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.ResponsibilitiesPrevent merchant attrition through communicating with merchants who want to cancel by solving their underlying issues and handling objections to keep them live on the platformManagement of paused accounts in your book of business - quickly resolving their issues and getting them back live for order takingUpdating contracts, processing changes of ownership, and providing support with legal issues, such as fraudHelp 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/promotionsResolve inquiries quickly to develop trust and ultimately win loyalty with restaurant ownersResolve complex payment and tax inquiries and coordinate with the appropriate teamsEnsure account integrity and accuracy by updating account informationYou will effectively manage SLAs to meet turnaround time expectations while providing a great merchant experienceIn 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 neededSkills1-2 years of customer service experienceExperience working with restaurant owners is a major plusDemonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programsStrong verbal and written communication skills; ability to communicate clearly, appropriately, and professionally to clients/internal audiencesComfortable making outbound calls on the phoneExpertise in problem-solving skills – identifying root causes, customer needs, and providing solutions quickly and efficiently in real-timeAbility to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each productMust successfully complete training for this role and demonstrate proficiency in the material learnedPositive attitude, reliability with good attendance and punctuality, operational know-how, team spirit, and commitment to the jobBe flexible while handling assignments and prioritize as needed by the businessPassion and aptitude for working in a fast-paced and fast-growing environmentRestaurant experience is also a plus!Experience with Salesforce.com, Zendesk, or similar CRMs is a plus!BenefitsEquity401KMultiple medical, dental, and vision plansCompany OverviewGrubhub is an online platform that connects customers with local restaurants. It was founded in 2004, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is http://www.grubhub.com.



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