Role: Customer Success Partner

Direct Report to: Senior Director, North America

Colleague Supervision: Spoonfed has a horizontal leadership structure, in which employees are trained and are accountable to their colleagues. This role has no line supervisor at this time.

About Spoonfed: A software platform for the ordering and management of corporate and hospitality catering. We are recognized as a highly efficient solution for caterers – contributing to both staff and customer satisfaction. Customers include well-known contract caterers (some of the largest catering businesses in the world), retail and restaurant chains. For more information visit www.getspoonfed.com.

We have a staffed office in Denver, Colorado & our headquarters in Glasgow, Scotland. Our software is deployed in the US, Canada, United Kingdom, Australia, France and more.

Core Function: Ownership of the Customer Success process.

• React quickly to Caterers questions through our help chat, Intercom:
  • Create a friendly and engaging environment for Caterers
  • Quickly identify issues with their accounts
  • Problem-solve rapidly to provide actionable answers
  • Follow-up on any lingering questions, no matter the length of time
• Proactive engagement with Caterers through screen sharing, Zoom calls and new Help article creation:
  • Identify Account Setup changes which benefit the Caterer’s Organization in the long-term
  • Address system knowledge gaps rapidly and propose appropriate training, as-needed
  • Notify new Spoonfed Users of their Support Chat features, articles and other potential engagement routes
• Give Active Feedback in the Customer Success process to maintain Spoonfed’s world-class service:
  • Provide feedback on repeat issues through the correct channels
  • Recommend further developments to ease the burden of Customer Success, without off-loading onto other Departments
  • Collaborate with the full Customer Success team on further developments to internal processes, for improved outcomes

Your Background

• Educated to an Associate’s degree level
• Candidates with exceptional technical & personal skills will be considered on a case-by-case basis
• Preference for those with a restaurant, hospitality or catering background
• An understanding of the value of Spoonfed Catering Software

You as an Individual

• Friendly and approachable
• Excellent communication skills with the ability to work with individuals across a broad spectrum of internal and external roles
• Flexibility to the shifting needs of a rapid-growth stage company
• Strong preference for team members that bring a diversity of perspectives and/or backgrounds to the team

Position Terms

• This position is a full-time, growth position
  • Individual will be hired into the Customer Success role
  • Career progression within 3-6 months into a Customer Success & Implementations, split role
• Wage of $38,500 - $40,000 per year
• This role is in office, with a review of partial work-from-home at 12 months
  • Our Denver, CO office is a shared office in the WeWork at: 1700 Lincoln St, Denver, CO 80211
• M-F Hours: 8 hour shifts with a 1 Hour Lunch Break
  • We’re open 8AM-6PM & shift times are negotiable to your lifestyle

Benefits

• 20 Days Paid Time Off per year
• 10 Federal Holidays or Flex Paid Time Off per year
• Healthcare Reimbursement after first 30 days ($411 / month)

How to Apply

• Please email your Resume, Cover Letter and 2 Work References to:
  • [email protected]
  • Subject Line: “Customer Success Partner Role: First Name Last Name”
• An email body, outlining your rationale and/or desire to work at Spoonfed, is a great substitute for a formal Cover Letter
• We will read and respond to all job applications on a rolling basis, and will remove this posting when filled

*Colorado is an Employment-At-Will State. At any time during or after a 90-day trial period, either employee or employer reserves the right to terminate the relationship per Colorado law. https://www.colorado.gov/pacific/cdle/employment-at-will