy hours.
Pet Friendly
Fitness Subsidies
Resy offers discounts at Equinox Fitness Clubs.
Professional Development Benefits
Job Training & Conferences
Resy provides an annual professional development budget for all full time employees.
Lunch and learns
Promote from within
Mentorship program
Time allotted for learning
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