Associate Account Manager, SMB at Grubhub

Ideal for someone with 1-2 years of customer service experience, particularly if you've worked with restaurant owners, this role focuses on nurturing restaurant

Work type: hybrid

Location: Chicago

Salary: $38,400 – $48,000/yr

Type: Full-time

Summary

Ideal for someone with 1-2 years of customer service experience, particularly if you've worked with restaurant owners, this role focuses on nurturing restaurant relationships within the SMB sector. **What makes it worth a look...** Grubhub is offering a hybrid role in Chicago with a base salary of $38,400 - $48,000 per year, plus uncapped commission for an On-Target Earnings range of $48,000 - $60,000. **You might be a good fit if you...** * Have experience with computer and Windows PC applications, including strong keyboard and navigation skills. * Possess expertise in problem-solving, identifying root causes, and providing real-time solutions. * Are comfortable making outbound calls and managing multiple product levels and benefits.

Job Description

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

Passion and aptitude for working in a fast-paced and fast-growing environment

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)

Benefits

We offer a competitive salary package including equity and 401K. Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed. 

A Final Note

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