Associate Account Manager, SMB
About The Position
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. The Impact You Will Make: 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. You will effectively manage SLAs to meet turnaround time expectations while providing a great merchant experience. In addition to managing your book of business, you will also be responsible for a round-robin queue. Your responsibilities here include resolving partner issues, answering questions, and updating account information as needed.
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
- Passion and aptitude for working in a fast-paced and fast-growing environment
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.
Benefits
- We offer a competitive salary package including equity and 401K.
- Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
