Associate Account Manager, Enterprise Restaurants

Wonder Group•Chicago, IL

6d•Hybrid

About The Position

About The Opportunity At Grubhub, we are committed to empowering restaurants and driving growth for our partners. As an Associate Account Manager on the Scaled Accounts team, you will serve as a dedicated advocate and trusted advisor for a portfolio of high-value enterprise restaurant accounts. In this role, you will play a critical part in protecting merchant sentiment, driving long-term retention, and elevating operational performance across large-scale restaurant brands. You will blend empathetic communication, data-driven problem-solving, and cross-functional collaboration to turn everyday operational challenges into opportunities for partner growth. If you are passionate about the restaurant industry, thrive in a fast-paced environment, and enjoy solving complex problems for strategic partners, we encourage you to apply.

Requirements

1–2+ years of experience in Account Management, Customer Success, Merchant Operations, or Client-Facing Support (experience working with restaurants or in high-volume SaaS/Marketplace environments is a strong plus)
Technical Aptitude: Tech-savvy with experience using CRMs (Salesforce, Zendesk), workflow tools (Jira), and standard productivity suites (MS Office, Google Workspace).
Enterprise Mindset & Customer Empathy: A strong, human-centered approach to client management with a passion for advocating for restaurant owners and resolving complex inquiries under pressure.
Informed Problem Solving: Ability to assess complex partner needs, trace issues to their root causes, and use performance data to tell a compelling story and drive solutions.
Clear & Professional Communication: Exceptional written and verbal communication skills; comfortable conducting high-touch phone check-ins, delivering executive-level updates, and managing difficult partner conversations with polish and tact.
Operational Adaptability: Proven ability to manage competing priorities in a fast-paced, evolving ecosystem while consistently meeting turnaround expectations and quality standards.

Responsibilities

Serve as a Consistent Partner: Act as a dedicated, trusted contact for enterprise restaurant accounts, helping owners and operators feel supported and confident in their Grubhub partnership.
Build Trust Through Communication: Establish strong relationships with partners by actively listening, anticipating operational needs, and providing clear, dependable follow-through.
Turn Metrics into Action: Review important metrics to help restaurant partners spot operational wins, challenges, and opportunities to grow their business.
Guide Issues to Resolution: Independently triage everyday merchant challenges from menu and account updates to payment or logistics questions, and collaborate thoughtfully with internal teams to resolve them.
Help Merchants Grow: Share personalized recommendations on marketing tools, promotions, and platform features to help partners reach new diners and boost order volume.
Offer Flexible Support: Provide tailored guidance when unique situations require creative flexibility beyond standard operating procedures. Use phone, email, video calls, and internal tools seamlessly to communicate in whatever way best supports the merchant.
Collaborate Across Teams: Partner closely with internal teams to deliver coordinated, high-quality support.
Maintain Operational Quality: Confidently navigate internal systems like Salesforce and document updates clearly to ensure clean account records and seamless service continuity.
Stay Curious & Adaptable: Approach new processes, tools, and pilot initiatives with curiosity and strong judgment, offering constructive feedback to continuously improve team workflows.