[Remote] Associate Account Manager, SMB

Note: The job is a remote job and is open to candidates in USA. Grubhub is a leading online food ordering company that champions restaurants across the country. The Associate Account Manager will manage relationships with restaurants in the SMB organization, focusing on retention and engagement while resolving issues and improving satisfaction.

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
• Restaurant experience is also a plus!
• Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs
• Experience with Salesforce.com, Zendesk, or similar CRMs is a plus!
• 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

Benefits

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

Company Overview