The Enterprise Account Manager manages a portfolio of restaurant groups throughout the United States and Canada. S/he will focus on customer engagement with the OpenTable software to ensure adoption after sale and installation are complete. S/he is charged with maintaining a high client retention rate by maximizing customer satisfaction and driving deep utilization of OpenTable services. This person will serve as a trusted advisor and primary point of escalation for restaurants in their portfolio. This role drives engagement, increases reservation availability, and decreases churn for large restaurant groups. You will work remotely, using phone, e-mail, webinars, and other methods to convey ideas, perform training and resolve issues.
The OpenTable Enterprise Account Management team is dedicated to maximizing each restaurant's revenue potential by utilizing best-in-brand front-of-house management and online reservation technology. We are looking for sales and account management professionals who are passionate about the restaurant industry and want to feel good about the products they sell and represent. The ideal candidate will have a working knowledge of sales, operations, and account management processes. We are looking for a self-starter capable of leading complex projects and keeping our largest customers happy.
Essential Duties And Job Responsibilities
- Cultivate and build upon existing high-level relationships to serve as a trusted advisor to Restaurant groups of 20+ locations
- Serve as a liaison between clients and appropriate company departments such as support, billing, and product to resolve customer issues
- Manage and maintain restaurant relationships to ensure high retention of current clients.
- Strategically overcome objections and competition.
- Provide customized product and operational presentations to existing customers. Determine solutions and drive revenue.
- Encourage customers to think differently about their business in ways that will help both parties achieve success.
- Educate restaurants about trends in the industry and offer unique insight
- Provide Enterprise Groups partners with data and reports to better run their operations
- Consistently meet and exceed retention, revenue, and other goals, as assigned.
- Provide follow-up with customers to ensure customer satisfaction with solutions. Maintain communication records & prepare productivity reports as required.
- Provide accurate documentation and feedback through wins/losses, forecasts/pipeline, references & company’s account management systems (including Salesforce).
- Remain knowledgeable of, and adapt to, the company's solutions to facilitate sales and restaurant relations efforts.
- Leverage skills and client experience to continually evolve account management approaches and processes.
- Assist the Enterprise sales and operations teams as needed
Required Qualifications
- Account management or equivalent experience in a restaurant or hospitality environment
- Deep knowledge of restaurant operations
- Self-motivated with demonstrated ability to perform well under pressure and against bold goals and deadlines
- Skilled at presenting new points of view to customers that reframe and challenge the way they view their business
- Aptitude for gathering and using data to inform and persuade others to make business decisions
- Excellent presentation skills; strong writing skills
- High-reaching, tenacious and results-driven
- Excellent organizational, documentation, and time management skills
- Demonstrated success working in an unstructured and entrepreneurial environment
- Proven ability to work across many departments to solve problems and achieve results.
- Demonstrated success in building and maintaining business/customer relationships.
- Attention to detail in administrative responsibilities.
- Capacity to grasp and learn complex concepts quickly and independently.
- Experience using Salesforce or equivalent CRM solution is a plus
- Proficiency in Word, Excel, PowerPoint, and online meeting solutions
- Ability to work across all U.S./Canadian time zones as needed
- OpenTable software experience a plus
- University degree preferred
About OpenTable
OpenTable, part of Booking Holdings Inc. (NASDAQ: BKNG), is the world's leading provider of online restaurant reservations, seating more than 134 million diners per month via online bookings across approximately 60,000 restaurants.
Since its inception, OpenTable has seated more than 2 billion diners via online reservations, and seats more than 31 million diners each month! The Company is headquartered in San Francisco, California, and the OpenTable service is available throughout the United States, as well as in Canada, Germany, Japan, Mexico, the UK and many more locations.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
As an employee of OpenTable, you will be part of a global network that includes OpenTable and KAYAK's portfolio of metasearch brands including momondo, Cheapflights, Swoodoo, checkfelix and Mundi. Many employees are dedicated to one brand, but we all have the benefit of using each other’s strengths and insights. Together, we’re able to help people experience the world through dining and travel!
Benefits And Perks
- 4 weeks paid vacation
- Day off on your birthday
- Generous retirement plans
- Awesome health, dental and vision insurance plans
- Flexible Spending Accounts
- Generous Paid Parental leave
- Flexible work life balance
- Work from almost anywhere remote work policy