[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.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 queueYour 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 plusRestaurant 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 programsExperience 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 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 environmentBenefitsEquity401KMultiple 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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