Associate Account Manager, SMB Accounts

Wonder Group•Chicago, IL

3d•Hybrid

About The Position

About Grubhub At Grubhub, we believe food is more than just a meal: It’s a source of discovery, connection, and pure enjoyment. There’s a time and place for every type of dish, from hidden neighborhood gems to tried-and-true favorites, and we exist to connect people with the food they love in all the ways they like to dig in. We’ve been at it since 2004, but now, as part of Wonder, Grubhub is operating with a renewed sense of momentum and the high-velocity energy of a powerhouse startup. As a leading U.S. ordering and delivery marketplace, we feature over 415,000 merchants in more than 4,000 cities, creating the ultimate food experience by elevating online ordering through innovative restaurant technology, easy-to-use platforms, and an improved delivery experience. We are constantly finding new ways to innovate—from integrated grocery delivery with groceries powered by Instacart to exclusive loyalty programs. Join our team, based out of New York City, Chicago and Denver, and help us give our diners the exceptional value they deserve. Job Description About The Opportunity As an Associate in the Restaurant Success team, you will play a pivotal role in supporting and nurturing relationships with restaurants within the SMB organization. Your primary responsibility will be managing an assigned book of business, with a focus on retention and engagement. You will serve as the key contact for restaurants, working to resolve issues, improve satisfaction, and drive long-term partnerships.

Requirements

1-2 years of customer service experience.
Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs.
Strong verbal and written communication skills; ability to communicate clearly, appropriately, and professionally to clients/internal audiences
Comfortable making outbound calls on the phone
Expertise in problem-solving skills – identifying root causes, customer needs, and providing solutions quickly and efficiently in real-time
Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
Must successfully complete training for this role and demonstrate proficiency in the material learned
Positive attitude, reliability with good attendance and punctuality, operational know-how, team spirit, and commitment to the job
Be flexible while handling assignments and prioritize as needed by the business

Nice To Haves

Experience working with restaurant owners is a major plus.
Restaurant experience is also a plus!
Experience with Salesforce.com, Zendesk, or similar CRMs is a plus!

Responsibilities

Prevent merchant attrition through communicating with merchants who want to cancel by solving their underlying issues and handling objections to keep them live on the platform.
Management of paused accounts in your book of business - quickly resolving their issues and getting them back live for order taking.
Updating contracts, processing changes of ownership, and providing support with legal issues, such as fraud.
Help merchants attract new diners, increase orders, and improve service quality by providing merchants with marketing support and educating them on Grubhub's products, including upselling marketing rates and utilizing perks/promotions.
Resolve inquiries quickly to develop trust and ultimately win loyalty with restaurant owners.
Resolve complex payment and tax inquiries and coordinate with the appropriate teams.
Ensure account integrity and accuracy by updating account information.
Effectively manage SLAs to meet turnaround time expectations while providing a great merchant experience.
Resolving partner issues, answering questions, and updating account information as needed.