Account Manager

📋 Description

• • As an Account Manager for the Central Queue at OpenTable, you will serve as a critical strategic link between our cutting-edge technology and the vibrant hospitality industry. Your primary mission will be to cultivate strong relationships with our restaurant partners, driving their engagement with the OpenTable platform, maximizing their reservation availability, and significantly reducing churn. You will be an integral part of a dedicated team responsible for the overall health and success of a substantial segment of our restaurant clientele.
• • Your interactions will primarily be remote, leveraging a variety of communication channels including phone, email, and webinars. Through these channels, you will articulate complex ideas, conduct essential training sessions, and efficiently resolve any open issues or concerns raised by our partners. This role demands a proactive and empathetic approach to understanding and addressing the unique needs of each restaurant.
• • A core aspect of your responsibility will involve translating raw data into actionable insights. You will then present these findings to restaurant partners, guiding them to adopt new behaviors and fully leverage the value of OpenTable's services. This data-driven approach is key to demonstrating the tangible benefits of our platform and fostering deeper integration into their daily operations.
• • You will be instrumental in inspiring our restaurant clients to re-evaluate their business strategies, encouraging them to embrace innovative approaches that lead to mutual success. This involves not just problem-solving but also acting as a strategic advisor, helping them see new opportunities for growth and efficiency.
• • The role requires you to consistently meet and exceed established team and individual performance goals. This includes key performance indicators related to customer engagement, reservation volume, and retention rates. Your ability to perform under pressure and meet ambitious deadlines will be crucial for success.
• • You will act as a primary point of contact for restaurant partners, responding promptly and effectively to concerns escalated from our Customer Support and field teams. This requires a deep understanding of both OpenTable's offerings and the operational realities of the restaurant business.
• • A significant part of your role will involve conducting remote presentations and training sessions tailored to the specific needs of our restaurant customers. This ensures they are equipped with the knowledge and skills to maximize their use of the OpenTable platform.
• • You are expected to be a tenacious, results-driven professional, constantly striving for higher levels of achievement and contributing to the overall growth of OpenTable's partner network. Your dedication to excellence will be a driving force in your success and the success of the restaurants you support.
• • As a collaborative problem-solver, you will work effectively across different departments within OpenTable to achieve collective goals. This cross-functional collaboration is essential for providing a seamless and valuable experience to our restaurant partners.
• • Excellent organizational skills and time management are paramount. You will be responsible for meticulously documenting interactions, managing your schedule efficiently, and ensuring all tasks are completed accurately and on time.
• • You will thrive in a dynamic and fast-paced environment, demonstrating adaptability and a willingness to navigate ambiguity. Your ability to innovate and find creative solutions to challenges will be highly valued.
• • You will leverage your expertise in using CRM systems, such as Salesforce, to manage customer relationships, track interactions, and analyze performance data. A strong technical aptitude is essential for this role.
• • A passion for the hospitality industry is fundamental. You should possess a genuine interest in the restaurant business and a desire to contribute to its success through technology. Continuous learning and professional development are encouraged.
• • You will be a highly articulate communicator, possessing a high command of business English, capable of conveying information clearly and persuasively to a diverse range of stakeholders.
• • Ultimately, your success in this role will be measured by your ability to build lasting relationships, drive partner success, and contribute to OpenTable's mission of helping restaurants thrive.