Client Success Manager
About The Position
The Client Success team in Grubhub for Business works with SMB and Enterprise organizations who have Grubhub meal programs for their employees. CSMs assist their SMB and Enterprise clients in onboarding, facilitating and growing their corporate meal program which can include individual orders, group orders, catering, and event based services. CSMs are experts on the corporate program, features, and use cases. They continuously work to identify and complete revenue upsell and cross-sell opportunities through maintaining good client relationships. Senior CSMs work with the largest Grubhub for Business clients including Fortune 500 companies who have 7 figure annual budgets. As more experienced members of the team, Senior CSMs are responsible to mentor more junior and/or newer team members in addition to managing their personal book of business. Additionally, seniors demonstrate the CSM standard of excellence to the broader team through their behaviors and outcomes.
Requirements
- Bachelor's degree
- 5+ years of experience in a B2B Account Management, Sales or Client Success role
- Experience upselling or cross-selling new and existing business to achieve a quota or growth metric
- Ability to analyze trends and patterns to identify opportunities within your book of business
- Passion to partner with Sales to optimize the client journey and lifetime revenue
- Excellent communication, organizational, and problem solving skills with strong attention to detail
- Comfort navigating high-stress situations to de-escalate and resolve client complaints
- Ability to effectively work with and, as needed, lead communication with cross-functional internal teams
- Requires technical competence and an aptitude for learning new systems. Experience with Google Suite and Client Success tools (ChurnZero, Gainsight, Salesforce) is a plus
- Excellent collaborator, actively participates in group discussions, leading as needed and coaching teammates
- Comfortable with ambiguity and change and thrives in a fast paced environment
- Some travel may be required
Nice To Haves
- Experience with Google Suite and Client Success tools (ChurnZero, Gainsight, Salesforce) is a plus
Responsibilities
- Own a book of business and associated revenue objectives for 50 - 200 clients, which will have varying activity: a portion of the book will be “always-on,” some seasonal, and one-time events.
- Prioritize your book of business, in partnership with the team manager, to ensure a heavy focus on revenue impact from our VIP accounts
- Identify revenue upsell and cross-sell opportunities through maintaining good client relationships, doing frequent discovery and alerting clients to promotions and special offers.
- Partner with the sales team to ensure the successful onboarding of new business, engaging with customer stakeholders to quickly understand their goals to set up the account for success over time
- Execution of client training and other onboarding tasks for Grubhub’s largest corporate clients, ensuring a successful launch and client's ability to independently manage their program
- Monitor client performance, address open issues including order issue triage and in times of client dissatisfaction, de-escalating as needed and forming clear steps to reach resolution
- Lead virtual or in-person client meetings for day to day management of accounts, quarterly business reviews or other meetings as needed.
- Log activities in Salesforce including attaching email communication, submitting opportunities, and flagging risk scenarios via risk cases. Keep opportunities up to date with accurate data and upsell values
- Meet KPIs, as designated by team manager, including but not limited to delivering QBRs, logging opportunities and client engagement.
- Own contract renewal process, including contract negotiation to meet Grubhub and client financial objectives
- Maintain expert level product knowledge of existing and new features and functionality
- Liaise with other departments such as Marketing, Operations, Product, Finance, Revenue Ops, and others to determine the best solution to client needs, communicate feedback and relay trends
- Covers and supports team members as needed for out of office coverage and knowledge sharing. Formally mentors new and/or junior CSMs
Benefits
- competitive compensation package with equity
- 401(k)
- choice of medical, dental, and vision plans
- company paid short and long term disability coverage
- paid time off including flexible time off for exempt employees
- paid vacation for non-exempt employees
- paid sick leave in compliance with applicable law
- paid parental leave
- discounted meals and exclusive perks across the Wonder family of brands
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What This Job Offers
Job Type
Full-time
Career Level
Senior
