Associate Account Manager, SMB

Grubhub is seeking an Associate Account Manager to support and nurture relationships with restaurants within the SMB organization. The role focuses on managing an assigned book of business, improving merchant satisfaction, and driving long-term partnerships by resolving issues and providing marketing support.

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
• 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

Skills

• 1-2 years of customer service experience
• Experience working with restaurant owners is a major plus
• 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
• Restaurant experience is also a plus!
• Experience with Salesforce.com, Zendesk, or similar CRMs is a plus!

Benefits

• Equity
• 401K
• Multiple medical, dental, and vision plans

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