.At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.Recently, SpotOn was:Named one of Fast Company's Most Innovative Companies of 2024Awarded Great Places to Work and Built In's Best Workplaces for the third year in a rowSelected as the Best Overall Restaurant POS by NerdWalletRated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra usersWe're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.That's where you come in.Job DescriptionManaging restaurant accounts via Salesforce case assignment, At Risk resolution, proactive touch base campaigns, and building positive relationships using Zoom and telephone communications with timely follow-up using professional email communications. Identifying customers' needs, clarifying information, researching every issue, and providing solutions. You will be responsible for overseeing a particular team or product, with an emphasis on task completion and merchant education on the system and resources available to them. Assisting team members with properly helping merchants navigate SpotOn departments to resolve any outstanding issues.ResponsibilitiesPath of escalation for Grade B accounts using collaboration, coordination, and facilitation of other teams to ensure permanent and acceptable resolution is delivered.Manage all escalations, retention, and At Risk for Grade B accounts and support Grade B in collaboration with CSM 1.Committed to focusing efforts toward a proactive approach toward retention to avoid serious escalations by establishing early relationships and trust to quickly identify potential pain points before the retention or escalation phase.Increase merchant satisfaction while meeting all KPI's/metric standards as relayed by Client Success leadership.Monitoring self-performance initiating action to strengthen the team and assisting in peer-to-peer training.Retention of accounts that are at moderate to high risk for cancellation.Follow through the entire inquiry process to a permanent resolution to ensure full customer satisfaction.Coordinate, collaborate and facilitate with all SpotOn departments to ensure merchant requests/concerns are handled timely and appropriately.Update and maintain client accounts with exceptional record keeping for partner visibility to preserve the existing business.Vigilant oversight regarding accounts At Risk related to alerts showing client requests/issues or potential cancellations.Impeccable emotional intelligence and customer service skills including strong written and verbal communication