Senior Associate, Account Management - US

DoorDash USA • Atlanta, GA

173d

About The Position

We are looking for a passionate Senior Associate, Account Management who will help us ensure the long-term success of some of our largest customers in North America. You will act as a leader and mentor to your team, supporting new hire interviews, onboarding and long term mentorship. This is an opportunity to bring your skills as a consultant, business analyst, project manager, SevenRooms advocate and customer success professional along with a high level of curiosity about all things tech and hospitality. As an explorer, you have a natural curiosity to not only ask how a feature works, but why. You are intrigued by operations and logistics and solving the next puzzle. You are resourceful, tenacious, and an effective team player who approaches your work with humility, integrity, and a desire for continuous growth. You are motivated by our clients’ happiness, providing technical and business solutions to improve retention and make their lives easier. Most importantly, you want to be a part of an awesome and hardworking software startup changing the world of hospitality.

Requirements

• Substantial experience working in challenging, customer-facing roles, ideally within the B2B & SaaS space.
• Proven experience working with SevenRooms platform.
• Proven experience in a Customer Success or Account Management role.
• Able to articulate via phone, email, video conference, and in-person meetings, the value proposition of a technology platform to meet client needs through the use of actionable data based on current and potential operations.
• Prior experience working closely with Product or Engineering teams.
• Technical aptitude and understanding of the hospitality software industry, including but not limited to usable knowledge of SevenRooms, Bbot, OpenTable, ResDiary, Quandoo, Resy, Toast, MyCheck.
• Proven ability to lead project planning and management of cross-functional projects with the highest attention to detail.
• Exceptional client-facing oral and presentation skills, by proceeding in person and over video conferencing for up to 6 consecutive hours per day with visible smile.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation, including executive and C-level.
• Desire to work in the hospitality space, and servicing hospitality operators.

Responsibilities

• Responsible for understanding customer KPIs, becoming a trusted advisor and educator to enable customers to realise the full potential of SevenRooms.
• Lead account strategy through a defined implementation & onboarding process.
• Understand customer requirements, and tailor-fit product capabilities and business relations accordingly.
• Identify new ways our platform can enable our partners to differentiate themselves in the market.
• Ensure customer needs and challenges are communicated and understood by executive and operational teams.
• Anticipate future customer needs and proactively advocate internally to address them.
• Assist with high severity requests or issue escalations as needed.
• Attend industry conferences and networking events as a SevenRooms advocate and product specialist.
• Monitor account performance and utilisation of SevenRooms, using data to track key account metrics.
• Plan and lead strategic on-sites with enterprise partners in order to maintain high levels of engagement.
• Help create workflows and run internal processes that increase efficiency in our communications with partners.
• Collaborate with internal teams to prioritise new deliverables/methods for getting work done based on the evolving needs of these partners.

Benefits

• Comprehensive benefits and perks including premium healthcare.
• Wellness expense reimbursement.
• Paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior