Associate Account Manager (SMB)

• 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
• 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

Benefits

• 401k with employer match
• Medical, dental, vision
• Health savings account with employer match
• 100% employer paid life insurance
• 2x pay if you work on holidays
• Learning and development opportunities to advance your career
• Wonder offers hourly employees stock options

• 1-2 years of customer service experience. Experience working with restaurant owners is a major plus. Restaurant experience is also a plus!
• Strong verbal and written communication skills; ability to communicate clearly, appropriately, and professionally to clients/internal audiences
• Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
• Be flexible while handling assignments and prioritize as needed by the business
• 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!
• Expertise in problem-solving skills – identifying root causes, customer needs, and providing solutions quickly and efficiently in real-time
• Passion and aptitude for working in a fast-paced and fast-growing environment
• 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
• Comfortable making outbound calls on the phone