Account Manager managing a book of business, providing operational and administrative support to clients. Focused on renewing memberships and growing accounts through effective relationship management and cross - selling.
About the role
- Associate Account Manager managing restaurant relationships for OpenTable. Driving customer success and engagement with restaurant partners in the hospitality sector.
Responsibilities
- Build, cultivate, and expand high-level relationships with assigned restaurants, serving as a trusted advisor and long-term strategic partner.
- Own the end-to-end customer lifecycle, including onboarding, installation, configuration, training, adoption, retention, and revenue growth.
- Lead and manage a defined portfolio and market segment, driving high retention rates and reducing churn.
- Perform and oversee OpenTable software installations, customizing solutions to meet each restaurant’s operational needs.
- Act as the primary liaison and advocate for restaurant partners, resolving cross-functional issues across Product, Support, Finance (AR), Marketing, and Sales.
- Proactively resolve customer cases and daily tasks while ensuring timely follow-up and high customer satisfaction.
- Provide data, insights, and performance reports to help restaurant partners optimize operations and change behaviors that drive success.
- Strategically overcome objections and competitive challenges while positioning OpenTable’s solutions effectively.
- Deliver customized product demonstrations and strategic presentations to current clients and prospects.
- Encourage customers to think differently about their business by sharing industry trends, best practices, and unique insights.
- Drive engagement on the OpenTable platform to increase reservation availability and overall utilization.
- Consistently meet and exceed individual, team, revenue, and retention goals.
- Maintain accurate documentation, forecasts, pipelines, and win/loss insights in account management systems (including Salesforce).
- Stay current on OpenTable products, solutions, and enhancements, continuously evolving account management strategies and processes.
- Listen to market needs and customer feedback, sharing insights with Product and Marketing teams to influence roadmap and go-to-market strategies.
- Collaborate closely with Account Executives, Inside Sales, Customer Support, and Field teams to ensure seamless customer experiences.
- Collaborate with our internal billing team to support restaurants to have the best experiences, as well as work proactively in our internal billing projects that impact customer retention
- Deliver initial and ongoing training remotely to restaurant staff to maximize product adoption and engagement.
- Conduct remote restaurant or group meetings, to attend different areas like performance in our network, use our marketing engine to increase the exposure, and use our integrations
Requirements
- Proven experience in account management, consultative selling, or equivalent customer-facing roles within the restaurant or hospitality industry.
- Deep knowledge of restaurant operations and hands-on experience working within local restaurant markets.
- Strong customer service orientation with a consistent record of driving results through trusted advisory relationships.
- Demonstrated ability to work cross-functionally across multiple departments to solve complex problems and deliver outcomes.
- Highly self-motivated, tenacious, and results-driven, with the ability to perform under pressure and against ambitious goals and deadlines.
- Skilled at presenting new perspectives that reframe how customers think about their business and drive strategic change.
- Strong analytical skills, with the ability to gather, interpret, and leverage data to support and influence business decisions.
- Excellent communication, listening, influencing, training, and interpersonal skills, both written and verbal.
- Exceptional organization, documentation, prioritization, and time-management capabilities.
- Comfortable and effective working in unstructured, fast-paced, and entrepreneurial environments.
- Experience using Salesforce or equivalent CRM systems; OpenTable software experience is a plus.
- Proficiency with Microsoft Windows, Office tools, and internet-based applications; basic web design or HTML knowledge is a plus.
- Valid driver’s license and reliable transportation for business-related travel (expenses reimbursed).
- Bilingual (Spanish/English) required.
- College or university degree preferred.
Benefits
- Work from (almost) anywhere for up to 20 days per year
- Focus on mental health and well-being:
- Company-paid therapy sessions through SpringHealth
- Company-paid subscription to Headspace
- Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
- Paid parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- Focus on your career growth:
- Development Dollars
- Leadership development
- Access to thousands of on-demand e-learnings
- Travel Discounts
- Employee Resource Groups
- Christmas Bonus - 30 days
- 20 days of paid time off a year
- 25% vacation premium
- Private health, dental, and life insurance
- Monthly social events and happy hours
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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