Associate Account Manager, SMB Accounts

About The Opportunity 

As an Associate in the Restaurant Success team, you will play a pivotal role in supporting and nurturing relationships with restaurants within the SMB organization. Your primary responsibility will be managing an assigned book of business, with a focus on retention and engagement. You will serve as the key contact for restaurants, working to resolve issues, improve satisfaction, and drive long-term partnerships.

The Impact You Will Make

• 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. 

What You Bring to the Table: 

• 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

Our hybrid model requires 3 days a week in the office. That said, many team members choose to come in more often to take advantage of in-person collaboration and connection. You're welcome—and encouraged—to be in the office up to 5 days a week if it works for you.

#LI-Hybrid

We reward our Sales positions with competitive pay. For this role, we offer uncapped commission with a base salary range as outlined below.

Illinois: $38,400 - $48,000 ($48,000 - $60,000 OTE Range)